Facilitated 1.5 day session for ten members of leadership that focused on developing and enhancing three core leadership actions: defining a vision, aligning the organization with the vision, and executing the vision.

Turning Feedback Into a Performance Driver at Cotter Consulting

At Cotter Consulting, leadership recognized a familiar challenge—one that quietly impacts performance in many organizations.

Feedback was happening… but not always effectively.

Some conversations were delayed. Others lacked clarity. And in some cases, managers avoided giving candid feedback altogether. The leadership team knew that if they wanted to elevate performance across the organization, they needed to address the root issue:

How feedback was being delivered—and received.

The Challenge: Inconsistent Feedback, Missed Opportunities

As part of an ongoing review of their performance management approach, Cotter’s leadership team identified a critical gap:

Feedback was not consistently driving behavior change.

They understood something many organizations overlook:

  • Feedback isn’t just a management task—it’s a core leadership skill
  • Poorly delivered feedback can confuse, frustrate, or disengage employees
  • Effective feedback, when done right, can unlock performance and accountability
  • To move forward, they needed a solution that would:
  • Align leaders around a shared definition of feedback
  • Improve both giving and receiving feedback skills
  • Create a more consistent, coaching-oriented culture

The Solution: DISC-Based Coaching & Feedback Training

Cotter partnered with TrainSMART to deliver a targeted Coaching & Giving Feedback Training experience—led by Senior Facilitator Dave Finley.

This wasn’t their first experience with TrainSMART. Many leaders had previously worked with Dave during a DiSC session at a senior management retreat—so there was already trust in the approach.

This time, the focus was clear:
Make feedback practical, behavioral, and immediately usable.

The Experience: Practical, Personalized, and Behavioral

The training was designed as a highly interactive, DISC-based session, customized to Cotter’s team and delivered in person at their Burr Ridge office.

Participants explored:

  • What feedback really is—and what it’s not
  • How individual behavior styles impact feedback delivery and reception
  •  The purpose and value of feedback in performance management
  • Proven models and frameworks for delivering effective feedback
  • Common pitfalls that derail feedback conversations
  • But more importantly, they practiced.
  • Through guided exercises and real-world scenarios, leaders worked on:
  • Delivering feedback with clarity and specificity
  • Adjusting their approach based on DISC communication styles
  • Receiving feedback without defensiveness
  • Turning feedback into two-way, coaching conversations

The Outcome: More Confident, Consistent Leaders

After the training, Cotter’s leadership team walked away with more than just knowledge—they gained practical skills they could use immediately.

Leaders were better equipped to:

  • Deliver feedback that is clear, direct, and constructive
  • Adjust their communication style to maximize impact
  • Create a culture where feedback is expected, not avoided
  • Use feedback as a tool for ongoing coaching and development

The result?

A stronger foundation for performance management—built on consistent, meaningful conversations.

Why It Worked

This initiative succeeded because it wasn’t generic.

It was:

  • Customized to Cotter’s goals and leadership team
  • Grounded in behavioral insights (DISC)
  • Focused on real-world application, not theory
  • Delivered in a format that encouraged practice and reflection

Final Thought

Cotter Consulting didn’t just invest in feedback training.
They invested in building leaders who can coach, communicate, and drive performance every day.

If your managers are struggling to deliver feedback—or avoiding it altogether—it’s time to rethink your approach.

TrainSMART’s Coaching & Giving Feedback Training helps organizations build leaders who can turn everyday conversations into performance drivers.

Testimonial:

“Dave: Thank you so much for leading our Cotter management team through terrific leadership training. You are a terrific facilitator. The entire day and a half was engaging and stimulating. The material was rich, and the balance of lecture, discussion, and group activities was perfect. “Work for Leaders” was a terrific experience, Anne Cotter