1. Southern Coaching introduced coaching in 2004/05 and made it a core part of its "Cycle of Success" HR strategy in 2006 to improve employee engagement, customer satisfaction and profits. 2. Southern achieved its best performance through coaching including improved reliability, customer service, staff turnover and engagement. Coaching helped staff and managers adapt to changes and increased innovation. 3. Interviews with Southern staff showed coaching positively changed their lives both personally and professionally by helping them realize their capabilities and improve leadership and listening skills.

1. The Southern Coaching Story The Critical Role of the Manager in supporting Learning at Work through Coaching

2. Managers as Coaches

5. Southern Cycle of Success Our business philosophy clearly links staff engagement and customer satisfaction with profitable growth Customer Cycle Employee Cycle Repeat emphasis on customer loyalty and retention Customer loyalty Low Customer turnover Continuity in relationship with customer High customer satisfaction Intensive Selection effort – recruiting Behavioural Attributes Broadened job designs Low employee turnover, high service quality Employee engagement, positive service attitude Extensive Training Facilitation & encouragement to improve service performance & quality Personal development Above average rewards Higher Profit Margins Adapted from J L Heskitt, W E Sasser Jr & L A Schlesinger’s “The Service Profit Chain” models ©1997

15. “ This isn’t just about coaching, it has completely changed the way I think about talking to people.” Nigel Ball, Financial Controller, Southern Head Office.

16. “ The coaching journey has been about discovering that you can be a far more effective leader… Learning to be a powerful listener instead of a ‘good talker’, … to ask the right questions makes it easier to get more from people.” Jim Pinder, Selhurst Train Care Depot Manager

18. Don’t panic, Captain Manwaring!! KEEP CALM AND CARRY ON COACHING

19. Coaching – Learning and Resilience [email_address]