Liderança com atributos coaching: a percepção dos liderados

Abstract

Traditional financial institutions have been facing the escalation of new entrants in the Brazilian financial market and that act strongly in digital channels, presenting, therefore, reduced fixed costs and, consequently, a strong competitiveness. Added to this is the fact that the Central Bank of Brazil itself stimulates competition between banks, with initiatives such as Open Banking. This challenging scenario reinforces the endeavor of agency managers to build sustainable results, implementing the organization's strategy with their team. For this study, the general objective is: To analyze how the performance of leaders with coaching attributes can influence the performance of bank branches that serve Individual clients of a large Brazilian bank in the Northeast region of Brazil. The analysis of the agency manager's performance from the perspective of leadership with coaching attributes was carried out from the perspective of his subordinate, the relationship manager. The concept of coaching leadership attributes adopted was based on the International Coach Federation (ICF, 2017), as follows: powerful questions, presence, establishing trust and intimacy, active listening, direct communication, creating awareness, projecting actions, planning and setting goals, managing progress and accountability, and finally specifying confidentiality. This study was carried out through a descriptive research, of a quantitative nature, with field research as a strategy, with the participation of 162 respondents. It is noteworthy the results obtained in the perception of the led, regardless of their experience in the role of relationship manager, the agency manager with coaching leadership attributes positively influences the agency's results.