It’s been said that culture eats strategy for breakfast. So while you may spend weeks mapping out the best laid corporate strategy, it may be useless if you don’t have a coaching culture.
Many organizations that succeed at creating a great patient experience and high employee engagement (of course the two are interrelated) accomplish this by fostering a coaching culture. Keep in mind that it isn’t limited to formal coaching relationships. It’s an environment where coaching is used as a means of managing, communicating and engaging others.
At Baird Group, we define coaching as: “A supportive relationship that fosters learning, transformation and growth.” We find that the key to success lies in helping individuals understand how to coach and be coached.
A coaching culture works wonders in promoting values, accountability and ownership. You’ll recognize it when you see:
- Coaching flows in all directions, not just from the top down. There is peer coaching that promotes problem-solving, communication and learning
- Every person and every department is engaged in seeking customer feedback
- Every person accepts accountability and ownership for their work and their relationships
With a coaching culture, you can increase employee engagement which, in turn, promotes a better patient experience. What are you doing to promote a coaching culture?