The telecom industry is hugely competitive and the margin for error small. TalkTalk knew it needed to develop the right culture to stay ahead of the game, so now coaching is available for every employee, say Wendy Wilson and Dr Carmelina Lawton-Smith

Traditionally, coaching has been reserved for senior executives (Walker-Fraser, 2011)¹, but within TalkTalk Telecom Group, coaching is now available to all employees regardless of seniority, and it is resulting in significant benefits. TalkTalk operates in a highly...