Department of Business Management

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Browsing Department of Business Management by browse.metadata.advisor "Albertyn, Ruth"

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    Coaching and its influence on employee engagement within a service department of a motor dealership
    (Stellenbosch : Stellenbosch University, 2015-12) Roberg, Matthias; Albertyn, Ruth; Stellenbosch University. Faculty of Economic and Management Sciences. Graduate School of Business.
    ENGLISH ABSTRACT: There is an organisational benefit to having engaged employees. Coaching introduced as a human intervention strategy has proved to have benefits for improving organisational performance. At the outset of this research it was unclear if coaching could influence engagement. The aim of the present research was to gain insight into how coaching influences employee engagement of frontline service employees of a motor dealership. Understanding of employee engagement characteristics and coaching emerged out of an inductive review of peer-review articles and research papers on employee engagement and coaching. The engagement state of ten frontline service employees in a motor dealership was assessed before and after a coaching intervention. The response data collected from two sets of interviews were content-analysed qualitatively in accordance with engagement characteristics determined from the literature. The shifts in engagement response data after coaching were further analysed deductively using the coaches‟ notes and literature on coaching to establish whether coaching had influenced the shift. The results from analysing the response data showed that before and after coaching, participants were neither completely engaged nor non-engaged. What did emerge was that non-engagement organisational aspects factored more strongly than any other engagement category of negative response data before coaching. These responses included a lack of support, a lack of feedback and communication. After coaching, the non-engagement organisational responses reduced considerably. Analysis of the response data after coaching in conjunction with the coaches‟ notes and coaching literature showed that participants had shifted their attitudes. Before coaching, participants looked at the organisational inadequacies for reasons on why they were unhappy. After coaching, the participants sought solutions in themselves, agreeing to change their approach towards colleagues and organisational challenges. The coach focused on a solutions-focused approach. Participants were encouraged to take responsibility for finding other ways to behave, to explore previous limiting assumptions and to rewire their thinking. After coaching, participants seemed more confident and empowered to resolve many of the issues they had communicated before coaching. Implications of this research focus on the use of coaching in organisations. Many organisations do not know how engaged their employees are or the reasons for their current engagement state. Introducing coaching, using appropriately qualified coaches, could encourage employees to deal with issues frustrating them and affecting their engagement levels. Coaching may also support employees taking more responsibility to find independent solutions to their current problems without major organisational interventions.
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    Coaching and recovery : an exploration of coaching employed professionals in recovery from alcohol misuse
    (Stellenbosch : Stellenbosch University, 2015-12) Solheim, Thobias; Albertyn, Ruth; Stellenbosch University. Faculty of Economic and Management Sciences. Graduate School of Business.
    ENGLISH ABSTRACT: Recovery coaching is described as one service within a group known as non-clinical recovery support services. Its purpose is the pursuit of recovery from substance dependency, and takes a developmental, individualistic view on what recovery means. However, little is known about the perspectives and processes employed by recovery coaches in pursuit of that goal. The aim of the research was to address the following question: What can we learn about coaching through exploring the experiences of coaches working with employed professionals in recovery from alcohol misuse? This research was a qualitative study. A narrative inquiry research methodology was chosen to explore the experiences of recovery coaches. A purposive sampling approach was used to select seven credentialed recovery coaches with at least a year’s experience of coaching employed professionals in recovery from alcohol misuse. Data was collected using seven narrative interviews that were digitally recorded and transcribed, and the data was analysed using a specific narrative analysis model in order to generate the findings. The key findings revealed that recovery coaches worked in the field of recovery, not addiction. They were primarily credentialed by their skills as a coach, coupled with an understanding of recovery. An understanding of recovery might have come through their own recovery journey, or from working in the recovery support services industry. All coaches agreed that recovery was a developmental journey grounded in the assets, resources and choices of the individual who sought coaching for recovery. However, it was found that the deployment of coaching models, and the effective use of coaching skills and techniques were the foundation of a recovery coaching service. These core coaching competencies, suggestive of the need for professional training, were concerned with relationship building between coach and client, managing relationships with clients and interested parties, and adopting a forward-focused client-centric approach in which the client sets the agenda. It was found that this approach was well received by professionals who came from an organisational background and who identified with its forward-focused and goal-centred approach. In this respect, the purpose of recovery coaching was recovery by any means through the effective use of an appropriate coaching process. Recovery coaches identified their work as only one of a multi-disciplinary set of recovery support services. These findings were limited by the lack of a prolonged engagement with each coach, and the fact that the author was the researcher, the interviewer, a credentialed recovery coach, and himself a professional in recovery. The results might be useful to other coaches, to other recovery support services, and to business leaders and managers. The findings position recovery coaching as a valuable service within non-clinical recovery support services, and may be of particular interest to employed professionals who seek recovery.