Behavioral leadership coaching

 

Our coaching model focuses on identifying opportunities to build leadership capacity through both learning and applying skills in a candidate’s natural surroundings. Our goal is to help leaders achieve positive change, resulting in professional growth. Our process begins with a stakeholder 360 to assess a candidate’s needs and identify skill gaps. From our experience it is the quality of a leader’s relationships with stakeholders that is the catalyst for successful, measureable, long-term behavioral change.

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Leadership Development and Succession Planning

Your talent is a crucial resource and a long-term investment that is worth the effort. Creative Intelligence works with clients who understand the importance of leveraging their best talent. We specialize in customizing “strength-based” leadership programs that help executives, managers, and employees identify and capitalize on their talents to enhance performance. We help clients build their bench strength to guarantee that the right employees aren’t only in the right positions today, but that they will also be prepared for future roles.

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Call Center Management and Sales Development

Call center executives’ top concerns for the coming years are agent productivity (59%) and aligning corporate and call center goals (41%). These same companies spend millions of dollars each year on training that simply does not successfully change behaviors.

Whether for Inbound or Outbound call centers, we offer “in-the-trenches, on the floor, getting agents to thrive on the phones” courses to assist call center executives solve their biggest issues. We help you make the most of your current talent with programs that meet the challenges you face every day.

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Safety Leadership Performance

 

Building strong leadership safety capabilities in your workforce is a strategic commitment and the key to maximizing operational performance, reducing costs, and promoting a safer work and home environment. It is the issues that are not discussed due to a “culture of silence” that present the biggest challenge to a safe workplace. Our CISafety Leadership Programs provide a comprehensive approach. We assess your needs and build a customized program to reinforce safety values both in and out of the workplace.

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Behavioral Leadership Coaching



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BEWARE – NOT ALL COACHING IS THE SAME!

While behavioral coaching is only one technique for leader development, it is the approach of choice, because the results allow for observable and measureable change. In major organizations even a small positive change in behavior can have a big impact, financially and otherwise.

Our coaching model focuses on identifying opportunities to build leadership capacity through both learning and applying skills in a candidate’s natural surroundings.

While the coaching process is very strategic and a valuable growth experience for top executives, it is proven equally important for high-potential future leaders who are looking to enhance professional performance and develop leadership potential. These are the people who have great careers in front of them.

 

Our goal is to help leaders achieve positive change, resulting in professional growth. Our process begins with a stakeholder 360 to assess a candidate’s needs and identify skill gaps. From our experience it is the quality of a leader’s relationships with stakeholders that is the catalyst for successful, measureable, long-term behavioral change.

We consider the coaching process to be a strategic development tool. Our method is customizable and engagements are designed to meet the goals of each client. A typical coaching engagement is 6-12 months, with the majority of workload at the front-end. If coaching is indicated as part of a broader leadership development plan it will generally run concurrently with specific interactive learning and the length of coaching is set accordingly.

Recent statistics suggest that the average return on investment of a successful coaching engagement is at least 7 times the initial cost. If your organization is looking for a cost effective and relatively short-term investment in your leaders, behavioral coaching is a proven technique to seriously consider.

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Leadership Development and Succession Planning

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While change is the one constant in strategic talent development, some organizations plan for and manage it better than others. And it’s not necessarily the Fortune 100 companies who do a better job.

Surveys suggest that 60% of corporate leaders predict shortages in all management levels over the next 5 years. In addition to other factors, the retirement of 65 million Baby Boomers is expected to account for a leadership talent gap of 30 million. Yet, barely 40% of organizations have a formal Strategic Talent Framework that aligns with overall business strategy to support identification, development, and leader succession.

Your talent is a crucial resource and a long-term investment that is worth the effort. It only stands to reason that organizations that excel in developing their leaders achieve higher long-term profits.

 

Creative Intelligence works with clients who understand the importance of leveraging their best talent. We specialize in customizing “strength-based” leadership programs that help executives, managers, and employees identify and capitalize on their talents to enhance performance. We help clients build their bench strength to guarantee that the right employees aren’t only in the right positions today, but that they will also be prepared for future roles.

We sequence formal learning, coaching, mentoring, and practical experience around appropriate behavioral outcomes and metrics. Beyond that we view development as a relationship between a leader and his/her stakeholders. Colleagues both participate in and evaluate the leader’s progress.

Our approach pays specific attention to the “Action Gap” – that space between leadership knowledge, behaviors, and tangible outcomes. We understand the importance of measuring and reinforcing learned skills and behaviors outside of the classroom as an essential part of development. Some of this occurs naturally if the program is aligned with the business strategy. However, we specifically help companies build stretch goals into their development model and leverage real projects or business challenges to reinforce an action-learning experience. This is all supported through formal individual or group coaching and informal stakeholder feedback.

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CORPORATE UNIVERSITY AND LEADERSHIP DEVELOPMENT ACADEMIES:

Our team has helped create award winning Corporate Universities and developed Leadership Development Academies for organizations in Utility, Petroleum, Technology, Telecommunications and Financial industries.

Call Center Management and Sales Development



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Call centers around the world employ over 10,000,000 agents.

Recent studies help us to better understand key issues and challenges in managing call centers and how they impact the overall business goals.  The majority of call center executives (59%) say their top concern for the coming years is agent productivity followed closely (41%) by aligning corporate goals and call center staff goals. These same companies spend millions of dollars each year on training that simply does not change behaviors in the way in which they hoped.

Most training programs focus on agent training and are typically successful in changing behaviors for a very short time, but without the support of leadership, agents revert back to old behaviors.  The solution is to involve everyone–agents and leadership–to ensure goals can be met.  On average, according to the study, agents have 49 minutes of idle time daily.  In the same study, 31% of the call center executives indicated that they would like agent idle time to be used for coaching and 20% said for agent training.  Yet, we simply don’t make coaching and training a priority.

Creative Intelligence is proud to offer proven training courses authored by Call Center Training Solutions, who have successfully developed their clients’ skills since 1994. Whether for Inbound or Outbound call centers, we offer “in-the-trenches, on the floor, getting agents to thrive on the phones” courses to assist call center executives solve their biggest issues:

  • Supervisors and managers who don’t hold agents accountable
  • Supervisors and managers who “are busy with firefighting, just give answers to make issues go away and problem solve” rather than coaching agents to be successful
  • Supervisors and managers who are so overloaded with paperwork and observations, time for coaching is never set aside
  • Agents who are too new to understand product lines
  • Negative attitudes in the work force
  • Agents who automatically offer lowest price simply to get the sale
  • Lack of building rapport with clients
  • Angry clients exhaust the agents every day so agents “give away the business” in order to make clients happy
  • Every call is completely different–there is no consistency in the way we do business

Our solution is designed to help you make the most of the talent you already have. We pack our programs with practical solutions to meet the challenges you face every day.

  • Telephone Sales Mastery Inbound
  • Telephone Sales Mastery Outbound
  • Call Center Floor Management
  • Superior Service

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Safety Leadership Performance



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Workplace injuries cost organizations more than $50 billion a year. While many of the most obvious threats have been reduced or eliminated through improvements in equipment, policies, systems and training, these tools often fail to address less visible threats imbedded in the organization’s culture.

Research shows that the missing ingredient for a safety culture is accountability. If people don’t hold each other accountable for acting on observed threats to safety, training designed to help them recognize threats will be of little value. It is the issues that are not discussed due to a “culture of silence” that present the biggest challenge to a safe workplace.

Building strong leadership safety capabilities in your workforce is a strategic commitment and the key to maximizing operational performance, reducing costs, and promoting a safer work and home environment.

Our CISafety Leadership Programs provide a systematic and comprehensive approach to workplace safety. We use a four-step process to

  • Identify the organization’s strengths, opportunities, and needs
  • Establish a baseline and target for improvement
  • Build and deliver a customized program designed to leverage essential communication skills and leadership behaviors
  • Reinforce safety values at all levels both in and out of the workplace

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Knowing others is intelligence; knowing yourself is true wisdom. Mastering others is strength; mastering yourself is true power.
Lao Tzu

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OPENING THE DOOR TO SAFETY LEADERSHIP CONVERSATIONS

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About

Our Name

Creative Intelligence isn’t just our name, it is our approach to leadership. It has been our experience that great leaders have highly developed left and right brain thinking; the left side to view the world through a rational/critical lens and the right side to see the larger vision and counter pure logic with creativity and innovation. Our mission is to help leaders develop and use those talents in the context of modern organizations.

Who We Are

Creative Intelligence is a group of strategists with over 45 years of combined experience who bring their diverse interests and expertise together to partner with clients who are looking for affordable, strategic solutions for Leader Development and Succession; Behavioral Leadership Coaching; Safety Leadership Performance and Call Center Development Solutions.

Our approach is based on the philosophy that

  • Successful results come from a marriage of left- and right-brain thinking
  • Successful behavioral change occurs from the inside out and requires excellent communication and relationship skills

Our Value Proposition

Selecting the right consulting firm can be a confusing process due to the unique needs of every organization. Many consultants offer a wide range of services. On the other hand, we specialize in what we do best, which is partnering with our clients to build their future leaders. We are successful because we keep two things in mind.

  • We leverage the stakeholder’s essential communication skills and behaviors to produce the desired outcomes, regardless of context. The advantage of our approach for our clients is that behavioral change is actionable, visible, and measureable.
  • We “develop” rather than “train” leaders. Training standardizes behavior and is a one-size-fits-all indoctrination to a set of systems, processes, and techniques. Development, on the other hand, is future-oriented. It moves beyond “best practices” and focuses on “next practices,” encouraging critical thinking and innovation.

Meet the Team

Maryanne Wanca-Thibault, Ph.D.

President  //
Communication & Leadership Strategist

Maryanne has over 20 years experience as an OD and Leadership Strategist, a Behavioral Coach, and an Educator. Her clients include organizations of all sizes, across industries, and in the private and public sectors.

In the areas of OD and Leadership she works with clients to identify, build, and implement talent development and succession strategies that maximize leadership potential. As part of this type of engagement, she often also works with organizations to better plan and manage change using effective communication and adaptive leadership strategies.

In her role as a behavioral coach she consults on a range of leadership-related issues with professionals from individual contributors to the C-Suite. While generally, one-on-one engagements, a part of her work also involves groups. Some of her most interesting and rewarding work in this area has been with family businesses in transition.

She is well versed in executive needs assessment and analysis, culture, conflict resolution, influence building, emotional intelligence, critical thinking, team building, curriculum development, and instructional design.

Maryanne has a Doctorate in Organizational Communication from the University of Colorado at Boulder. She was faculty at CU-Colorado Springs for over 10 years. Currently, she creates and facilitates learning, in both academic and corporate environments. Currently, she is Adjunct Faculty at Regis University and specializes in the areas of Communication, Business, and Leadership.

MA@CREATIVEINTELLIGENCEINC.COM

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Kelvin Southards, M.Ed.

Vice President //
Communication & Leadership Strategist

For more than 15 years, Kelvin’s passion for developing others has been his guiding principle. In order to assist talented contributors, organizational systems, practices and procedures must be examined to determine the skills necessary to be successful. Kelvin has guided talent development programs in a variety of organizations in finance, hospitality, telecommunications, utilities, petroleum, gas and manufacturing industries. Additionally, he has partnered with a variety of senior leaders to develop strategic plans for funding, staffing and facilities.

Kelvin is also a talented facilitator who has been called upon to deliver educational seminars, training workshops, strategic planning events, and meeting leadership. He is also considered a specialist in instructional design and train-the trainer. To that end, he has certified trainers throughout the U.S. and Europe to facilitate programs he has authored or in which he has been master certified.

Because of his varied background, Kelvin is certified in the topical areas of:
• Training for Trainers
• Designing High-Quality Training
• Customer Service
• Telephone Sales
• Call Center Floor Management
• Leadership Development
• Safety Leadership
• Lominger Competency Mapping
• DiSC Profiles

Kelvin holds a Bachelor of Science in Business Management from the University of Phoenix and a Master of Education, Education and Human Resource Studies from Colorado State University.

KELVINS@CREATIVEINTELLIGENCEINC.COM

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Kevin Carter

Vice President  //
Business Development Strategist

Kevin is a strategic thinker with a complementary tactical skill set. He has over 24 years experience working with small businesses with international ties. His diverse expertise including marketing, customer service, wholesale merchandising of enterprise software solutions, professional services, and training and consulting gives him a unique global perspective on marketing, business, and technology across a variety of industries.

His most current venture as the Director of Sales and Marketing has given him the opportunity to drive an expansion strategy for an organization that specializes in the safety and rescue training and certification of remote site access workers.

Kevin has received numerous awards and sales figure distinctions over the years, and has proven repeatedly that his genuine, thoughtful, and caring customer centric model has resulted in long–term, productive business relationships.

Kevin has recently started a sales consultancy for small business leaders, Balls of Sales LLC. combining his passion for sales and business with metaphors and lessons from baseball and other sports (www.ballsofsales.com). Kevin is a member of SABR (Society of American Baseball Research) and is a researching baseball archives for his own book by the same name with an anticipated release of June 2014.

Outside of work inc. Kevin spends time with his wife of 12 years and 2 children and a rescue dog named Cookie. He is also actively involved in scouts and leads his son’s den of 7 year old boys.

KEVINC@CREATIVEINTELLIGENCEINC.COM

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Sarge

Master
of all Who are Intelligent and Creative

This Jack Russell Terrier is young and a bit undisciplined, but his energy and passion for being a dog is an example to anyone who has taken him for a walk or thrown him a ball. Sarge isn’t so different from young leaders – individuals who have the goals and commitment, but need a little direction to grow.

While Sarge doesn’t claim to be a leader, he does have a thought for those who embark (no pun intended) on the road to discovering what it means to lead from “best practices” to “next practices.”

Do you want to be safe and good or make the investment to be great!

Drop us a line

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Contact Us Directly

PHONE

303.877.8675

EMAIL

Maryanne : ma@creativeintelligenceinc.com
Kelvin : kelvins@creativeintelligenceinc.com
Kevin : kevinc@creativeintelligenceinc.com

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