The challenge

We had to design and implement this process in an organization with great operational pressure and where incidents can always happen. So it was important to organize as efficiently as possible. In addition, the rather hierarchical culture worked against real coaching; people were used to instructing and receiving instructions.

‍

‍

The solution

We started with a thorough research phase, because of the specific culture and working conditions. Through several meetings with a project group (including prospective participants) and walking and watching, we got a good impression of the conditions of the work of these Seniors and Mentors.

After this, we determined what behaviors we were going to focus on. That became:
- Addressing (critically and appreciatively) colleagues
- Actively asking for feedback
- Asking questions to guide the other person to a solution
- Explaining choices

From that knowledge and goals, we designed a learning trajectory that consisted of short, impactful workshops that always focused on two new techniques or methods. We linked each of these techniques or methods to the roles of the Senior or Mentor and to the behaviors associated with coaching and mentoring. We used our own models, exercises, work forms and storytelling to keep participant engagement consistently high.

Participants left each workshop with one very practical assignment to work with one of the techniques.

Each workshop featured these regular elements:
1. Reflection with a buddy
2. Quiz or challenge to repeat
3. Two new techniques or methods
4. Practice with the new techniques or methods
5. Planning with a buddy
6. Feedback from the trainer

We trained not only on Skillset, but also on Mindset. The first workshops we paid attention to a vision of a modern people-oriented style of coaching and managing, so that the techniques were applied from the right basic attitude.

To help participants carry it out properly, we designed a booklet containing all the most important knowledge and advice on how to apply it. We made the booklet in a format that would fit in the pocket of the uniform.

Measurable result

An increase in target behavior with:

‍