The Behavior Breakthrough: Leading Your Organization to a New Competitive Advantage by Steve Jacobs

Author:Steve Jacobs [Jacobs, Steve]
Language: eng
Format: mobi
ISBN: 9781608324194
Publisher: Greenleaf Book Group Press
Published: 2013-05-26T14:00:00+00:00

Early Challenges

Two months into the pilot, the Toronto SVP—one of the company’s most disciplined sales leaders—noted the difficulty of maintaining the rigor of the coaching discipline. Would the leaders have the resolve to stay with the program?

Two elements wound up helping. First, rigorous measurement allowed leaders to set realistic expectations regarding the time required to see behavior change and corresponding business results. Second, managers turned stories from leadership into a high-impact video shared at sales meetings across Canada. Local managers found it compelling to see company leaders reflect on how coaching practices had helped them do their own jobs better. Coming away from this video, they felt more skilled and capable as they participated in their own coaching sessions.

Senior leader role-modeling proved even more important as the process unfolded. Leaders who modeled the targeted coaching and feedback behaviors spread adoption down the spine, producing superior business results and higher employee engagement. One branch manager reported that “as a result of the new coaching techniques we learned with emphasis on behavior, my branch won the District Retirement Savings campaign for best year-over-year improvement in investment sales. We focused on actions and the results that followed. I coached my managers to call customers daily, and sales representatives were coached to ask every customer if they had made their retirement savings contribution. We met at day’s end to share successes with the actual behaviors.”

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