What the Senior Leader Interviews Revealed

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The first part of the study, based on interviews with 10 senior

leaders, revealed the value these leaders expected from coaching.

The left-hand column of Table 1.1 organizes these expectations by

whether they were high, medium, or low on their priority list. Those

expectations that were highest on the list mostly related to building

the bench strength of leaders. Retaining leadership talent, accelerating

promotions, and increasing the diversity of leaders all speak to

Introduction to Coaching That CountsTM 3

Table 1.1 Coaching Expectations versus Deliverables

What Leaders Expected What Coaching Delivered

Retention of leadership talent Increased productivity

Accelerating senior leader promotions Increased quality of consulting

Improved teamwork services

Increased diversity Improved teamwork

Increased team member satisfaction Increased team member

Increased client satisfaction satisfaction

Increased quality of consulting Increased client satisfaction

services Reduced cost

Increased productivity

Increased business development Increased business development

Reduced cost Retention of leadership talent

Accelerating senior leader

promotions

Increased diversity

HIG

H

LOW

MEDIUM

increasing the size and quality of the talent base of leadership. The

fourth top priority, improved teamwork, referred to the expectation

that coaching would increase how well the principals and partners

worked with their respective teams to address client issues.

Those expectations that were in the middle of the pack included

team member and client satisfaction, quality of consulting services,

and productivity. Of course, all of these outcomes are important for

a consulting business. The issue here is what the leaders expected

from coaching to impact these outcomes. On the low end of the priority

scale were increased business development and reduced cost.

Coaching was not expected to significantly increase revenue, especially

given the long sales cycle for major consulting projects. Cost

was not viewed as being as important as the other categories because

costs associated with providing consulting services are mostly passed

on to the clients.