The Coaching Culture Story Revealed by Learner Intelligence

by | Dec 12, 2018 | Articles, Case Studies, Featured, General, Interviews, Resources

Qantas Airway, the flag carrier airline of Australia, is on a learning transformation journey.  Michelle Ockers, an expert learning analyst, worked with Qantas as an independent strategic advisor in 2017.  She utilised the Learner Intelligence programme to help Qantas identify how they could create a modern and engaging learner experience.

The Learner Intelligence programme was used to understand the existing learning culture at Qantas.  We’ve previously shared the lessons learnt by Qantas.  The learner intelligence data provided a wide range of insights, challenged assumptions about learning at Qantas, and led to better conversations.

There was one particular story revealed by the data that Michelle was keen to share more widely.  She has done this in her podcast, Learning Uncut.  Each podcast episode is a real conversation about real learning solutions and real experiences with real advice from real people – yes, they’re all about keeping it real.

In Learning Uncut Episode 15, released on 11 December 2018, Michelle and co-host Karen Moloney, speak with Bruce Love from Qantas.  Bruce is the Capability Manager for contact centres.  This conversation is about his work to build a coaching culture.

The learner intelligence survey explores a range of aspects of how people learn inside and outside of their workplace.  One aspect is how leaders support the development of people in their teams.  Both leaders and their team members are asked about how leaders support their development.  Responses are compared between the two groups, and also across different departments or business units.

This comparison revealed that something special was happening in the contact centres. There was a strong agreement between leaders and team members that leaders were highly engaged with the development of their people. Two things were unusual about this compared to other departments.  The first was that leaders and team members were in agreement about the level of engagement.  The second was that it was very high.

Within Qantas this provided an opportunity to use the data to ask questions about what was happening in the contact centres and how it could be leveraged or adapted in other parts of the organisation. Data opens up better conversations.

Bruce shares in the podcast that he was thrilled when he saw the data. It told him that the learning strategy he had implemented was effective.  Even better, progress on developing a coaching culture was stronger than he had thought it would be.  Listen to the podcast episode to hear more about how Bruce built a coaching culture and his tips for effectively engaging managers in development of their people.

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