360 degree feedback solutions, 360 degree appraisals, 360 degree employee surveys from The Communication Challenge
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Client Testimonials


Read our client testimonials about:

Valerie Heritage MD
Coaching
Equality and Diversity
Leadership
Emotional Intelligence
Sales
Teams
Team Building
Bespoke Solutions
Accreditation

Valerie Heritage, Managing Director

“I have worked with Valerie for over six years now in my capacity as Performance Coach Manager with J & J.   Not only does her Company’s comprehensive range of products meet our needs but it is also a pleasure to work with her. Valerie and her support team are highly professional and their customer service standards are exemplary.  Valerie’s naturally positive and enthusiastic approach ensures that nothing is ever too much trouble and she has always shown a genuine interest in making sure her Company's index360© range of tools 'work' for us.  She will challenge our thinking where appropriate and has a refreshingly honest and direct approach, making it very easy and hassle-free to work with her. The systems and processes are extremely easy and practical and offer a high degree of flexibility. I would have no hesitation in recommending The Communication Challenge”.

Elaine Macnamara, Performance Coach Manager, J & J UK


“What really impressed us was the time Valerie spent up front to ensure everything was in place to achieve the best possible results with our Senior Managers.  She highlighted all the common pitfalls and helped us design the briefing process in addition to helping us to plan how we were going to feed back the results – it was thorough and extremely professional. 
During the questionnaire completion process (all conducted on-line) Valerie or one of her colleagues was always available to answer any queries we had or respond to any requests, nothing was too much trouble.   We received the results on time, within three weeks from the start of the whole process, and they were extremely easy to understand and work with. In addition, we requested some ‘bespoke’ reports which were produced within 24 hours. 
Valerie also helped us design a one-day workshop for all seventeen managers and we were able to gain immediate ‘buy-in’ from everyone – the enthusiasm was truly motivational.  Action plans are now in place and we are looking forward to using index360© again with Valerie in January 2007 to measure progress.”

Andy Warburton, Regional Business Manager, Smith & Nephew Healthcare



‘Valerie delivered a well thought out, interesting and informative presentation on 360-degree feedback for Women in Management in Leicester, a Chartered Management Institute professional network. As well as an overview of what 360 is along with advantages and drawbacks, she clearly pointed out the common pitfalls of using such methods and explained how it can be applied to assessing development needs related to specific skills sets. 
The feedback from the audience was very positive. All delegates thought Valerie was very good or excellent. Comments included ‘Very interesting evening’, ‘Very thought provoking’, ‘Interesting and informative’, ‘Interesting topic & Valerie covered the pros & cons very honestly & openly. Food for thought!’ ‘It was good to have a practical session, analysing information & also gives the opportunity to relate aspects to own experience.’

Muriel Russell, Women in Management – Leicester Chair

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COACHING

Creating an open and honest culture

Open and honest culture egg image

Improving performance takes time – it needs to be embedded in the culture of the organisation and be continuously reviewed – in order to do this we need to create an open and honest culture – so that everyone feels free to ask for help, to provide positive and negative feedback. Too much is assumed and this is very dangerous as it can sometimes take a long time to realise that something is not working.

 

“We had our grievances as a team and as individuals, index360© gave us a forum to raise these, avoiding confrontation. It gave us a vehicle in a positive and constructive way and it came through loud and clear. If we hadn’t had this 360 we would have had to go to a more senior member of the team as we would not have felt able to tell our manager ourselves. I would not want to jeopardize my career – I was too new to the team. We ‘chilled him out’ – he came a much more relaxed manager”,

Team Member, J & J UK.

(Extract from ‘Coaching the Coach pays Dividends’ – published in Coach the Coach (Fenman). Full article>>

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Promoting the sharing of best practice

Sharing best practice cogs image

We are all different and have different strengths and weaknesses – it is by understanding these and working together and helping each other that will make a difference to the performance of organisations. If we can encourage people to share good practice and learn from each other then performance will improve.

 

“You need to involve the team as their development is based on yours. It’s a win-win situation. The index360© process has been a significant factor in making me a better manager, and my results prove it!”

Regional Sales Manager, J & J, UK.

(Extract from ‘Coaching the Coach Pays Dividends’). Full article>>

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Managing through empowerment Encouraging accountability dominoes image

Britvic testimonial

‘I can’t do anything about it – it is down to management’ – how often have we heard this!

We need to encourage employees to take on responsibility to work together to improve – if we can engage them in the process from the start we are much more likely to achieve this. They need to understand that everyone has a role to play and that it will benefit them as much as everyone else.

“Previously there was a lot of ‘checking’ before decisions; there was not enough intellect and empowerment to avoid that. Now it is much better, index360© has helped that”,

Tim Roberts, Director of Customer Operations, Britvic Soft Drinks.
(Extract from ‘How coachingindex360© made a difference at Britvic Soft Drinks – The Managers’ Story). Full article>>
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“We have been using coachingindex360© as part of our selection and development process.
Using coachingindex360© has enabled us to gauge exactly where individuals need development in their coaching skills.  It has also helped us to discover that some of our people didn't fully understand what coaching could entail and one of the benefits is that they are now able to identify the occasions where they are already actively coaching.We are now putting together development plans and will be able to measure their ongoing coaching effectiveness”.

Steve White - Training & Development Manager, Birmingham Midshires
Go to Coaching Solutions>>
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EQUALITY & DIVERSITY

South Essex Homes testimonial“South Essex Homes used the equalityDiversityindex360© process to evaluate the effectiveness of our training, give us a signpost to what was working well in the Company and show us where we need to do more.
An initiative like this enables us to evaluate whether our valuable training budget and staff time is being used wisely; we have identified some helpful learning points; but most importantly it’s a useful quality check that we are improving access for our service users.
We plan to use this year’s results as a baseline so we can measure our progress.
equalityDiversityindex360© is quick and easy to use and has given us a valuable health check in this important area”.

Mike Gatrell, Chief Executive, South Essex Homes
Go to Equality & Diversity Solutions>>
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LEADERSHIP

"leadershipindex360© is an integral part of our Management Development Programme. It has provided our Managers with honest and reliable feedback on a key skill area that is seen by the Company as an essential part of their job and a critical element in their Performance Development Programme ". 

 J & J, UK
Go to Leadership Solutions>>
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EMOTIONAL INTELLIGENCE

“As I took the brief for a couple of recent coaching assignments, my heart sank as I heard the same old refrain: no good with people; rub senior people up the wrong way; not going anywhere until he/she gets sorted...how very objective!  However after my initial 1:1 with each individual, it was obvious that good old perception was everything! Case 1 is a senior manager, very successful, very results-driven. Keen to progress but unsure what exactly was holding her back .  Case 2 is a new recruit analyst seen as very bright with a big future. Indifferent to what people think about him and will not suffer anyone he feels superior to (his words!)  For my clients, and myself I believe the major plus points were that firstly we had an objective starting point. The feedback was there and we had plenty to go on. All the goals could be set around closing the exposed gaps. The tool has a very positive slant and both my coachees were pleasantly surprised that feedback can be positive too”. 

David Wignall, Swanforce Ltd
Go to Emotional Intelligence Solutions>>
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SALES

"salesPerformanceindex360© has been a crucial catalyst for some important changes within the organisation. The whole process proved extremely simple and the information and feedback that we got formed the basis of some key strategic decision making for the next twelve months and beyond. It provided the ideal environment for my people to be open and constructive. Everyone involved in the process from me down to the sales people have found it extremely productive".

Managing Director, Tom James (Europe) Ltd


"This survey suggests that there is potential for salespeople to benefit from long-term learning and development in the same ways as other professionals such as accountants and engineers.  Surveys like this are extremely valuable in identifying the challenges that companies still have to meet". 

Carol Pillinger, Education Director, ISMM

Read the Sales Performance Research Executive Summary or contact us for the full report


"Despite its obvious importance to the health of companies and the economy, the sales function is still a relatively under-researched area.  index360's contribution to the knowledge about sales performance is welcome and interesting.  This research is notable for the number of participants involved, the extent of information gathered and the thoroughness with which it was complied".

Beth Rogers, Research Director, ISMM, Programme Manager for Sales Management, Portsmouth Business School and the Chair of the Sales Steering Group, MSSSB

Read the Sales Performance Research Executive Summary or contact us for the full report


“It gave me an objective and true appraisal of the morale and feelings of my sales organisation, in the past it had been difficult to gauge this effectively when running a multi-team sales business. I now know more clearly where the strengths and development needs of my team really are”,

Nigel Slater, Head of Sales, Merial Animal Health

Read the Daily Telegraph article on index360's approach to improving Sales Performance


Kelly Davis, Sales Team Manager of New Horizons Training, which also took part in the research project, said she was particularly interested in the research findings about her team's understanding of the marketplace. She said:

"I have tasked our salespeople to research 15 of our competitors and present their findings back to the rest of the team. This has resulted in the creation of a library of competitors which is being updated and enriched regularly.''

New Horizons has also reviewed its sales team's personal development plans to reflect the initiatives taken.

"We think this will help to drive and motivate the team”.

Read the Daily Telegraph article on index360's approach to improving Sales Performance

Go to Sales Solutions>>
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TEAMS

What's In It For Me? What's in it for me Question Mark

To engage employees in working together to improve performance you need to ensure that everyone understands ‘what’s in it for me?’; they need to feel that they are part of the whole process otherwise they will not have the motivation to participate fully.

“It was also very helpful to compare the different functions and discuss each team’s performance with their manager whilst also being able to share good practice within the management team. The company feedback session worked extremely well as we were able to focus on the’ real’ issues in an unemotional way and get everyone involved in the discussions”.

Casper van Dongen, General Manager, Chefaro UK.
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The commitment to change Commitment to Change arrow image

To improve performance everyone involved needs to want to do it. It is really difficult to improve if people are working against each other, usually because they have not been involved in the decision-making process and are therefore not fully convinced that it will benefit them directly.

“There was a great deal of hostility towards the changes to their working methods and it was difficult to identify exactly where the real issues were. index360© helped us to really get to the bottom of how much of a real issue things were”.

Tony Gee, Operations Director, NTL.
(Extract from ‘The Corporate Healthcheck at NTL).
Full article>>
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Taking ownership to make things happen Taking ownership image

If you have been part of the decision-making process from the start you are more likely to take ownership to improve performance as you understand why and how it will benefit you.

Ownership from everyone involved is crucial to the success of any process to improve performance.

"Few, if any, of the improvements would have been likely without the index360© process………because the index360© results came from the teams themselves, rather than from me, they owned the results”,

Catherine Sweet, Director of Commercial Activity, Local Government Association.
(Extract from Using 360 to get a 180 Turnaround).
Full article>>
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Motivating and energising everyone Motivating and Energizing everyone

Energy drives performance. If we are motivated and excited about doing things in a different way we are much more likely to get involved and succeed.

Motivating and energising your employees is crucial if you want to create an environment where people want to improve things.

 

“We needed to engage people’s enthusiasm, not just collect a catalogue of complaints. index360© did that superbly; the results were shared and understood by everyone in a single meeting for all staff where the next steps could be debated. It helped us to make it clear that there was no management ‘hidden-agenda’; everyone could see what had to be done”,

Catherine Sweet, Director in Charge of Communication, British Bankers’ Association.

(Extract from ‘Starting the Change Process at the BBA’). Full article>>

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Getting buy-in to a new way of working Getting buy-in dice image

We do not naturally like change – it frightens us – so we need to understand and feel positive that it is going to benefit us and that is has not been imposed on us by someone else.

 

“index360© was invaluable in showing to the managers that the issues we needed to work on together had been identified by them and that I was not imposing what I wanted”,

Colin Darroch, General Manager, Ethical Generics.

(Extract from ‘Supporting Change at the Top’). Full article>>

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Understanding the importance of ‘my role’

Understanding the Importance image

We all need to know where we fit in to an organisation and believe that we have an important role to play. If we understand this we are much more likely to work to improve what we do as we can see the benefits.

 

“index360© showed us where we needed to work on our relationships within the team and to understand that we are all different. Everyone really took ownership of what existed and we were able to highlight what we had to do to change”,

Terry Ansell, Corporate Management Team Leader, South & West Devon Health Authority.

(Extract from ‘Check out your Health at South & West Devon Health Authority’). Full article>>

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Providing a ‘catalyst’ that opens up discussion

jigsaw image catalyst for discussion

The majority of employees will be somewhat ‘guarded’ when discussing certain issues around performance. In addition we are not always certain what we need to do to improve. It is therefore important that an environment is created that will enable people to start to discuss the important areas together.

“When you run workgroups you are not sure you are getting the full picture as inevitably the most vocal people tend to voice their opinions, by using index360© we were sure we heard from everyone and there would be no surprises”,

Peter Colclough, Chief Executive, South & West Devon Health Authority.
(Extract from ‘Check out your Health at South & West Devon Health Authority’).
Full article>>
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Specsavers testimonial“We had been through a very challenging twelve months and I knew that there were issues within the team that needed to be sorted, but I did not know where to start. Using teamindex360© enabled us to share our feelings in an open and honest way. Having everyone involved ensured that we gained commitment to make the changes as we were all part of the decision making process. It has re-energised the team and the atmosphere in the store has improved tremendously; not only that but we have already made several changes to our working practices which have resulted in improved performance and staff motivation. Without teamindex360© this would have been extremely difficult to achieve, especially in such a short space of time”.

Mike Avery, Director, Specsavers, Wisbech.
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dabs.com testimonialdabs.com had undergone a period of change and wanted to understand the current climate within the Sales Division so that they could ascertain what their training and development needs were in order to move forward.

index360 Accredited Users, Interactive People Development used teamindex360© and then ran workshops to discuss the results; firstly with the managers and then with each of their teams. This was followed by one-2-one coaching sessions with each manager.

An overall Training Needs Analysis was produced which everyone is feeding into their Business Plans to move forward.

“In the space of a month everyone became fully engaged in working together to improve performance. We will repeat this exercise again in about nine months time to review progress against their action plans”, says Jane Box, MD at Interactive People Development.
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“It was also very helpful to compare the different functions and discuss each team’s performance with their manager whilst also being able to share good practice within the management team.  The company feedback session worked extremely well as we were able to focus on the’ real’ issues in an unemotional way and get everyone involved in the discussions”,

Casper van Dongen, General Manager, Chefaro UK


“There was a great deal of hostility towards the changes to their working methods and it was difficult to identify exactly where the real issues were. index360© helped us to really get to the bottom of how much of a real issue things were”,

Tony Gee, Operations Director, NTL


“Few, if any, of the improvements would have been likely without the index360© process………because the index360© results came from the teams themselves, rather than from me, they owned the results”,

Catherine Sweet, Director of Commercial Activity, Local Government Association


“We needed to engage people’s enthusiasm, not just collect a catalogue of complaints.  index360© did that superbly; the results were shared and understood by everyone in a single meeting for all staff where the next steps could be debated.  It helped us to  make it clear that there was no management ‘hidden-agenda’; everyone could see what had to be done”,

Catherine Sweet, Director in Charge of Communication, British Bankers’ Association


“index360© was invaluable in showing to the managers that the issues we needed to work on together had been identified by them and that I was not imposing what I wanted”,

Colin Darroch, General Manager, Ethical Generics 


“We had our grievances as a team and as individuals, index360© gave us a forum to raise these, avoiding confrontation.  It gave us a vehicle in a positive and constructive way and it came through loud and clear.  If we hadn’t had this 360 we would have had to go to a more senior member of the team as we would not have felt able to tell our manager ourselves.  I would not want to jeopardize my career – I was too new to the team.  We ‘chilled him out’ – he came a much more relaxed manager”,

Team Member, J & J UK


“You need to involve the team as their development is based on yours. It’s a win-win situation.  The index360© process has been a significant factor in making me a better manager, and my results prove it!” 

Regional Sales Manager, J & J, UK


“index360© showed us where we needed to work on our relationships within the team and to understand that we are all different.  Everyone really took ownership of what existed and we were able to highlight what we had to do to change”,

Terry Ansell, Corporate Management Team Leader, South & West Devon Health Authority


“When you run workgroups you are not sure you are getting the full picture as inevitably the most vocal people tend to voice their opinions, by using index360© we were sure we heard from everyone and there would be no surprises”,

Peter Colclough, Chief Executive, South & West Devon Health Authority 


Britvic testimonial“Previously there was a lot of ‘checking’ before decisions; there was not enough intellect and empowerment to avoid that.  Now it is much better, index360© has helped that”,

Tim Roberts, Director of Customer Operations, Britvic Soft Drinks

Go to Team Solutions>>

TEAM BUILDING EVENTS

“We use The Communication Challenge because they will listen to our specific requirements and develop a thoroughly professional and well-implemented team event without us having to spend hours discussing the detail.
Valerie Heritage is the brains and main organiser behind the events and all of the people she works with to deliver them are skilled, knowledgeable, professional and thoroughly nice people to work with.
Coors Brewers IS have always achieved their objectives and have had a return on investment from team events organised by Valerie and in addition it has been a pleasure working with a great team of people.
I cannot speak highly enough of Valerie and I can totally recommend The Communication Challenge”.
Roger Brindley, Head of IS Customer Services Coors Brewers Ltd
Go to Team Building Events>>
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BESPOKE SOLUTIONS

"Valerie and her team were very supportive, getting us up to speed with
how best we could roll out and use the survey.  They were also flexible
about what we could do to make this system our own.  This all meant that we had a thorough understanding of our results and identified important issues that we could start work on, which have made a significant difference to the business.  It has been a really successful process for us and there's a passion within UKTV to revisit the survey again this year."

Catherine Carr, Internal Communications Manager, UKTV
Go to Bespoke Solutions>>
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ACCREDITATION

"None of the claims of professionalism, thorough research and customer service are exaggerated. The Communication Challenge is offering an invaluable product along with first class support. The accreditation procedure is thorough and leaves the consultant in no doubt that any of the 360 products recommended to their clients will be delivered on time and professionally".
Mark Laverick, Credo Consulting


"Having been searching for a discrete set of tools by which to measure the impact that I and my Associates have in individuals and organisations, I have secured the answer in this outstanding 'one stop shop'. "
Steve Davies, Steve Davies Associates


"Thoroughly enjoyed the Accreditation Day on Nov 15th. It was so focused, well presented and really filled in any gaps in understanding that I had. It was also great fun and what a great group of people to work with and build connections with. I look forward to our next get together."
Heather Waring, WaringWell


Contact us for more details about our accreditation process

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