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NHS Direct

Project aims: To improve communication skills at all levels in the business to facilitate better management of individuals and teams and increased efficiencies. To improve the perception of managerial capability thereby enhancing the retention and recruitment of high calibre staff.

Project structure: NHS Direct wished to build an in-house coaching capability, as well as equip managers with coaching skills that would enable them to engage in challenging dialogues around performance management, negotiation, employment offers, leave, sick leave and skills feedback. 

The project was structured to build a team of 80 in-house coaches and to introduce core coaching skills to 250 managers over a two year period.

For the in-house coaches we are delivering four presentations of the Results Workplace Coach Certification Programme which provides individuals with the skills, experience and frameworks for running a full coaching intervention within NHS. In addition, this programme is accredited by the International Coach Federation (ICF).

Managers are following the Results Coaching Skills for Team Leaders programme, again accredited by the ICF and tailored to meet the specific requirements of NHS Direct. This takes the form of a full day workshop and two teleclasses.

There is also a comprehensive evaluation programme that is designed to measure the impact of changes in managerial skills as perceived by direct reports and those who are coached.

Project outcomes: Data from the evaluation will be available later in 2008 but feedback from participants includes the following - ‘The best thing I’ve done ever since I joined NHSD in five years’; ‘This is the one that’s kept my attention, riveting and maintained my focus – it has been the best three days in my nine years at NHSD’; ‘It’s been an uphill journey – a very pleasurable one that I would like to continue’; ‘Potentially life changing’; ‘Best course NHSD have provided’; ‘Thought provoking and fun’; ‘Hard work and a different way of learning’; ‘I feel valued as a member of staff through the investment in the training’.