The company had introduced an action plan to reduce the number of human errors.
The plan was divided into several phases, including a series of on-the-job observations.
During these observations, managers had to:
- observe staff members as they carried out their work
- give them help and support
- give them feedback about what had gone well.
Progress Consulting was called in to coach managers during these observations.
300 managers and supervisors
We employed a hands-on, easy-to-use matrix to observe managers as they carried out their work, assessing how they conducted themselves, whether they gave constructive feedback, the types of instruction they issued, whether they had a directive or participatory communication style, whether they were solution-oriented, etc.
- improved their positioning
- became better at interpersonal communication
- learned to give better feedback and instructions
- became better at incorporating safety rules into their management and communication activities.
We helped to:
- lift the lid on the observation process to dispel misconceptions about control
- establish participatory dialogue between staff members and their manager
- develop clear, effective language
- boost performance
- reduce the number of human errors within the organisation.