leadership skills

Case Study: Developing senior leaders’ resilience & leadership skills – independent health services provider


The Chief Executive of a specialist provider of dental triage services asked me to provide executive coaching to members of their senior leadership team. The organisation provides a 24/7 service to the NHS across a wide geographical area and had been contracted to take on additional responsibility during the Covid-19 pandemic.


Desired coaching outcomes:

  • Career progression and leadership development, for example, dealing with workplace conflict; having difficult conversations; developing communication & assertiveness skills
  • Improvements in health and wellbeing, including achieving a better work-life balance; building resilience and developing coping mechanisms for dealing with work-related stress


Two members of the senior leadership team signed up to my 1-2-1 Executive Leadership Coaching Programme. I used a range of evidence-based psychological coaching approaches including assessments to identify individual’s emotional resilience risks and strengths, workplace strengths, values and cultural fit, and leadership style. Coaching psychology tools, techniques and approaches were tailored to the needs of individuals. This included: performance coaching, cognitive-behavioural coaching (CBC), rational emotive behavioural techniques (REBT), Acceptance and Commitment Therapy (ACT), solution-focused approaches, stress management techniques, health coaching, and communication and assertiveness skills.


Major insights and/or breakthroughs that coachees reported making through coaching:

  • Self-reflection
    • greater self-awareness
    • increased self-confidence
    • greater sense of control
    • emotional self-regulation
  • Leadership development
    • better understanding of personal leadership style
    • clarity about personal development priorities
    • increased performance and productivity
    • improved organisational skills
    • ability to view work situations from more than one perspective
  • Communication and assertiveness skills
    • improved relationships at work and at home
    • more confident about having difficult conversations and dealing with complaints
  • Feeling happier’ –
    • more positive and flexible mindset
  • Healthier work-life balance
    • better able to cope with work pressures
    • improvements to health and wellbeing, e.g., lifestyle changes

Coachees felt they benefited from and/or enjoyed the following aspects the most:

  • Weekly conversations to be able to speak about and gain perspective of work-related issues and feedback on actions
  • Reflection

Ratings (average score out of 10)

  • Extent to which coaching contributed to the actual achievement of the goal – 10
  • Overall usefulness of results to the individual – 9
  • Overall satisfaction with the coaching – 10
  • Likelihood of recommending this coach to a friend or colleague – 10
  • Likelihood of recommending coaching in general as a method to friends and colleagues – 10