Transforming Management Performance through Business EQ

Transforming Management Performance through Business EQ

It is a truism that most leadership and management programmes do not result in team leaders and managers significantly transforming their performance. Most leadership development has a standard approach.

This had been the case at The Serocor Group; a leading UK based Recruitment Company. The company has recently been voted in the top 50 recruitment companies in the UK. Yet despite business success, industry accolades and great feedback from customers, the company had noted a steady increase in leavers and management issues.

Feedback from exit interviews identified that many employees left due to poor management. This feedback matched the HR teams experience when managing complaints and poor performance issues. Managers often described that one to one performance meetings were challenging and it was apparent despite investment in training over the years that managers did not understand how to lead or develop their teams.v

The HR team and Directors recognised they had to make positive and innovative intervention that would have an immediate impact and rectify the following issues:

• Reduce attrition
• Reduce misconduct and complaints
• Drive performance
• Increase efficiency

Discover how Paul Miller from the Mental Muscle Company solved these issues and grew his coaching business. (This strap line to be used as a link to rest of the case study when we send this as an email to coaches)

Discover how Paul Miller from the Mental Muscle Company solved these issues and helped grow the business. (This strap line to be used as a link to rest of the case study when we send this email to HR Directors)

The EBW Solution

The HR team at the SEROCOR group, were introduced to Paul Miller, a coach dedicated to enabling performance improvement through Business EQ. They were keen to establish effective development solutions for the managers at Advanced Resource Managers, a company in the Serocor Group

Paul recommended they engage him to deliver the EBW Business EQ Programme. The EBW programme focuses on empowering managers/leaders to understand and be able to take personal responsibility for the critical emotions and behaviours (Business Emotional Intelligence) that impact on theirs and others performance.

As part of the programme each Manager and Director completed the EBW assessment which provided them with personal feedback on their Business Emotional Intelligence. This enabled Paul to focus and support those individuals through the various practical exercises and tasks during the 3 month programme.

Each manager developed personal management plans that focused on understanding how people work and the impact they had on individuals in their team.

Following the EBW programme a number of the Directors engaged Paul as a coach to maximise their learning and development of their Business Emotional Intelligence and to ensure continued improvement in their personal performance.


The EBW programme had an immediate impact with improved performance at all management levels. In the first full month following the programme, five out of six highest billers in ARM were managers who had attended the EBW programme.

Six months ago the HR team were managing four to six cases of poor performance per month; this has been reduced to just one current case.

Managers report greater self awareness and understanding others by using the EBW Business EQ approach. Some common themes in the feedback were: “they have never had this before” and “the EBW report provides the best and most useful information about themselves that they have ever had”. The EBW reports have made sure they continue to concentrate on the motivational drives and behaviours that have an impact on their teams’ efficiency and performance.

The EBW programme also increased the capability of existing managers and those who are seen as potential managers for the future. It has provided them with the tools, the skills and the insight they need to successfully transition to their new role in management. One of these spoke to the HR team prior to his appointment. He recognised when reading his personal EBW report he would need help and support with management as he is very goal/financially driven rather than people focused. This type of insight is seen as a huge step forward for the business by the HR team who recognise it will reduce future personnel issues and increase efficiency.

The change in management style, the engagement to drive efficiency and positive feedback from the individuals who attended the EBW programme has meant another of the companies in the SEROCOR group (Optamor) have engaged Paul to deliver EBW programmes to increase the performance of their managers and teams

As this case study is being written, the value of EBW Business EQ has been further recognised by the senior management team in SEROCOR and a plan for EBW leadership engagement with them is underway.

The Mental Muscle Company Limited are the chosen partners of many progressive organisations in using EBW Business Emotional Intelligence to increase organisational effectiveness. Paul Miller is a licensed practitioner of the EBW System and is able to deliver one to one coaching, team development and EBW workshops using the EBW system.



“The EBW training was a huge benefit for my team and I it enabled me to improve my self-awareness and subsequently fix some fatal flaws, manage my blind spots and play to my strengths. Furthermore this has improved my awareness of others emotions and Business EQ, and as a group means we are more cohesive”.
John Dunaway, Managing Director, Specialist Markets

“Bringing together a new leadership team, one of my key drivers was to understand how we could get the best out of each other from an emotional intelligence angle. I’ve personally seen a real step change in my leadership team since we undertook the training, especially in how they engage with different levels of people within the team. We’ve also seen our time to excellence decrease which has resulted in positive impact to the bottom line".
Leon Howgill - Managing Director Corporate Services

“The Emotions and Behaviours at Work Programme has been a real eye opener for me. Even though I have been in a Team Leader/Managers role at ARM for around 5 years there have been some interesting hints and tips on how to manage my team more effectively. The psychology elements to the training were particularly interesting as it enabled you to look at how you are perceived and how your mood can impact the productivity of your team. The training facilitator throughout the course has been brilliant and interaction within the group has been brilliant. We learnt the importance of mentoring high performers as well as low performers rather than leaving them to it. I learnt that my mindset and individuals mindsets play a major part in being successful”
Luke Dunford, Team Manager for Corporate Service Engineering, ARM

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