Brava's four phase approach
"Training in the Brava methodology has delivered a measurable and systematic approach to coaching for success in customer care, focusing on behaviours as the drivers of the key business outputs. Brava's easy to follow formula, and the BravaTrak® survey, makes this an entirely systematic approach so that the coaching is taking place as required, in the manner required. Brava is the key tool that is helping us change the customer care culture."
1. Frontline leadership review
Your first step towards implementing the Brava frontline leadership system is an independent review of your first and second level people managers' leadership practises.
2. Prepare for implementation
We make sure we're all on the same wavelength by agreeing to how performance will be improved and how that will be implemented.
3. Frontline leadership training
Brava supplies the initial training of your first and second-level people managers in frontline leadership concepts, skills and practises. Ongoing training can be provided by Brava accredited trainers.
4. Integration and support
Brava provides a range of support from on-site coaching and a mentoring programme. A unique web tool called BravaTrak® is implemented, identifying how well the frontline leadership activities are applied on the job.
Brava comes full circle and conducts quarterly and annual frontline leadership reviews to ensure everything is on track, and to identify if there are further opportunities for improvement.