Convergys Unleashes Its Leadership Potential With Entelechy’s Program

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Convergys selects Entelechy’s Unleash Your Leadership Potential as its global leadership/management development program. Just months into its roll out, the program is garnering high praise and is showing significant business results.

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The initial return on our commitment to developing our leaders’ coaching skills is remarkable.

Launched just six months ago, Entelechy’s management/leadership development program, Unleash Your Leadership Potential (ULP), has hit the street with a vengeance. Already thousands of leaders – from supervisors through senior directors – have found the models, exercises, and activities as life-changing. “It’s changed the way I work with people,” says one graduate.

Convergys, one of the world’s largest customer management organizations with over 75,000 employees, was one of the first to use ULP as the basis for its leadership program worldwide. Sean Dineen, VP of Global Learning & Quality at Convergys, sees management – and specifically coaching – as key to their success: “At Convergys, our success is predicated on our ability to deliver a memorable customer experience for our clients’ customers. Delivering that experience is a skill that has to evolve to meet the needs of our clients and their customers. The key to evolving the skills of our agents is coaching; engaging, challenging, reinforcing the behaviors that will solve the problem the customer has brought to the call. So, by investing in building the coaching skills of our leaders, we are investing in our growth as a company.”

“We designed ULP to provide leaders and managers with simple but effective tools,” explains Entelechy’s president, Terence Traut. “Our coaching model, for example, is absolutely sublime in its simplicity! Yet it is based on adult learning theory and 21 years of refinement.”

One recent graduate explains, “Everyone thinks they’re a good coach – in fact I thought I was a good coach! – but coaching is more than telling and Entelechy’s coaching model adds depth and effectiveness to my coaching now.”

The results speak for themselves. According to Sean, “The initial return on our commitment to developing our leaders’ coaching skills is remarkable. In our pilot site, our performance six weeks following the initial program implementation saw them move from the bottom quartile among our competitors to the #1 site, and they have maintained top quartile performance ever since. They have also seen their performance metrics reach all green status, a key indicator of sustained performance.

For more detail about Entelechy’s management and leadership development program, Unleash Your Leadership Potential, and how it helped other clients unleash THEIR leadership potential, visit Entelechy’s website at

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