"I wanted to know more about coaching theory and good practice, so I could apply it more effectively in my role."
From experience to more effective coaching practice
I’m Ian Palmer, and I work in IT Services at the University of Sheffield. My role covers desktop computing, staff laptops, telephony, printing, and U cards.
I saw the opportunity advertised by the HR department and was interested straight away. I’ve always felt that I’ve had a mentoring or coaching approach in my roles, but I’d never had any formal training. I wanted to know more about coaching theory and good practice, so I could apply it more effectively in my role and more widely.
Returning to learning after 30 years
I was quite cautious at the beginning of the programme. I hadn’t done any formal learning for about 30 years, so the idea of learning and assessment made me a bit apprehensive.
But that was quickly dispelled.
The online platform is absolutely fantastic – really well organised and easy to navigate. The tutors have also been very responsive and helpful, and the feedback has been particularly useful. As I engaged with the insights and assignments, I became more confident and found myself enjoying the process.
“It gave me the theory and structure behind what I was already doing.”
One of the most valuable things for me has been understanding the theory and context behind coaching.
It made me realise that some of the approaches I’d used in previous roles were aligned with good practice; now I understand how to apply them more effectively and more consistently in a professional coaching setting.
Applying knowledge in practice
I’ve been really lucky that, as part of the Apprenticeship, I’ve been able to coach professional services staff from across the University who have expressed an interest in coaching. I’ve worked with a mix of coachees at different levels of seniority and in different roles.
One example that stands out is working with someone who had just moved into a new role managing an established team. They were coming in from outside that area and had some concerns about how they would be perceived, as well as navigating new working relationships within the team.
We broke that down into their challenges, priorities, and goals, and over a series of sessions we worked through those step by step. Using tools like MoSCoW and PACE, they were able to approach situations more confidently. By the end of it, they felt less intimidated by the role and better equipped to handle those challenges.
That was really satisfying to see.
Support that focuses on what matters
The KnowledgeBrief skills coaches have been fantastic; they’re very knowledgeable and reassuring.
One thing that really helped was the emphasis on coaching practice and outcomes, rather than focusing too much on remembering theory or references. The feedback I’ve received has also helped me approach assignments with more clarity as I’ve progressed.
I also used the learning support team when I needed help. They were very responsive, making sure I could continue my learning and submissions without delay.
A lasting impact
For me, it’s built on behaviours I already had, but strengthened them with more structure, clarity, and confidence.
I’m also really proud to be part of a pilot professional coaching team at the University. I think there’s a real opportunity for a ripple effect, where people who have this formalised coaching take those behaviours into their own areas and teams.
Looking ahead
I’ve really enjoyed the programme and have been impressed by what KnowledgeBrief offers.
It’s made me think about doing further learning in the future, but I’ll finish this one first!
Interested in developing your skills, or supporting the growth of your organisation?
Discover how KnowledgeBrief’s Apprenticeships build confident, capable professionals across your teams.