How an operations specialist increases his performance

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.

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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."

Adam Sandrew, Head of Internal Operations, Australia Post

Key Findings

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125%

Improvement in Health

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52%

Improvement in Composure

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25%

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.

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Method

Baseline PR6 Resilience assessment score: 61/100. This is 9 points below population average.

  • 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.

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