Resilience Case Study: Australia Post
52% Improvement In Composure
Utilising Driven’s resilience assessment & intensive one-to-one coaching, Tom (name changed) finds a new way of thinking to ‘keep his cool’ under pressure.
Resilience Case Study: Australia Post
52% Improvement In Composure
Utilising Driven’s resilience assessment & intensive one-to-one coaching, Tom (name changed) finds a new way of thinking to ‘keep his cool’ under pressure.
Our client- Australia Post
Industry
Postal services, Digital Services, Logistics
Size
32,000 employees
Established in
1809
Location
Sydney, Australia
"Tom* has vastly improved his ability to remain calm under pressure. He still makes mistakes, but has become a person that can listen, receive feedback and continue to improve. His manager has noted his new positive impact on the whole Operations team. His outbursts are vastly reduced in frequency and intensity. His new thinking has changed him as a person in the workplace and at home."
Key Findings
Improvement in health
Improvement in composure
Improvement in reasoning
The challenge
Tom* works in the public transport sector in an Operations Centre support function. He receives inbound calls from drivers who have encountered disruptions to service for a wide variety of reasons and often require urgent support that is facilitated by Tom and others in the Operations team. He has tended to get frustrated with callers and ‘lose his cool’ to the detriment of a solutions-based focus.
Method
- Monthly coaching sessions both face to face and Skype
- Focus on personal goals; tools and strategies; life skills
- Out-of-session homework
Re-Assessment
- After a three-month period, Tom* was re-tested.
- New PR6 Resilience assessment score: 82/100. This is 12 points above population average.
- 26% overall improvement in Tom’s resilience across the domains of Vision, Composure, Reasoning, Health, Tenacity and Collaboration.
Results
Tom* has vastly improved his ability to remain calm under pressure. He still makes mistakes, but has become a person that can listen, receive feedback and continue to improve. His manager has noted his new positive impact on the whole Operations team. His outbursts are vastly reduced in frequency and intensity. His new thinking has changed him as a person in the workplace and at home.
