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The Solution

She joined an open Personal Management Skills programme, our popular first line managers development programme delivered through seven half-day workshops, one-to-one coaching sessions and a business project. Maria’s defined business project needed to reflect her key areas for development to encourage her to apply the relevant tools and techniques to achieve a measurable difference. Her focus was to develop an effective customer retention team by generating no less than the £240,000 retention business per month by 31st December 2008.

The Outcome

Having launched the project with the team in March 2008 and through the introduction of performance measures for individuals and the team, on-going communication and coaching the team achieved a business retention of £150,000 per month by 31st July 2008.  As a direct result of Maria’s project a new department has been formed that is fully tasked with business retention as per Maria’s initial idea.

Delegates Comments

My biggest challenge has been, and continues to be, influencing my team to buy-in to the proposed changes and performance measures. Tempering my passion and being persistent has helped me in getting the team to work more effectively together.

Maria is a Dealer Liaison Manager at Carlyle Finance, a division of WesBank based in Cardiff. Carlyle Finance is an independent provider of motor vehicle finance.

 

Our brief

Maria had recently been promoted to her previous role of Dealer Liaison Supervisor having been employed previously as an Advisor. The transition from being one of the team to managing the team is one of the biggest challenges faced by the newly promoted Team Leader/Supervisor. In consultation with her manager the need to improve both her effective communication skills and team working ability were identified as the key areas for development. The behavioural outcomes identified through the one-to-one assessment were to be less directive and encourage greater involvement from her team through influencing and coaching.