The following report aims to look at methods to be employed whilst coaching a team through a very unsettling period of their working lives. The background to the scenario is that the Property Finance Unit (PFU), a team within the County Architects department of Hampshire County Council, are currently working on an old accounts system which will no longer be supported as the rest of the Council has moved over to a SAP based system. The PFU consists of 6 members of staff. The team leader (myself) and 5 other members of staff responsible for the payment of bills to County Architects Suppliers & Contractors. The 5 members of staff have been working on the old system for at least 5 years each and are very much set in their ways. They know the current system inside out but have had very little computer training of any other sort of system and are worried that the new system is the first step towards replacing them.
The ideal outcome of the coaching will be that each member of the team will have a full understanding of the new accounts system, plus appreciate the role that each of them plays in delivering the service. To achieve this, each member of the team will have to carry out a quite vigorous training session between now and when the system goes live, coupled with a change to their existing working practises as their new roles will also involve some training and support. To assist me in developing the coaching that will need to be involved, I discussed a ‘GROW’ model with each team member and recorded the feedback to assist me in the coaching for each member of the team and to ensure that the coaching involved is consistent and fair on their journey. The GROW model can be simplified as follows: * GOAL – defining what you want to achieve * REALITY – exploring the current situation, relevant history and future trends * OPTIONS – coming up with new ideas for reaching the goal * WHAT/WHO/WHEN – deciding on a concrete plan of action
Carol Gardner’s GROW model feedback is attached (Appendix 1)
As previously stated, the team have a lot of experience on the current system, and the coding structure in use and this structure will broadly stay the same and the training plans which will be set up will focus on the use of the new system, use of other systems (Excel in particular) and how to teach small groups of staff once competence is achieved. It is felt that this may be an area of concern for staff as it is completely different to anything they have done before, so it must be stressed that this will be something that will be passed on at a much later date, and training will be informal.
To further clarify exactly where staff concerns are, I have also devised a SWOT analysis and copied a questionnaire to be given to all members of staff. These are to be filled in by each member of staff, and then discussed with me at a one to one session. An example of each already returned is included (appendices 2 & 3-Carol Gardner) . Each return can then be analysed and trends and recurring concerns can be investigated, and hopefully eliminated where possible. In the case of the questionnaire, this should show where each member of the team requires training and whether this will need to be on a one to one or group basis. If there are glaring inconsistencies between my score and their score, we can also discuss this.
Once training needs have been established and set up we can then look to arrange group sessions and one to one meetings at least on a monthly basis. On at least one of the group sessions, it will be a good idea to get the Service Director to attend to impress on the staff the importance of their work and help alleviate any fears that they may have about their future roles and maybe answer any questions that they may have. I will also set up an Action Plan for each member of staff, and example of which is included (appendix 4-Carol Gardner Action Plan), and these should be brought to every session and constantly reviewed It is important here that each member of the team does what they say they will, and I do likewise (as shown in the GROW Model) as this will help to build trust, and in the current scenario, this is something that I feel needs to be established as the staff certainly feel that this is the first stage in them being forced out which is certainly not the case. I have every confidence that the staff will very quickly come to terms with the new system and the change in working practises that will come with it, and I feel that the coaching involved will help the transition be as seamless as possible.

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Appendix 1

Carol Gardner GROW ModelMy Goal is: To carry on working for the department and doing my job to the best of my ability, whilst learning a new system which is being brought in to replace the current accounts system * How can I help myself learn the new system? * What resources are available? * What are my primary concerns for me and the team? * What can the team do to help themselves?The current Reality is I am currently quite worried that I will not be needed in the future as the new system will lessen my workload. I am also worried that I will not be able to work with supporting people on the new system and also with my lack of experience on other sections of IT.My Options are: What options are open to me? * Retirement? * Can implementation until after retirements (3-5 years)? * More involvement in setting up of new system? * Can I be trained in house or does it have to be by specialists? * Do I have to be involved in training staff after the system has gone live?I Will: Think long & hard about my future and let my supervisor know of any decisions that I come to straight away. Regarding any training, I will attend these sessions with an open mind and endeavour to get as much as possible out of them, and assist in any way that I can. |

Appendix 2 Strengths * Knowledge of existing system * Knowledge of coding structure * List of Internal contacts * Goodwill * Relationship with external contractors and customers | Weaknesses * Excel skills * Wider IT Skills * Lack of confidence outside immediate working area | Opportunities * Extensive training on new system * Opportunity to widen IT skills * Opportunity to learn new skills such as training others | Threats * Not being able to work on new system * Future of team/department/authority * Will new system require less staffing? * Current filing system will become redundant |

Appendix 3

Appendix 4 Coachee Name: Carol Gardner | Job Title: Finance Assistant | Department: Property Finance Unit | Date: 10 Jan 2012 |

Performance/skills in need of development/improvement (List the goals that will be initiated to develop/improve work performance, as well as an action plan for how each goal will be achieved. Include skill development and changes needed to meet work performance expectations):

Goals | Action Plan | 1. Competence in new Financial system2. Increased confidence on IT, specifically Excel3. Confidence in showing others how to use new system4. Confidence in own role within team and authority | Various training days, ongoing support from manager, system testing on live data in test system. 1-2-1 meetings to catch up, plus team meetingsVarious training days, shadowing others, support from manager, Online testing and help. . 1-2-1 meetings to catch up, plus team meetingsVarious training days, shadowing others, mock sessions, support from manager. Role play sessions and team meetingsTeam away day, talk from Service Director, ‘Compliments Book’ to be established. |

Targeted Date for Improvement: 30 July 2012

Expected results (List measurements, where possible):

Able to work on the new system when it goes live (expected start date of 1 April 2012)
Being able to download information from system into Excel in order to pass over for management Information reports
Running training courses to teach staff how to use the system, and therefore being able to answer any queries

Dates to review progress by the coachee and coach:
30 January, and then monthly

Progress at review dates (Use additional sheets if necessary):

Questions to ask at each session:

* What do you think you have achieved since we last met? * What was worrying you most when we last met, and has it been resolved? * What is worrying you most now? * What could I do to help?