1. Employee engagement as a key driver of organisational success.
Sarah White
General Manager, People
National Australia Bank

2. What we’ll cover…
Purpose & Values
Leadership
Customer Obsession
The Performance Link

3. Purpose & Values
Leadership
Customer Obsession
The Performance Link

4. The purpose and value of ‘Purpose and Values’
“People buy why you do what you do, not what you do.
It's the larger social relevance that matters”
PURPOSE
GOALS
VALUES
BEHAVIOURS
External Brand
Internal Culture 4 4

6. Purpose and Values in action

7. PURPOSE:
To inspire a happy healthy home revolution
VALUES:
Keep Method weird
What would MacGyver do?
Innovate, don’t imitate
Collaborate, collaborate, collaborate
Care like crazy

8. PURPOSE:
To provide the best customer service possible
VALUES:
Deliver WOW through service
Embrace and drive change
Create fun and a little weirdness
Be adventurous, creative and open- minded
Pursue growth and learning
Build open and honest relationships, with communication
Build a positive team and family spirit
Do more with less
Be passionate and determined
Be humble

9. Purpose & Values
Leadership
Customer Obsession
The Performance Link

12. Coaching is an enabler of performance
To realise the potential of our people, we strive to develop, engage and empower them to perform at their best. This needs to happen every day and become a part of how we work. Coaching is a way we can achieve this. Coaching sustains high performance and growth by unlocking people’s potential.
Individuals utilising an effective coaching approach demonstrate 3 essential elements:
Build Trust and Believe that people can develop
Connect others to learn and grow
Lift awareness, accountability and confidence
BUILD TRUST AND BELIEVE THAT PEOPLE CAN DEVELOP
1. Believe in people’s potential and the process
See-Do-Get: Do you help or hinder the people you coach
2. Trust and be trusted
Why Trust?
Trust = Character + Competence + Communication
Emotional Trust Account: Is your account in black on red
CONNECT WITH OTHERS TO HELP THEM LEARN AND GROW
3. Listen with presence
Levels of Listening:
Who are you really listening to?
Active Listening
Types of Questions
4. Question purposefully
The Funnel Approach
GROW Model and Questions
Coaching in the moment with powerful questions
5. Feedback give and receive to learn
Types of feedback
Effective feedback
SBI Model to structure useful feedback
Skill/Will Matrix to choose the best approach to lift the person.
LIFT AWARENESS, ACCOUNTABILITY AND CONFIDENCE
6. Lift awareness, accountability and confidence
Stages of Learning and your goal when coaching

13. Purpose & Values
Leadership
Customer Obsession
The Performance Link

14. Passion for Customers

15. Personal Emotional Connections
No expected call handling times
Customer training for ALL employees

16. Everyone is a “receptionist”
Customer Care specialists
Inspiring advocates

17. Purpose & Values
Leadership
Customer Obsession
The Performance Link

18. Engaging employees makes commercial sense
36%
16%
11,527%
194%
12%
10%
Total Customers
Sales
Revenue
Mortgage Market Share
Staff Engagement
Customer Satisfaction
PERSONAL
BANKING

19. Questions?