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Award Winning Employee Engagement

Behaviour Change at Southern Railway



 2008: A Gallup survey confirmed a statistically significant increase in employee engagement from the acquisition of coaching skills.

 2009: Winner of National Training Award.

2009: Franchise renewal.

"Gill was instrumental in supporting Southern's ambition to transform our leadership approach to a more coaching style, fundamentally shaping my own behavioural approach to work."
Chris Burchell
former Managing Director / Southern Railway

The client:

Southern Railway is a train operating company with more than 4,000 staff running services between London and the South Coast.

 What we created:

Over the course of six years over one hundred managers acquired an ILM Level 5 certificate in coaching and mentoring, enabling them to have effective, results-focused conversations. Managers became braver with their dialogue skills, stretched the development of their staff and were able to create permanent solutions to problems. Improved employee engagement also resulted in higher levels of customer satisfaction and reduced staff turnover, while staff assaults reached the lowest level ever recorded.

 The client prompt:

Delivering train services to meet the modern day expectations of customers needed a shift to a facilitative and coaching style of leadership.