A significant obstacle TELUS faced was redefining their approach to performance development so that team members were receiving the coaching and direction they need to gain clarity, focus and support and thereby achieve their personal and professional goals. TELUS needed to introduce annual goal-setting conversations to counteract the lack of focus that resulted from too many competing problems and pressures, and overwhelming difficulty identifying the real challenge that needed attention.
Coach-like curiosity had the power to transform day-to-day behaviours and conversations across TELUS, and staying curious longer helped them to better identify the problems that truly need their focus and to generate more innovative solutions.
Using their amazing people performance development (APPD) model, TELUS embarked on its most significant cultural transformation. The objectives were to:
1. Completely reimagine performance development at TELUS by providing team members with the direction, coaching and support they need to achieve their personal and professional goals on a quarterly basis.
2. Focus on forward-thinking developmental coaching, rather than on retrospective evaluation of performance.
The response to our programs was phenomenal. Leaders in multiple business units wanted more, and one participant remarked: “I have been able to connect differently with my team members.” Box of Crayons and TELUS were able to work together to solve certain difficulties that arose during the pilot by incentivizing enrollments and offering a “why” to those who were still unsure if they would benefit from coach-like conversations.