Premier 2010 Podium Programme

1. Premier 2010 Podium Programme Programme Overview

2. Podium Programme: Aims Why: To support the creation of a World-Class, ‘Gold Standard’ performance culture within Premier Energy in this ‘Your Defining Year’ What: To support the delivery of Premier’s bold goals for 2010 How: To enhance the leadership and coaching behaviours of Premier’s Leaders

3. Programme Overview 1:1 Discovery Module 1 Module 2 Module 3 Learning Review 1:1 1:1 Business Managers 360 & Performance Indicators re-measure Lane 1:1 Coaching May 2010 December 2010 Senior Leadership Team Awareness & Engagement Module 1 Module 2 Learning Review 1:1 1:1 360 & Performance Indicators 360 & Performance Indicators Internal 1:1 Coaching + Observational Coaching Discovery 360 & Performance Indicators re-measure Team Managers Ongoing Learning Journal process

4. Key Frameworks Outcome Greater motivation Challenge Trust Risk Performance Attitude Trust in leader Engagement Behaviour What people actually do Performance The impact of what they do Vision Greater control Support Process Rapport Emotions/Feelings Beliefs/Attitudes Facts/Information Ritual/Cliché

5. Key Frameworks Self-belief is comprised of two key components: self-esteem and self-confidence Self-Esteem is how we value ourselves as human beings. It is developed over time and is less likely to change in a short time (global confidence) Self-Confidence is the trust that we have in ourselves to deliver in specific circumstances (specific confidence) STRUCTURED Emphasising planning and containment Tangible successes e.g. Wins, Results, Promotions… C 1 Conventional Forums and Processes C 2 Structured Dialogue and Workshops Intangible successes e.g. key relationships, overcoming hardships INFORMAL Emphasising joint sensemaking and relationship building FORMAL Emphasising message passing Personal attributes that led to the successes e.g. Drive and competitive nature, Personal values that underpin all of this e.g. strong family values… UNSTRUCTURED Emphasising spontaneity and emergence C 4 Role Modelling C 3 Everyday Conversations and Interactions

6. Premier 2010 Podium Programme Evaluation Overview

7. BM Composite 360 Feedback Data: Post Programme

8. 8

9. TM Composite 360 Feedback Data: Post Programme

10. 10

11. What have been the shifts in your attitudes/beliefs about yourself & your role as a leader & coach within Premier? The art of remaining silent. Let the agents do the talking! “Control the controllables”. Don’t get ‘bogged’ down with issues that I have no control over I take away the intensity and incorporate the ‘Fun Factor’. Have more patiencewhen coaching – don’t put my own opinions / ideas in when coaching My approachand conversations – looking at the individual more I now give the agents more responsibility for their performance and assign lead roles for areas of strength Encourage people to set their own personal bests – Stretch them! 1-2-1agendas are now set by the individual

12. What leadership & coaching skills have you developed / further developed through your engagement on the programme? My own coaching skills have developed further, which has improved the effectiveness of my 121’s Developed my own personal bestsand linked it to customer effort Treat everyone as an individual More opportunity / ability to motivate Challenging more People now look forward to their 121’s Going into more detail in coaching. Looking at the start of a problem / the root cause Changed my language to incorporate their goals and personal bests Re-validate my role as Business Manager, protecting, coach Telling a story and explaining the rationale behind some business decisions Inspired me to find out some answers that weren’t available from my sessions with Lane4 Developed conversational coaching techniques

13. What are your most memorable / transformational experiences you’ve had over the course of the programme? Getting people to be happier in the workplace and want to stay at BG It’s been a great opportunity to work with other TM’s and not just the ones in my BM group Changed the way I manage so that we are all 1 team with no hierarchy Understanding peoples’ motivations and beliefs. Looking out for self esteem issues when having these conversations Self-evaluating how I currently manage Actually having some of the more emotional conversations rather than the specific performance related conversations Great to have more ‘thank you’ for your hard work conversations rather than negative conversations Bringing coaching alive, it is now happening more naturally and more frequently BM’s give tips and techniques and coach more effectively – In a more natural way that doesn’t even feel like you are being coached Used control the controllable with an individual who made excuses for performance Learning theories that matter to me

14. Link to 2010 Bold Goals: A Significant Increase in Premier’s Net Promoter Scores

15. Link to 2010 Bold Goals: A Significant Uplift in Premier’s Engagement Scores

16. In Summary… • We believe that to take us from good to great, we have to focus on the effectiveness of our leaders • As well as development, this is also about removing the obstacles that stop our leaders from coaching. We’re trialling no e-mail, development weeks, and observational coaching to make this a happen • Our investment in Pool to Podium and Look Who’s are the cornerstones of this cultural shift… • We are on a journey with no destination…where’s the fun in standing still!

17. Thank You! Neil Miles Training & Development Manager Neil.Miles@centrica.com (07789) 571699 xtn:571699 John Connolly Head of Innovation & Best Practice Johnd.Connolly@centrica.com (07789) 576503