Overview of Wellness Coaching Programme

Quest

Presented by:Coach Chris

Program Objectives

The key objectives of this program are the following amongst many other benefits:Improving Training Performance and RetentionImproving Overall Employee RetentionImproving AttendanceImproving Wellbeing and productivityImproving Time ManagementChange ManagementImproving Working Relationships – Employer / Employee RelationsImprove Communication ChannelsReduce Dysfunctional Conflict in the WorkplaceImprove Employee Motivation

Wellness Coach Value Adds

o Facilitating ICAS sessions – following up to ensure that the employee referred has been contacted by ICAS and the service has been rendered

o Assistance with Financial planningo Wellness Days organised by Wellness Coacho Whatsapp Groups established with all new traineeso Face to Face coaching, mentoring, counselling o Formulation of personal action plans / Life Management Issueso Hospital visits o Home visits o Wellness data analysis and feedback on trends

Wellness Coaching Model

Goals What do you need to achieve? Reality What is happening now? Options What could you do? Will What will you do?

Tactics How and when will you do it? Habits How will you sustain success?

Relationships

Results

Building trust

Celebrating the results

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Wellness Coaching Process

Employee Emotional Wellbeing

Life Skills

Process Followed Upon Problem Identification

The initial interaction occurs when the Team Leaders encounters challenges with a particular employee.The nature of the challenges encountered by the Team Leader varies from attitude, motivation, poor culture fit to competence related matters. Upon being contacted , an initial contact will be made with the concerned Employees, who will be interviewed to understand the nature of the problem/ challenge. Suggested interventions to address the challenge will be identified and these will be recommended through a formalised program as depicted below:

Step 1

Employee Emotional Wellbeing

Life Skills

Process Followed Upon Problem Identification

Goal Setting: The Coaching Program starts with a goal setting process. The Employee gets clarity and direction about the objectives that are expected out of coaching session. These are agreed upon by both the Coach and the Employee.Roadmap: In this phase a plan is agreed which describes the exact steps that will be followed to address the goals which have been set during goal setting.Ideas: It must be noted that this is a two way learning session. In every situation when an interaction happens: it presents both the Coach and the Employee to learn and attempt to resolve the challenges together. This ensures that the solutions recommended achieve a high level of ownership and buy in so that it is not perceived to be a prescriptive approach that the Employees must adopt. Practice: At the conclusion of every session, the best ideas become measurable action accountabilities. The Employee will be supported to build these skills until they become second nature.

Life Skills

Step 2

Process Followed Upon Problem Identification

In some cases the above model does not get followed religiously as the nature of the challenge may warrant a less formal approach.The above mentioned coaching process does not necessarily require that the Coach and Employee should meet to make it happen. This can happen through telephone calls, emails , check ins and occasional visits where this is necessary.Those who have participated in coaching offered have expressed lots of appreciation as the programme has not only assisted them to adapt to the workplace challenges but has assisted them in becoming well rounded professionals who are able to manage the workplace challenges , social and personal challenges.Below are some of the direct benefits: Reduced Labour Turnover, Reduced Absenteeism Rates, Reduced dysfunctional conflict in the workplace and Improved Communication Channels.

Step 3

Life Skills

Employees Challenges Below are the few challenges that are affecting employee's wellbeing

amongst others:Chronic diseases e.g. HIV. Cancer, Bronchitis and Flu.

Family Challenges e.g. Divorce in the family, death in the family(Employees end up being a breadwinner), abusive / dysfunctional marriages/ relationships.

Unfairly treated by Team Leaders, as a result it affects employees negatively.

Employees collect their chronic medication e.g. ARV’s on different days of the week and that can be a challenge if they are scheduled to work on that day, the challenge is agents don’t want to disclose to their employer because of the fear of being victimised.

Most employees use public transport which sometimes poses problems especially if there’s a public transport strike, taxi violence etc

Coaching Challenges

High Volumes – Employees cannot always sign off for one on one discussions due to high call volumes.Statistics – Statistics are not always readily available making it challenging for the coach to identify who needs coaching.Access to Performance Data – Agencies need to request Performance Data (e.g. Q-Ratio, productivity, compliance e.t.c) from TM which can lead to delays depending on how busy the TM is.Performance Reviews: Employees do not always understand what is expected of them and how they have been performing, the consistency of reviews and the feedback provided is critical to the employees motivation levels. Often employees feel that they have been performing well and do not understand why they are seen as under performers.

Recommended Process

Identify bottom performers per team on a Monthly Basis Schedule Coaching in Advance with identified employees during off

peak periods Personal Actions Plans put in place per employee Personal Action Plans put in place for all trainees and monitored for

the first three months. Monthly Review Session to Review Performance and make referrals

where necessary Document formal performance management – PIP’S Refer to ICAS where necessary Remove agents from the list whose performance has improved

to an acceptable level

Wellness Coaching Success Stories

“Coach Chris helped me so much with Coaching

Sessions, I’m currently permanent…Sithembiso

Mnyakeni……”Coach I’m able to

handle things better at work and home since we met- Itumeleng

Mosopa

Thank you for introducing Coach Chris- Dibuseng

Mohoto

Coach thank you for assisting Mbali regarding her

depression she’s doing much better – Team

Leader Shahida

Coach thank you for the support after I was robbed when going to work and I was referred to ICAS- Gift

Shilubane

Result

Productive Happy Employees

THANK-YOUwww.Quest.co.za