Testimonials - Inigo

Performance Management, Feedback and Coaching

Inigo is a small company operating prestigious serviced offices at seven locations across the UK. Each Centre has a Manager with one or two assistants and we rely almost entirely on in-house training to enable our people to create the outstanding environment which is at the heart of the brand. We achieved the IiP standard several years ago and are continually seeking to improve our performance. Recently through discussions with Business Link we identified a need for some professional help to improve the coaching skills of the Senior Management Team and to assist us with managing under performance more effectively.

From the outset, I found First Class to be highly professional, but friendly and approachable – qualities that we value highly in our business and are delighted to find in others. They have taken great care to get to know Inigo and to understand our requirements. Our Operations Manager and myself spent a morning with Alan Mathews from First Class working on performance management and coaching skills. We were impressed by the careful way Alan got us to examine the issues and define what we were hoping to achieve. Through questioning and listening he was able to show us that we knew what we needed to do and helped us to formulate some very constructive and “do-able” actions to take back to the rest of the management team. He demonstrated how setting clear standards would help us to establish achievable goals and provide a framework for our appraisal process, making it easier to provide objective critical feedback. This was a very practical demonstration of coaching and we both came away much more confident that this was something we could develop and share with our colleagues. We have already begun to develop the standards and to make the appraisal process more objective and we have now arranged a workshop for all our senior management team and Centre Managers. I am very confident that we shall be able to use these skills on a daily basis throughout the company and that our teams will work better for it.

Jenny Faulkner | Inigo