FAQs - Frequently asked questions
How do I know if GRIFFOX is the most suitable consulting agency for my needs?
Selecting the perfect consultant can be a daunting task, but we aim to simplify it by working closely with our clients to understand their unique needs and provide customized solutions that yield measurable outcomes. Our complimentary consultation allows you to experience our capabilities firsthand and discover how we can help your business succeed. We prioritize building long-term relationships with clients and supporting them as they navigate the ever-evolving business landscape. Trust us to be your partner in success.
What qualifications and experience do your consultants have?
Our consultants have a diverse range of qualifications and experience, including master’s and bachelor’s degrees in business coaching, change management, and economics as well as different industry certifications like PROSCI Change Practitioner or Data Protection Auditor. We also provide ongoing training and professional development opportunities to ensure our consultants stay up to date with the latest industry trends and best practices.
What is your agency's area of expertise?
At our consulting and change management agency, we have a broad range of expertise that spans across various industries, including healthcare, e-commerce, finance, and many more. We specialize in providing customized solutions that are tailored to meet the unique needs of each client, whether it's developing a new strategy, improving performance, or driving change. Our team of experts has extensive experience in managing complex projects, and we're well-equipped to handle everything from small-scale initiatives to large-scale transformations. Take a look at our examples to get a first impression of our experience.
What types of clients does your agency typically work with?
Our agency has a diverse portfolio of clients, ranging from small and medium-sized businesses to non-profit organizations and Fortune 500 companies. We take pride in our ability to understand the unique needs of each client and deliver customized solutions that drive results. Our team has extensive experience in various industries, including healthcare, technology, finance, retail, and more. We have helped clients with a range of projects, from developing growth strategies to implementing new business processes. We leverage our industry expertise and cutting-edge tools to help our clients achieve their goals and stay ahead of the competition. Our approach is flexible and adaptable, and we work collaboratively with our clients to ensure their needs are met. Whether it's a long-term partnership or a one-time project, we are committed to delivering exceptional results and exceeding our client's expectations.
In what ways do you tailor your services to meet the unique needs of niche companies?
GRIFFOX invests time in comprehending the nature and purpose of your business, enabling us to develop customized recommendations, strategies, and solutions that suit your specific requirements. We recognize that each company or individual is unique, which is why we ensure that our work is personalized to meet the needs of each client. Our goal is to empower you with the tools and knowledge to achieve your goals and take your business to the next level.
We are currently facing challenges in adapting to the evolving marketplace. Is it possible for your consulting agency to assist us in staying ahead of our competitors?
We understand that standing out in a competitive market can be challenging, which is why our team focuses on discovering your company's unique value proposition. By understanding what sets you apart from the competition, we can develop strategies and solutions that will drive growth, help you achieve your business goals, and stay ahead of your competitors.
How are fees for consulting and change management services determined?
We normally use a fixed hourly fee or a value-based approach depending on the scope of the project, the level of expertise required, and the expected outcomes. We provide detailed proposals and contracts that outline all fees and expenses, so our clients know exactly what they are paying for and what to expect. Our goal is to provide transparent and predictable pricing that is fair and competitive within the industry. Our goal is to deliver high-quality consulting services at a fair and reasonable price, enabling our clients to achieve their business goals within their budgets.
My budget is small; can I still hire you?
Please give us a call. We love small businesses! And since we customize our solutions for every business’s needs and goals, we can create a solution for you within your budget based on fixed hourly fees or fixed project costs.
I need significant help. Can you handle that?
Absolutely! At our consulting agency, we specialize in providing comprehensive solutions that are tailored to meet the specific needs of our clients, no matter how complex or challenging they may be. Our team of experts is well-equipped to handle significant projects and assist you every step of the way. We understand that navigating difficult situations can be overwhelming, which is why we offer personalized support to ensure that you receive the guidance and resources you need to succeed. Let us know what you need help with, and we'll work together to develop a customized plan that meets your unique requirements. Trust us to be your partner in progress, and let's turn your challenges into opportunities for growth and success.
How does your agency approach consulting and change management projects?
At our consulting and change management agency, we approach every project with a customized, client-focused approach. Our team works closely with each client to understand their unique needs, goals, and challenges, and we develop tailored solutions that are designed to meet their specific requirements. Our approach is rooted in collaboration, transparency, and accountability, and we pride ourselves on our ability to work effectively with all levels of an organization. We follow a proven methodology that begins with a thorough assessment of the current state of your business or organization. From there, we work with you to identify areas for improvement, develop a roadmap for change, and implement new strategies and processes. We also provide ongoing support and guidance to ensure that the changes we implement are sustainable and effective in the long term. Our team is made up of experienced professionals who are committed to delivering measurable results for our clients. We believe in working closely with our clients to understand their unique challenges and develop solutions that are tailored to their specific needs. Whether you need help with a small-scale initiative or a large-scale transformation, we have the expertise, resources, and dedication to help you achieve your goals.
What kind of results can clients expect from working with your agency?
Our agency is committed to delivering measurable results for our clients. We work closely with each client to identify their specific goals and develop a customized plan to achieve them. Our team leverages the latest tools and techniques to optimize our clients' operations and enhance their customer experience. For example, we may implement a digital marketing campaign to increase website traffic and generate leads, or develop a training program to improve employee productivity and engagement. We also regularly monitor and analyze key performance metrics to ensure that our clients are achieving their desired outcomes. Ultimately, our goal is to help our clients achieve sustainable growth and success in their respective industries.
What is the typical duration of a consulting and change management engagement?
The duration of a project can vary depending on a range of factors, including the scope and complexity of the project, the client's goals and priorities, and the resources available. Before we begin any engagement, we work closely with our clients to assess their needs and develop a detailed project plan, including timelines and milestones.
What kind of communication can clients expect from the agency during the engagement?
We prioritize regular communication with our clients throughout the consulting engagement and recognize that effective communication is the foundation of any successful project. Therefore, we provide progress reports that detail our progress, milestones achieved, and any challenges or risks that arise. We schedule regular meetings, whether in-person or virtual, to review progress, discuss priorities, and ensure alignment with our client's goals. We also make ourselves available to our clients to answer any questions or concerns they may have promptly. Our goal is to build a strong and collaborative relationship with our clients and ensure that they are fully informed and involved throughout the engagement.
How does your agency stay up to date with industry trends and best practices?
We are committed to staying informed about industry trends and best practices through ongoing research and professional development. We also leverage our extensive network of industry contacts to stay informed about emerging trends and innovative solutions.
How does your agency measure the success of consulting and change management projects?
We measure the success of consulting and change management projects through a variety of metrics, such as increased revenue, improved efficiency, and enhanced customer satisfaction. We also conduct post-project evaluations to ensure that the expected outcomes were achieved and identify areas for further improvement.
What are typical metrics to measure the success of consulting and change management projects?
We use many metrics to measure the success of consulting and change management projects, and the specific metrics used will depend on the goals and objectives of the project. Some common metrics are: Increased revenue or profits Improved efficiency or productivity Enhanced customer satisfaction or loyalty Reduced costs or waste Increased employee engagement or satisfaction Improved quality or safety Faster time-to-market for products or services Improved market share or competitive positioning Increased brand awareness or reputation Improved stakeholder relationships These metrics can be measured using a variety of tools and methods, such as surveys, interviews, focus groups, data analysis, and financial reporting. It's important to establish clear, specific metrics at the outset of the project and to regularly track progress against these metrics throughout the engagement. This helps to ensure that the project stays on track and that the expected outcomes are achieved.
The work examples reflect the tasks and experiences of a single person. Therefore, these examples are written from a personal perspective and describe concrete experiences and successes in each case.
Initial situation and problem description Due to poor sales figures, problems in employee management, and cooperation with other teams, I was tasked with optimizing and realigning the division. Process and result During my tenure as an interim manager for marketing and sales at a health insurance company, I was assigned the critical task of improving the company's sales figures by leading a departmental restructuring initiative. After conducting a thorough analysis of the department, I identified that a lack of communication and cooperation between marketing and sales had intentionally hindered progress in the past, leading to various challenges. To address these issues, I conducted several workshops with both teams, implementing tactical and strategic measures that aimed to improve communication and foster a sense of teamwork. During the workshops, I encouraged the teams to share their ideas and perspectives, which helped to identify gaps in the existing processes. I collaborated with the teams to develop new strategies, streamline workflows, and set achievable goals, which were regularly reviewed and adapted as necessary to ensure maximum effectiveness. This approach resulted in the successful restructuring of the department and led to more effective cooperation between the departments, which ultimately resulted in a significant improvement in the company's sales figures.
Initial situation and problem description Within the company, efforts were made to improve distribution channels and incorporate agile methods combined with a more entrepreneurial spirit. My task was the integration of sales into the corporate structure. Process and result As a consultant for a healthcare client, I led a project to integrate sales aspects into their customer service approach. After conducting workshops with the employees and team leaders, it became evident that there was significant resistance to the idea of sales among most of the staff. However, a few highly skilled employees were enthusiastic and saw the potential benefits of incorporating sales techniques into their customer service approach. To address this challenge, I collaborated with the HR department to persuade the enthusiastic employees to design and implement a training program for the rest of the team. This approach not only helped to overcome resistance but also fostered a sense of ownership and collaboration among the employees. The training program was designed to provide an in-depth understanding of the connection between customer service and sales, as well as to equip employees with the necessary skills to provide comprehensive services to clients. The program was well received and had a positive impact on the customer service employees, leading to improved job satisfaction, productivity, and overall service quality. Furthermore, the program had an indirect impact on other departments within the company, such as the sales team, who benefitted from the enhanced collaboration and understanding between the departments. Ultimately, the integration of sales aspects into customer service helped the company to increase customer satisfaction levels and improve its overall performance.
Initial situation and problem description In the context of a corporate merger, the task was to implement a change management initiative to optimize processes, structures, and corporate culture. Due to strong differences in the corporate cultures, a wide variety of problems arose here, which became apparent in the knowledge of the employees, the way of working, and the attitude to work. Process and result As the lead change management consultant for a merger project involving two health insurance companies and 2,500 employees across seven business units, my primary objective was to ensure the successful integration of the companies, which required effective communication, collaboration, and leadership. Throughout the project, I collaborated closely with senior leaders and HR teams, providing guidance and support to help them navigate the complexities of the merger and manage the concerns and expectations of employees at all levels. I facilitated focus groups and feedback sessions to ensure that employees had a voice and to address their concerns. To promote a smooth transition and successful integration, I implemented several change management initiatives to support the adoption of new processes, systems, and culture. This included developing communication plans, establishing clear goals and objectives, and providing coaching and mentoring to leaders at all levels. Additionally, I conducted comprehensive training programs to help employees understand the new direction of the company and their role in achieving its goals. Through my leadership and expertise, I successfully managed the integration of the two companies, ensuring that the transition was seamless and that employees were fully engaged and motivated. As a result, the merger was completed within the projected timeline and budget, and the company achieved significant growth and success.
Initial situation and problem description We supported a human resources department in its realignment as well as restructuring, as there had been many problems within different departments of the company. Process and result During a holistic audit of an HR department, we identified many areas for optimization, including daily processes, talent management, employee assessment, HR software utilization, communication with employees, and strategic and tactical HR management tasks. To address these challenges, we engaged in critical discussions with HR managers to determine the root causes of these issues and identify potential solutions. Through this collaborative approach, GRIFFOX was able to contribute to a fundamental redesign of the HR department, which included the development of new processes, systems, and policies that were more efficient, effective, and employee-centric. We also played a key role in selecting and implementing new HR software that met the organization's needs and improved the overall performance of the HR department. As a result of these changes, the HR department was able to achieve significant cost savings through process optimization, allowing them to allocate more resources to critical areas such as talent management and employee development. Additionally, the department's new proactive approach to change management helped to improve its reputation within the company and fostered a more positive image of HR. Overall, our expertise in HR consulting and change management helped to transform the HR department and improve its effectiveness, efficiency, and overall contribution to the company's success.
Process analysis and optimization
Initial situation and problem description A pharmaceutical company faced customer dissatisfaction due to complicated procedures and unclear responsibilities. Process and result As a former CCO, Head of Auditing, and BPM Expert, I was entrusted with auditing the processes of a service company for pharmacies. I conducted a thorough evaluation of the legal requirements and presented my findings to the company's management. Based on these findings, I developed sub-projects that would help to optimize the company's processes while ensuring regulatory compliance. Working closely with different departments of the company, I oversaw the implementation of these sub-projects, which were focused on process optimization, process redesign, and organizational changes. In particular, regulatory compliance was a key consideration, and I ensured that all changes were transparent, efficient, and fully compliant with legal requirements. Throughout the project, I engaged in many discussions with employees at different levels of the company and made adjustments as necessary to achieve successful outcomes. By optimizing the company's processes and implementing necessary changes, I was able to help them reduce costs, improve efficiency, and enhance their regulatory compliance. Overall, my expertise in auditing, compliance, and BPM was invaluable to the success of this project. Through my leadership and guidance, the company was able to achieve significant improvements in its processes and operations.
Initial situation and problem description The HR project aimed to optimize leadership, corporate culture, and the company's orientation by analyzing the organization and employee structures. Process and result In an HR project, my job was to analyze employee data. The objective of the project was to gain knowledge about age structures, experience, and skills to optimize the organization of the company in further projects. The analysis included inventory data from the HR software as well as data from employee satisfaction surveys. The data was supplemented by information from external evaluation portals to generate a comprehensive picture. The analysis revealed various starting points such as optimization and standardization in management styles, problems regarding salary levels, dissatisfaction with the information culture, strong deviations in the corporate culture, and the need to revise the corporate mission statement. To address the identified issues, I worked with the HR team to develop specific action plans for each area of improvement. This involved conducting focus groups and interviews with employees to gain a deeper understanding of their concerns and suggestions for improvement. We also collaborated with managers to provide training and coaching sessions to enhance their leadership skills and improve communication with employees. In addition, we revised the salary structure and implemented measures to improve the information culture and align the corporate culture with the mission statement. These initiatives resulted in a more engaged and motivated workforce, improved retention rates, and higher overall productivity.
Initial situation and problem description This project aimed to introduce a process management system in a data-driven company to improve efficiency, reduce errors, and increase overall productivity. Through data analysis and process mapping, we identified areas for improvement and implement a tailored solution to meet the specific needs of the company. The goal was to establish a standardized and streamlined approach to process management that enabled the company to achieve its strategic objectives. Process and result I led the establishment of a process management framework in a highly digitalized health insurance company. My tasks were to create a common language across all business departments and external service providers and to analyze and assess crucial processes. I had to align the bpm framework with the organization's strategic objectives to identify improvement areas, which were then transferred to projects. To ensure the success of the process management framework, I collaborated closely with the business departments and external service providers to ensure their understanding and adoption of the framework. I also facilitated training and workshops to educate stakeholders on the importance of process management and how it can benefit the organization. Throughout the project, I continuously monitored and evaluated the performance of the framework and made adjustments as necessary to ensure its effectiveness. By establishing a sustainable process management framework, the company was able to optimize its operations, reduce costs, and improve customer satisfaction. Overall, I am proud to have established a permanent process management framework that resulted in improved operational efficiencies, cost savings, and streamlined operations. My expertise in collaborating with different departments and aligning processes with strategic objectives proved to be invaluable in achieving this success.
Process Optimization & Data Protection
Initial situation and problem description In various projects, the focus was on reviewing processes with the aim of making them GDPR-compliant and optimized. Process and result As a data protection auditor, I have worked with several organizations across different industries, advising IT & Sales teams on GDPR compliance. My main task was to analyze and evaluate processes and advise organizations on how to design them in compliance with the law. I helped organizations identify opportunities to generate and increase sales, process data, and jointly market it with other companies. My extensive knowledge in process analysis and data protection has helped me design effective solutions for my clients. Overall, my expertise in advising organizations on process design, data processing, and marketing opportunities has helped them comply with GDPR regulations while generating revenue and increasing their competitiveness. To further improve my clients' compliance, I also provided training and education on data protection regulations to help them develop a culture of data protection within their organization. This included conducting workshops with key stakeholders and creating documentation and guidelines to ensure ongoing compliance. I also worked closely with IT teams to implement technical solutions such as data encryption and access controls to protect personal data. By implementing these measures, organizations were able to not only comply with GDPR regulations but also build trust with their customers and improve their reputation.
Business process improvement
Initial situation and problem description As part of annual audits, my job was to lead an audit group and review processes. The aim was to optimize processes and ensure that tasks were performed in accordance with the contract. Process and result As the head of the audit group at a medical billing center, my primary responsibility was to review and evaluate payments made during a billing year. I led a team of six auditors who worked together to scrutinize payments and identify any potential issues. During the audit process, we discovered numerous payment problems that were caused by both flawed payment processes and systemic corruption on the part of some medical service providers. By working closely with the billing office, we were able to improve payment processes and recover significant costs. Our audit helped to correct payment errors and optimize processes, resulting in improved financial statements for the company. In addition to identifying and correcting payment errors, our audit team also implemented new policies and procedures to prevent similar issues from occurring in the future. This involved collaborating with various stakeholders, including the billing office, medical service providers, and regulatory bodies, to ensure that all parties were aware of the changes and aligned with the new processes. The success of our audit was also recognized by senior management, who praised our team's efforts in improving financial performance and reducing risk for the company.
Initial situation and problem description Due to the loss of a manager, I was put in charge of the customer service department on an interim basis. The goal was to ensure all daily processes and to identify starting points for improvements. Process and result As interim manager of the customer service department, I was tasked with improving the department's processes and customer relations while aligning the company's product offerings with its current strategy. To achieve these goals, I performed an extensive analysis of the existing processes and identified areas for improvement. I then worked closely with my team to optimize these processes, resulting in significant improvements in efficiency and customer satisfaction. I led the design and launch of new products that aligned with the company's strategic objectives, resulting in positive customer reception and new sales opportunities. My contributions were crucial in driving growth and improving the effectiveness of customer service. In addition to optimizing processes and aligning products with strategy, I also focused on enhancing communication within the department and with other departments, leading to improved collaboration and teamwork. This also involved implementing new training programs to improve employee skills and performance. By streamlining workflows, introducing new technologies, and identifying areas for automation, I was able to significantly reduce costs while improving service quality. The improvements we made also helped to attract and retain customers, leading to increased revenue and profitability.
Training in group facilitation and agile methodologies
Initial situation and problem description For this project, I was tasked with designing and delivering a comprehensive training program focused on facilitation and agile methods. The ultimate objective was to equip employees with the necessary skills and knowledge to effectively collaborate and drive the company towards its goals while optimizing its direction. Through the implementation of this training, we aimed to enhance team communication, increase productivity, and foster a culture of continuous improvement within the organization. Process and result As a seasoned trainer in group facilitation and agile change management, I have had the opportunity to train hundreds of individuals from diverse backgrounds and industries. My training program is designed to equip participants with the best practices, methods, and theoretical background required to effectively facilitate groups and manage agile change processes. One of the key components of my training is the emphasis on best practices. I have researched and compiled a comprehensive set of best practices that are tailored to specific industries and organizational structures. Participants will learn how to apply these best practices to their own unique situations, ensuring that they are able to effectively facilitate groups and manage agile change processes in the most efficient and effective way possible. In addition to best practices, my training program also covers a wide range of methods and tools. Participants will learn how to use various facilitation methods, such as brainstorming, consensus-building, and decision-making techniques. They will also learn how to use a variety of tools, such as visual aids, software applications, and frameworks, to support their facilitation and change management activities. Lastly, my training program is grounded in theoretical background. Participants will learn about key theories and concepts, such as group dynamics, change management models, and agile methodologies. This theoretical foundation provides participants with a deeper understanding of the principles and concepts underlying group facilitation and agile change management, which in turn enables them to apply these principles more effectively in their work. Overall, my training program in group facilitation and agile change management is designed to provide participants with a comprehensive and practical understanding of the best practices, methods, and theoretical background required to excel in this field. Through interactive activities, real-world case studies, and hands-on exercises, participants will gain the skills and confidence they need to successfully facilitate groups and manage agile change processes in any setting.
Initial situation and problem description I was assigned to lead a project focused on executive leadership training. The objective was to develop and implement a comprehensive training program that equips managers with the necessary skills and knowledge to effectively carry out their daily tasks. The training program was designed to provide the executives with the best possible conditions to succeed in their roles and help drive the company toward achieving its strategic goals. Process and result GRIFFOX has developed an extensive training program that is designed to provide participants with a holistic understanding of leadership. The program is aimed at equipping individuals with the knowledge and skills required to become effective leaders in any organization or industry. The training program is structured to include a thorough discussion on best practices, which is a vital component of leadership. Participants are provided with a range of industry-specific best practices that cover essential leadership skills such as communication, decision-making, conflict resolution, and motivation. They are trained on how to apply these best practices to achieve their leadership goals. Furthermore, my program covers the different roles and styles of leadership, which participants must understand to be able to lead effectively. They are introduced to various leadership styles, including autocratic, democratic, and transformational styles, and trained on how to apply them to different situations. The participants also learn about the different roles that leaders play in organizations, such as visionary, strategist, and coach. Finally, my training program provides participants with a theoretical foundation in leadership. They learn about key theories and concepts such as situational leadership, emotional intelligence, and servant leadership. This theoretical background enables participants to gain a deeper understanding of the principles and concepts underlying leadership, which they can apply more effectively in their work. Through interactive activities, case studies, and hands-on exercises, participants in my leadership training program gain the skills and confidence they need to become effective leaders. With a comprehensive understanding of best practices, roles, styles, and theoretical background, they are equipped to lead effectively in any setting.
Employee development training
Initial situation and problem description The goal of the project was to create and implement a training program for the further development of employees. This involved various aspects such as improving communication, change readiness, resilience, and organizational aspects. Process and result Our employee development training offers participants a holistic understanding of best practices, communication, collaboration, and theoretical background in employee development. It is tailored to equip participants with the skills and knowledge needed to excel in their respective roles, grow their careers, and contribute to the success of their organizations. One of the key highlights is the emphasis on best practices. It provides participants with a set of industry-specific best practices that they can readily apply in their daily work. These best practices span across a wide range of skills, from effective communication and collaboration to leadership and problem-solving, and help participants to streamline their work processes and achieve better results. Furthermore, it covers effective communication and collaboration skills. Participants will learn how to communicate efficiently with their colleagues, superiors, and stakeholders, how to collaborate efficiently in teams, and how to constructively manage conflicts. These skills are essential for career advancement and development and are crucial in building strong relationships with colleagues and stakeholders. Finally, it is grounded in theoretical background. Participants will delve into key theories and concepts in employee development, such as the learning organization, adult learning theory, and talent management. This theoretical foundation provides participants with a deeper understanding of the principles and concepts underlying employee development, which empowers them to apply these principles more effectively in their work and deliver greater value to their organizations. In conclusion, my employee development training program is designed to offer participants a comprehensive understanding of best practices, communication, collaboration, and theoretical background. Through a combination of interactive activities, case studies, and hands-on exercises, participants will gain the skills and confidence they need to succeed in their roles, grow their careers, and drive their organizations forward.
Communication & conflict resolution training
Initial situation and problem description The goal of the project was to create and implement a training program to improve communication, collaboration, and conflict resolution. Process and result Communication and conflict resolution training is crucial for organizations looking to build strong, effective teams. As a seasoned trainer in this field, I have developed a comprehensive program that focuses on best practices, effective communication, collaboration, and building team spirit. One of the key components of my training is the emphasis on best practices. I provide participants with industry-specific best practices that cover a wide range of communication and conflict resolution skills, from active listening and effective questioning to negotiation and mediation. Participants will learn how to apply these best practices in their roles as communicators and conflict resolvers. In addition to best practices, my training program covers effective communication and collaboration. Participants will learn how to communicate effectively in challenging situations, how to develop empathy and understanding, and how to work collaboratively with colleagues to achieve common goals. These skills are essential for building strong relationships and fostering collaboration in any environment. Furthermore, my training program emphasizes the importance of building team spirit. Participants will learn how to create an environment of trust and mutual respect, which fosters creativity, productivity, and engagement. They will also explore different strategies for building a sense of shared purpose and commitment among team members. Overall, my communication and conflict resolution training program is designed to provide participants with a comprehensive understanding of best practices, effective communication, collaboration, and team building. Through interactive activities, case studies, and hands-on exercises, participants will gain the skills and confidence they need to communicate effectively, resolve conflicts, and build strong, effective teams. The result is a more engaged and motivated workforce, with improved communication and collaboration skills that can drive organizational success.
M. A. Business Coaching & Change Management
Master's Degree in Economics & Health Insurance
Prosci® Change Management Practitioner
Certified Project Manager
20+ years of experience in managing change!
We are certified!!!
20+ years experience in ORGANIZATIONAL CHANGE MANAGEMENT
20+ years experience in leadership development
100+ successfully managed projects in OPERATIONAL EXCELLENCE, ORGANIZATIONAL Change Management, and STRATEGIC PLANNING
4500+ hours of Coaching, Training, AND DeVELOPMENT