THE IMPORTANCE OF BUILDING RAPPORT
 IN COACHING PROGRAMMES.


Pets at Home are the largest pet supplies retailer in the UK with approximately 330 stores and 6,000 employees. In 2010 they commissioned us to deliver a Leadership Development Programme for their Field team.

The Field team comprises Area Managers, Field Pet Managers and Regional People Managers. We worked closely with them to design and deliver a programme that built upon the leadership talent of this management population. It developed the critical skills, qualities and behaviours required across the key regions within the business, and also encouraged cross regional thinking and working.

This ensured not just the development of skills but also the shared understanding of business issues and challenges from colleagues who didn’t usually work closely with each other.

The initial programme presented a business improvement initiative, which gave a significant return in investment. Following its success, Pets at Home asked us to deliver a second programme for Support Office Management. This included the challenge of cross business functionality and how to move forward from a leadership development aspect.

They have now asked us to deliver another two programmes, including both a mix of Field and Support Office Management, to improve cross business development as well as the further development of skills.

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