Leadership Mindset Towards Customer Centricity and Innovation
“In addition to highly recommending her for her commitment to exceed expectations, I want to thank Kristyn. I was fortunate enough to attend People for Success Authentic Leadership Program over a period of 12 months, which involved sometimes confronting and challenging learning. The impact on my leadership and facilitation skills is seen day in and day out. Not only has my team gained the rewards of this program, I approach every situation differently today as a result of Kristyn’s guidance. This program has greatly assisted in my journey to be the best leader I can be and without this program, I wouldn’t be doing and making the decisions I am making today.”
Area Centre Manager, Queens Plaza Brisbane, Vicinity Centres (formerly Novion)
Novion was an Australian Real Estate Investment Trust, which invested in shopping centres across Australia. The company held interest in 27 retail assets and manages 19 assets on behalf of partners (nine of which are co-owned with the Company). It has approximately 17,000 investors across 19 countries. The Company merged with Federation Centres in 2015 and is now known as Vicinity.
Consumers are looking for experiences that go well beyond traditional shopping. To increase the value of their assets, Novion needed to become more consumer focused and this involved reviewing and revitalising its digital strategy.
Developing leadership capacity to drive innovation and excel at customer experience became one of the important pillars of the company’s strategy. Building and maintaining a culture that fostered innovation required a mindset change of the leaders of the organisation. To address this strategic need, People for Success was engaged to develop and deliver a leadership program that would support leaders from every corner of the business in developing the key mindset and skills to achieve the desired culture.
Novion was very clear on how People for Success’ Authentic Leadership Program fitted in with their strategy of building leadership capability to unleash the creativity of its people and develop a customer-centric culture. To tailor the program to the complexities of the industry, its multiple stakeholders and varied leadership positions, we conducted a thorough series of meetings to fully appreciate the context of the environment.
We tailored our Authentic Leadership Program and delivered 8 days of training to each leader over 12 months. The program included the LSI 1&2 from Human Synergistics along with executive coaching sessions. The program focused on developing the mindset and skills of emotional intelligence, coaching, performance planning, team leadership skills, empathic perspective taking and stakeholder engagement.
The Authentic Leadership program contributed to a positive change in the leadership style of participants. The program not only helped with useful frameworks for giving feedback, holding team meetings, inspiring great performance through framing, it also strengthened leaders’ ability to seize new opportunities, operate effectively with ambiguity, acknowledge and communicate the value of having a customer-centric culture and thrive in response to new challenges utilising the creativity of their teams. The overall outcome of the program was reflected in the feedback. On a five-point assessment scale, the response to the learning experience from attendees averaged 4.8 and when asked if they would recommend the program to a colleague the response averaged on 4.9.
“Few workshops have touched me or changed me like this. I felt like I was connected to the content”
“This was truly a life changing experience”
“It will be a loss to the business if this course in not continued. Should be compulsory for all managers (new and old).”
“We have been running People for Success’ Authentic Leadership Program and the feedback from these sessions is exceptional. I have no hesitation in recommending Kristyn and her team to businesses looking for leadership education that will generate positive business outcomes long after the program has concluded.”
Kate Silverback, Human Resources Manager
Novion Property Group
"Using the six hats methodology we were able to uncover all of the issues that contributed to us not delivering on time. The issues were around material supply, communication, teamwork, business model, leadership. Every person contributed and those people who would normally dominate discussions with only a negative contribution were silenced with the six hats metholodology allowing every person to contribute. Using the collective intelligence of the group we were also able to brainstorm solutions to the issues and set long and short term action plans going forward. We covered a lot of ground in 2 days. Using other methodologies it could of taken longer or worse still we may not have identified all of the root causes."
Bruce Hansen, General Manager Operations, Security Solutions and Services
"Kristyn facilitated a series of Leadership Team Alignment workshops for our executive group. Our senior leaders gained insights into how they see themselves, how others see them and how those insights can be used to improve our team’s performance. Following the investment in the program we not only saw immediate improvements in our leadership culture here at carsales, but longer term positive impacts to the way we lead and communicate."
Cameron McIntyre, COO
"The course was excellent, I came into the training thinking it's just another course where the trainer will tell us right from wrong and how it should be. I came away inspired to be a better customer service professional."
Silka - Customer Service Professional
“Kristyn’s approach to our team building event and complete understanding of what we wanted to achieve ensured an extremely effective outcome. It was obvious from the start that we were in good hands as Kristyn assisted both companies, define business goals and a strategy, then went on to create an amazing event with a complexity of team challenges including games and events which involved all of the team selecting what they wanted ‘more of’ and ‘less of’ within the Alliance which formed a list of ‘Shared Goals’ for the team. The valuable tools and processes utilised throughout the day left a lasting impression on attendees, with only positive feedback received. Kristyn’s ability to embrace and capture all types of personalities and styles is a tribute to her which left the team with a highly memorable and extremely beneficial experience.
Peter Munro - V1 Alliance Manager
“As a team we were able to achieve amazing results. Kristyn was persistent, challenging, sensitive and emapthic. I can truly say that we have never engaged with a company that has delivered us with so many improvements in the way we manage ourselves and our people.”
Wendy Cooper - Commercial Director
“I want to thank Kristyn, in addition to highly recommending her for her commitment to exceed expectations. I was fortunate enough to attend People for Success Authentic Leadership Program over a period of 12 months which involved sometimes confronting and challenging learnings. The impact on my leadership and facilitation skills is seen day in and day out. Not only has my team gained the rewards of this program I approach every situation differently today as a result of Kristyn’s guidance. This program has greatly assisted in my journey to be the best leader I can be and without this program I wouldn’t be doing and making the decisions I am making today. "