Webvent Academy

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BEST Webcast Series: ESL Federal Credit Union: Creating a Coaching Culture

Tuesday, February 4, 2014 2:00pm - 3:00pm EST  
Host: Association for Talent Development
By: Yvette Charleton, Manager, Learning & Development, ESL Federal Credit Union and ---anonymized--- ---anonymized---, ---anonymized---, ---anonymized---

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How do you manage if you can’t manage to numbers? That was the question before the frontline leadership at ESL Federal Credit Union shortly after completing a comprehensive review of their sales program. Too much importance was being placed on the raw numbers, and not enough was on the customer-focused behaviors that ESL highly values. Closer examination revealed that many managers just didn’t know how else to evaluate employee performance. That is where the journey toward creating a coaching culture began. Coaching for performance has resulted in many benefits for employees and the organization beyond improved performance by focusing on behaviors, rather than on numbers. These benefits include teamwork, task ownership, and job satisfaction. Developing managers as coaches increases the skill set of the management team while filtering the coaching process down to employees at every level of the organization, providing benefits to all.

As a result of this webcast, participants will be able to:

  • Identify when coaching, rather than formal training, is the appropriate solution.
  • Distinguish between managing and coaching, and recognize when managers simply don’t know how to coach.
  • Describe the steps involved in creating a coaching culture.


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Yvette Charleton
Yvette Charleton

Manager, Learning & Development, ESL Federal Credit Union

As a training and performance specialist II at ESL Federal Credit Union, Yvette participates in the design, development, and delivery of many instructional programs and resources. Her experience includes call center management, training, and instructional design in the banking and telecommunications industries. Yvette holds a CPLP certification from the American Society for Training & Development and a bachelor of arts in english/teacher education. She is currently working toward her master of science in education, with a concentration in adult education and training.

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Alexis began her career as a call center manager and facilitated a variety of classes including sales skills, telephone etiquette, and onboarding for new hires. As a training and performance specialist at ESL Federal Credit Union, Alexis facilitates a variety of sales and service classes for tellers, platform employees, and telephone bankers. In addition, Alexis is responsible for maintaining and improving existing classes while serving as a subject matter expert for new programs. Alexis holds a bachelor of arts in psychology.