‘Coaching for Excellence’ – Performance & Development Conversations

Coaching for Excellence (or CFE) is a management development programme that is progressive in terms of skills acquisition and sustainable in terms of bringing about tangible behaviour change in support of a defined organisational development process (e.g., Transformation). It is offered as a generic solution that is easily tailored to the needs of the client organisation (in terms of context relevance, specific terminology and existing organisational and leadership development frameworks). CFE consists of 10 modules that can be delivered as stand-alone workshops or as an integrated programme. Typically, CFE is best delivered over a 2 year period, as the training is linked to core organisational and management processes (such as your performance management system) that would ensure that the newly acquired skills are embedded in ‘the way we do things around here’.

As such, it has been used as a capability solution in support of a broader organisational Transformation process, as well as a focussed training solution to improve line manager competence in conducting performance review and personal development conversations with their direct reports. CFE is all about how coaching can be “the glue that binds” in terms of organisational change and development (including matching people capability with process capability), increased people management capabilities, and more improved communication practices/processes.


“Holding People in Conversation” – Facilitation skills Training

“Facilitation is about creating the right conditions for holding people in conversation in order for challenges, views and ideas to emerge to everyone’s benefit” (Sean Germond)

The ability to ‘facilitate’ people in conversation is becoming an essential competence for leaders. We like to define facilitation as being all about the skills of ‘holding people in conversation’. Holding both in terms of the underlying group processes, as well as the content or subject of the conversation. Pygmalion has a developed what we believe is a unique facilitation framework that has demonstrated a powerful impact on line manager’s ability to chair meetings, conduct workshops and contribute to internal training programmes.

“Holding people in conversation” (best delivered as a 2 x 2-day format) is practical and experiential training programme, using real-time-real-life scenarios in a simulated environment. It focuses on the core facilitation competencies as summarised in our 5-5 facilitation framework, and builds on what people would have already been exposed to in other related training sessions.


“Minding your Own Business” – Customer Service

People need to be empowered to make their contribution to the business that they are part of, rely upon in terms of security of tenure, and in fact may have dreams of one day having an ownership stake.

“Minding (y)our Business” (MYOB) is a training programme designed specifically designed for the Franchise Market to improve the ‘sharp end of customer-service delivery’ by everyone in the value chain. The programme engages everyone in the Franchise Value Chain in a process of ‘thinking about our doing’ so that we take greater ‘care in how we are doing’. By ‘doing’, we mean ‘delivery of service excellence’ in line with the brand promise. MYOB includes a practical and user friendly toolkit that assists business managers in improving the performance of their business through frontline staff engagement and skills development. The focus is on setting a benchmark for frontline employees who interface with customers, whilst taking the nuances of the specific market into account.

M(Y)OB is based on the concept of “levels of work” and an appreciation that all levels within a Franchise Business Model need to be part of introducing best and new practices within their areas of responsibility. The interdependent roles and the collective effort of the various players to create service excellence is the focus of this programme. The only difference, however, is that the conversation that each level would have differs in relation to the nature and complexity of the work that needs to be done.