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BEST Webcast Series: ESL Federal Credit Union: Creating a Coaching Culture

Speaker: Yvette Charleton and Alexis McLaughlin

How do you manage if you can’t manage to numbers? That was the question before the frontline leadership at ESL Federal Credit Union shortly after completing a comprehensive review of their sales program. Too much importance was being placed on the raw numbers, and not enough was on the customer-focused behaviors that ESL highly values. Closer examination revealed that many managers just didn’t know how else to evaluate employee performance. That is where the journey toward creating a coaching culture began. Coaching for performance has resulted in many benefits for employees and the organization beyond improved performance by focusing on behaviors, rather than on numbers. These benefits include teamwork, task ownership, and job satisfaction. Developing managers as coaches increases the skill set of the management team while filtering the coaching process down to employees at every level of the organization, providing benefits to all. As a result of this webcast, participants will be able to: Identify when coaching, rather than formal training, is the appropriate solution. Distinguish between managing and coaching, and recognize when managers simply don’t know how to coach. Describe the steps involved in creating a coaching culture.


  • Government


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