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Home > News > May 2007 > 24 May 2007

Loyalty company uses drama to train internal coaches

Loyalty Management Group, the company that operates the Nectar customer loyalty programme, is training 50 senior and middle managers to be in-house coaches.

Training company Steps Drama has run two half-day coaching workshops, using drama-based training to show the managers how to incorporate coaching into their management style as well as how to provide feedback and help coachees to improve their performance.

After each workshop, the participants reconvene for one-to-one role plays with an actor, in which they have the chance to practise their coaching skills.

Gabrielle de Wardener, HR director at Loyalty Management Group (LMG), said: "We wanted to investigate different ways to enable our managers to empower their teams to take more responsibility for their own decisions and actions. We see coaching as a key people management skill that our managers can use to tap into the skills and experience of their people."

"We felt drama-based training was the right approach to use, to make this change, as it is such an enjoyable and practical way to learn. Steps quickly understood our business and our requirements. Their actor-facilitators are very skilled and their approach is immediately engaging and humorous. They were able to supplement the drama scenarios with coaching and feedback models and practical frameworks."

Called Coaching in Management, the half-day workshop was delivered twice, with 25 senior and middle managers, from across LMG, attending each session.

"All of the scenarios delivered in the workshop were very realistic," said Gabrielle de Wardener. "The Steps team ensured that the learning content had high impact and was memorable."

The workshop ended with a review of the key learning points. Each manager was asked to describe an individual and a situation from their own experience, in which coaching would be appropriate. Then the Steps actors brought these situations to life, a week later, in a follow-up session. Each delegate took part in a one-to-one role play, in which they coached the individual they had described previously, with an actor playing the role of that person.

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