“But the key principle is that human-centred design,” said Angus Mugford, the Blue Jays’ Vice President of High Performance, when commenting on the addition. “We really were trying to think about the player experience; and areas that were not just functional but fun and enabled them to relax and connect with others.”
Mugford was talking to an audience at November’s Leaders Sport Performance Summit at Twickenham Stadium in London. “It’s thinking with the end in mind, really thinking about people using that space, making sure they’re included in that process,” he continued, “and even if you’re not building a new facility that you’re thinking about [solutions] within your existing constraints. If collaboration is one of the key things you’re driving for, are there ways you can shift and move your environment to really maximise that?”
The Blue Jays have dotted the Player Development Center with QR codes that allow players and staff to provide instant feedback on their experience of their new facility. “Whether it’s putting QR codes and just doing a survey around your facility now and seeing what feedback people would give. You can get some incredible ideas that you may not necessarily generate, or an architect may not generate.”
As Mugford came offstage, the Leaders Performance Institute approached him to further discuss the topic of human-centred design, athlete empowerment and mental wellbeing.
Angus, how have you and Toronto sought to address the challenges of the pandemic and apply the lessons learned along the way?
AM: Something that we’ve learned is the power of design. You’re trying to surround the problem with all these key stakeholders and really trying to identify and define what it is. What is the objective and what are all the elements of that so that we can be a lot more intentional and driven about all the pieces that come together? Because goodness knows, sometimes when we’re in reactive mode, we spend half our time cleaning up the mess of our efforts in good faith, but if we do take more time up front and really think about designing solutions in a more thorough way, we get way better results. Certainly being more intentional; and human-centred design specifically has been a great tool in being able to do that.
Your relationship with control – how do you know when to delegate or take something on yourself?
AM: ‘Control’ is a great word, right. It’s so much better for your health and anxiety to have your finger on the pulse of everything, but empowerment is one of our core values at the Toronto Blue Jays, and as easy as it sounds, it can be incredibly difficult. But certainly the ability for any member of the organisation to feel like they have an impact and to communicate their voice is massive because the things that someone sees from a different perspective are often the best solution and a blind spot to someone like me who doesn’t see it from the trenches. So for us to feel safe and valued and feel that every voice contributes is really huge. Conversely, I think with empowerment it is easy to give people a lack of support, so I think a high challenge, high support environment is necessary. Empowerment with the right level of expertise and support is really important – and empowerment and low support can be a lonely and difficult place too. It’s a really complex area but we’ve seen the value of empowerment with stories like Harlequins’ and a lot of the great teams out there are listening or empowering their staff and players more.
How do you ensure that everyone in the build feels able to speak up and contribute to performance questions?
AM: I think the psychological safety is huge. That people are willing to put their hand up, that they are willing to be wrong, that we’re not going to be judged for saying something stupid, and I think also feeling a responsibility that their voice matters, that they have something to contribute, and people will listen even if the team doesn’t choose to follow. Great facilitation and great leaders make sure that everybody has a voice and has a stage to be able to share that. But safety and being able to do that and take positive risks is critical and hard to do.
How and in what ways are mental health and wellbeing part of the performance equation at the Blue Jays?
AM: Mental health and wellbeing has become heightened in terms of the awareness of people living through the pandemic; and while it’s always been there, I think people are more comfortable talking about it now because it’s affected all of us in so many different ways. And I think ‘mental health’ in itself is an interesting term because we often associate that with mental illness but we have mental strength and we have mental health all-encompassing around health; and making sure that we understand that continuum of providing the resources and making it comfortable for people to talk about an acknowledge. And that’s not just for players: I think that aspect for all of our staff is really important too. High performance is not often a balanced world. There’s a lot of time on the road, away from families and high stress. And I think that acknowledging that we’re human beings and physical and mental health are really important aspects that we need to focus on, provide resources for, and work on too.
In what ways is self-reflection a useful tool?
AM: Self-reflection is a critical aspect of learning, period. At the Blue Jays, we have a framework of prepare, compete, recover. And it’s amazing, both as players and staff sometimes, we’re really good at prepare, really good at compete, and terrible at recovery. The recovery is not just physical, it’s that mental aspect; making sure that we’re reflecting and learning, taking all of the positives and opportunities to get better, and that we’re also letting go and moving onto the next day. Being able to be fully engaged in the present and make the most of that. But without reflection, there is no learning; experience is really a reflection on experience that allows growth, learning and development.
‘The Hall’ is the single greatest individual award that can be bestowed upon anyone in American professional baseball. The numbers he amassed over 20 seasons in Major League Baseball place him among the greats, and the joy of watching ‘Big Papi’ stride to the plate with bad intentions for opposing pitchers satisfied millions over the course of his career.
People will debate his greatest contribution to the game and if you pick up any one of the hundreds of articles written about him you will read that his personality and natural ability to lead are even larger than his physical stature.
I learned all this in person at Spring Training in 2007, when the impact he had on a certain 29-year-old journeyman minor league player kickstarted my journey in leadership.
Reaching your leadership ceiling
I am a big believer that leaders can be born but they can also be made in the sense that even if people have natural ‘born leader’ qualities the true height of that ability can’t be realized unless they continue to learn, train and exercise those abilities. Everyone is born with what I call a ‘leadership ceiling’. Whether that person reaches their leadership ceiling or not is dependent on a multitude of factors, such as, how influential can that person’s leadership be in a multitude of environments? Does a person have the requisite skill set to lead in any environment and most importantly can they activate those skillsets when it matters most? The best leaders on the planet exhibit a few crucial qualities regardless of who they lead.
At the Boston Red Sox’s Spring Training camp in late February 2007, I carried my bags into their clubhouse in Fort Meyers, Florida, and began to learn that Ortiz had those qualities in spades. I was heading into my seventh season as a professional, with my third club, and had yet to crack a Major League roster. Honestly, with my 30th birthday coming in October, I was questioning my time in professional sport.
Nevertheless, Spring Training can be a tremendous opportunity for younger guys or journeyman like me to make an impression on the coaches and decision makers. The second I walked into that clubhouse the place was different. There was a feeling of calm, easiness and focus on the task at hand: winning the World Series. This team was laser-focused on doing just that. This team was different too in that it was a very veteran clubhouse, including Jason Varitek, Manny Ramirez, Mike Lowell, Julio Lugo, Curt Schilling and, of course, ‘Big Papi’.
The origins of Ortiz’s nickname are rooted in American baseball culture. The most senior Latin leader in the clubhouse is referred to as ‘papi’, which loosely translated from Spanish means ‘daddy’. Major League teams and their affiliates will have rosters filled with players from the Dominican Republic, Venezuela, Mexico, Colombia and Curacao. They are signed between the age of 16 and 18 and usually start their careers in club-operated academies in the ‘DR’. The best will progress to the US where these young men are asked to learn a foreign language, assimilate to another culture and, oh yeah, play ball at a high level! On the flip side, you have a group of young American players who are yet to be exposed to Latin players.
What we know about human behavior tells us that people tend to assimilate in groups of similar people. Clubhouse culture in baseball is no different. In each of these groups – white guys from the West Coast, black guys, Northeast guys, Southern guys, the Latin guys – leaders tend to emerge from within these groups and, usually, these guys are comfortable enough in their own skin to bridge the gaps and pull people together. For the Latin players, the role of the ‘papi’ is crucial. With that moniker comes responsibility and, often, this man is not just the leader of the Latin players but a bridge to the coaching staff and everyone else on the team.
Intentionality and integrity
At Fort Meyers, I was assigned the number 76 – an awful number. You tell yourself it doesn’t matter but we all know it’s terrible. I would arrive at 5:30am for the workouts that typically didn’t get started until 9am because you never know what might happen. Lift, eat, sort equipment, adjust to any changes, whatever needed to be done. I remember the third or fourth day of camp at about 5:50am. I had just changed into shorts and a t-shirt and, out of the weight room having finished his workout, comes ‘Big Papi’.
‘Hey, what you doing here? It’s too early,’ he said in a deep voice with a heavy Dominican accent.
‘Papi’, I said, while pointing to the #76, ‘man, unless you’re early they forget about you!’ Part of me was kidding, part of me was dead serious. His answer was something that I’ll never forget.
‘Nah, you get invited to this camp, you have a chance to help us win a World Series and we gonna do that. Get your bat… let’s go hit!” He didn’t know me from the next guy but I was in that clubhouse and I had the same uniform on. At this point of his career he had been a three time all-star, a World Series champion and a World Series Most Valuable Player. At 6am he was changing his shirt post-gym workout and heading to the batting cage.
With his actions he was saying ‘we win things around here, this is how we work and you’re part of it’. This was his routine and he was going to do this whether I was in the building or not. I happened to be there so this was his opportunity to show me the culture in the building without saying a word. Leaders such as ‘Big Papi’ act with intention because they have a vision of where they see themselves and their club and a clear plan of how they can get there.
It spoke to his accountability too. Accountability and integrity are essential and connected, as it’s very easy to call for accountability in those you are leading. Holding people to account for their preparation, performance or work is easy – holding yourself to those same standards signals integrity. What are you doing when no one is watching you? Are you holding yourself to the same standard that you expect from those you lead? In world sport today, managers, coaches, or technical directors have a vision of what they want that culture to be but ultimately it must be player-led.

Communication and personal connection
It was 6:10am and I was sat in the batting cage with Big Papi, and Wily Mo Pena (a massive prospect at the time for Boston) taking turns. While Manny and Wily Mo would hit, Papi and I were in deep conversation about all number of things. He’d ask: where are you from? Where have you played? Are you married? Do you have kids?
When he hit, I watched him work through his hitting routine, how professional it was, how detailed and demanding he was of himself, how he watched Ramirez work (Manny is a legend himself). After I had my turn he asked me questions about my approach and the things I thought about when I was at the plate: did I like hitting left-handed or right-handed better? He was asking me about my baseball journey, how I ended up signing with Boston? Where did I feel most comfortable playing defensively? How did I believe I could help the club? What did the administration tell me about the opportunity I had in the organization?
Papi wanted to know who he was working with. He wanted to know what I was about. His approach in asking me these questions made me want to answer them without hesitation. Additionally, this was a two-way street. I didn’t know him, I just knew what I saw on TV. This was my opportunity to find out, besides talent, what made this guy tick. What was his journey to this point? One of the core beliefs I have in leadership and people development is the player resides within the man: if you want direct access to the player you better know the human first. He had an innate understanding that people’s talents, whatever they are, shine the brightest when there is a level of comfort in the environment.
That day the #76 felt important – like I really did have a chance to impact this club. Remember, this is 2007 and we weren’t talking about psychological safety then, but that’s exactly what it was. There was an easiness about him that was contagious. I hit early with that group the next ten days and every day was just like this. We got into real conversations, and it was incredible.
The ability for leaders to connect with everyone is vital to that person reaching their leadership ceiling or simply just having leadership qualities. ‘Big Papi’ went all out.
Authenticity
About two weeks into camp, the exhibition games against other teams start and the biggest beneficiaries of these early opportunities are guys just like myself. And I played terrific.
Early one morning I was in the cafeteria and in comes ‘Papi’. ‘Oye [Spanish for ‘listen’], I see you, you playing your ass off,’ he says. He grabs a bowl of oatmeal and takes a seat next to me. ‘There is a guy in this clubhouse that come up for one game – one series to help us win the division.’ I remember sitting in my locker later that day thinking this guy is unbelievable. The level of professionalism in his preparation. The respect he garnered not just from his play but also by how he treated his teammates, coaches and support staff. Most importantly, he was REAL!!!
There is a saying in baseball: ‘just remember, you can’t fool the clubhouse’. People know when you are real and people know when you are phony. When you are in a leadership position and you are an imposter in any way, you will lose the group.
Later in camp, the big boys were playing five to six innings and then the subs entered the game. We were playing the New York Mets and I replaced Ramirez in the sixth. When those guys get out of the game, they get whatever recovery they need from the physio team, shower, then leave. Well in the top of the seventh inning I was playing left field and Lastings Milledge hit an absolute rocket down the line near the corner. I took off full speed, located the baseball and laid flat out to make the best catch of my entire 14-year professional career.

At the end of the inning, I ran into the dugout and waiting on me at the top step in street clothes was ‘Big Papi’. He was watching the rest of the game as he was doing his recovery with the physio staff. When I’d made the catch he’d ran outside and was waiting for me at the top step. ‘Oye, that was unbelievable! I’m telling you, you gonna help us win something!’ When he’d first said that to me almost a month earlier, I’m sure he said that to put me at ease in the beginning of camp. Now, I had played well and he noticed. I believe in that moment he really believed ‘this guy really might be able to help us.’
Well, he wasn’t kidding the Boston Red Sox won something in 2007: the World Series and, believe it or not, they did it without me! I spent the entire season at Pawtucket, the Triple A affiliate. I had one of my best seasons as a professional and I never got called up. The younger version of me was crestfallen that I didn’t get promoted to the majors that year. The version that is writing this piece realizes the intellectual currency that I took from that experience. What I got was a six-week case study on what high level leadership really looked like up close.
Leaders connect on a personal level with those they lead. Leaders are vulnerable and transparent, understanding that authenticity in relationships is central to culture creation. Leaders realize they will accomplish nothing by themselves, and they need the contribution of everyone in the operation. Leaders make everyone in the operation feel like their contribution to the group is important. Leaders set the tone for what the standard is in the organization. Leaders do all these things and do so in different styles – we will cover that in later posts.
David ‘Big Papi’ Ortiz is a three-time World Series champion, a legend of the sport and now a member of the Baseball Hall of Fame. I’m not going to pretend that I know him because I don’t. We don’t talk and I don’t have his number. Here is what I do know: Papi has influenced countless lives by modeling what real leadership looks like. For me, that makes him a Hall of Fame leader.
Bobby is one of six Leaders Performance Advisors, a group of leading performance thinkers providing more subject expertise to our member-only content and learning resources. To find out more about all our Performance Advisors, click here.
From selfish to selfless
Kate Howey was a two-time Olympic medallist who appeared at four consecutive Games from 1992 through to 2004, she was also a world champion and perhaps the poster woman of British judo. She instantly became a coach and admits her ego got in the way at first. “It was very much about winning,” she told the Leaders Sport Performance Summit in London last November in her former role as Head Coach of British Judo. “I had an ego and if I could produce somebody who was winning medals that would be good for me. Then you get a bit older and wiser and realise it’s not about me, it’s about the athlete. That was a massive learning curve.”
Howey had made the journey from selfish to selfless. “It’s about how I break down the barriers and the softer skills of coaching,” she continues. “Get the human side of the athlete out to then build the trust to get the performance.”
It needs to be this way in a sport such as judo where the coaching is close-up and personal. “I’m probably from here to the photographer [about three metres away] coaching them matt side; and something can change in a second. I have to be on it and I have to have the trust from the athlete that I am giving the right instruction.”
Never say ‘back in the day’
If a self-referential approach was outdated in 2004, it is not going to serve any purpose with current athletes who were barely in school at that time. “‘Back in the day we did this’ – never ever say that to this generation because they’ll say ‘you didn’t even have TVs in your day, Kate.’ They’ve got a totally different understanding of what goes on in the world.
“Your coaching changes and you have to be innovative with that. You can even coach using somebody’s Instagram. You have to be super innovative.”
Find out what makes them tick
In judo, as Howey says, “It has to be athlete and coach working together rather than coach-centred or athlete-centred, because sometimes the coach does make the athlete tick as well, as much as the athlete needs the coach, the coach needs the athlete.”
She can be on the road up to 250 days per year, which means it is essential she develop rapport with athletes who might be half her age. “You’ve got to know the generation that you’re dealing with,” she continues. “They’re very clued up; mental health, tech savvy. You get to learn these things so you can have an ‘in’ on a conversation or just get down to their level, as hard as it may be, and challenging as it is.” She tails off for moment. “[I’m often] sitting there watching Married at First Sight for an hour.”
Howey does not necessarily enjoy this reality TV show but it is a worthy sacrifice. “The softer skills have to come in, which is possibly knowing what they’re doing that evening, knowing what’s going on in their life, knowing what’s going to make them tick – and what’s not going to make them tick – more to the point.
“How do I motivate them? How do I bring them down when they’re slightly high in terms of they’re too eager to do too much? Then they do too much and they get hurt. It’s a two-way thing and you have to have the conversations to get the information out.
“Sometimes it’s a chat over a cup of coffee that you don’t get in a training environment. You need to get to know your athlete in order to get the best out of them.”
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The Performance Director of MLS champions New York City FC is talking to the Leaders Performance Institute and Elite Performance Partners [EPP] about his own experience as both a practitioner and a leader.
“In my first leadership roles,” Bettle continues, “I really thought having the best strategy or having the best ideas, that was what was going to make me a great leader, that people would just hear my idea and say ‘this is brilliant! Let’s do it!’ And you very quickly realise that it’s all about the people that you’re going to be leading.”
Bettle speaks from his experience leading performance divisions at teams including the Anaheim Ducks and Toronto Maple Leafs. “Yes, you have to have a strategy but the other side of it is that you need to have empathy for what people are going through, their sense of threat from your new system, and the humility you must have to go into a new environment and take it all in. There’s a huge component of leadership you almost don’t realise until you’re in the job already. Hopefully you ride that storm out where you last and get to take that next step.”
The Leaders Performance Institute and EPP’s Dave Slemen and Anna Edwards are also joined by Darren Burgess, the High Performance Manager of the Adelaide Crows who also leads EPP’s search offering in Australia, and James Thomas, the Performance Director at British Gymnastics.
Although the trio offer three different perspectives from three different sports, systems and countries, they hit on the numerous performance principles that EPP, a performance consultancy and search firm, discuss with their clients on a daily basis. One such principle being the need to ensure people are developing a range of ‘human skills’ over and above their technical competence in order to prepare for leadership. Here are some of the other key considerations they identify for performance directors going into new roles.
Cultivating high performance habits
The environment is uppermost in the minds of all three, playing to EPP’s belief that culture and strategy hold equal weight in an organisation – like two strands of a DNA helix, with strong leadership binding the two together and enabling the team to retain its core structure when pressure is inevitably applied. “You don’t have to get it perfectly to succeed at all because talent will probably beat that, but where talent is equal, the environment becomes really important,” says Burgess, who has led high performance teams in the English Premier League at Liverpool and Arsenal, as well as in his native Australia, where he helped Melbourne to win the AFL Grand Final last year.
The dynamics are not quite the same in Olympic sport but the need for a clear performance vision is paramount, as Thomas explains. “I’ve always described culture as turning expectation and beliefs into behaviours, and then behaviours into daily performance habits,” says Thomas, who has previously worked with British Judo, Welsh Boxing and Great Britain Wheelchair Rugby. “The people I’ve seen be successful have had consistently high performance habits in an environment that allows people to express those habits daily, to allow them to be reinforced and celebrated in training and competition.”
It takes time to reach that point, as Bettle points out. “People need to be open-minded and have humility, both me coming into an environment and the people there,” he says. “In a positive environment, there’s a lot of work done to prepare for your entry, but that isn’t always the case and staff can have no clue as to what’s expected and why we’re making a change. You have to spend a significant amount of time on the front end just letting the staff know exactly what the new org chart looks like.” Even when you get there, leaders need to remind their teams of the culture they are trying to build on a daily basis, EPP’s Dave Slemen adds.
Stop, look and listen
That said, it is important not to rush. “I think the most important thing that I’ve done is taking some time to not do anything,” says Bettle. “Really just observing the current culture, the current systems; really taking it all in before you actually start plugging your system into it.” He admits it is an error he has made in the past. “You go in too quick and you’ve got a system that you want to drop on this new culture and you miss things that are being done really well. You lose sight of the fact that this is a big change management project, and so people can’t change as fast as you would like them to if you just go in on day one and start to change systems and processes and reporting lines.
“For 60 days, you should observe and plug in little pieces where you can, and then once you’ve done that evaluation, you can plug in your system to really complement the things that are being done really well; and you can give them small pieces to change over time, and look at it as more of a long-term project than ‘at day one you’ve got to come in and produce results’.”
Burgess concurs: “People need to feel safe and they need to feel appreciated, and they need to feel that just because there’s change that doesn’t mean there will be wholesale change, and that’s a tough balance because, in a lot of clubs, in a lot of situations, you’re brought in for a reason, and they know that and you know that and the players know that, so there is a delicate balance there you have to find.”
The performance director role must begin to engender trust. “Unless you spend the time to build the connection with somebody I’ve often found it falls a little bit short,” says Thomas, who understands the importance of giving his staff a sense of psychological safety. “I’ve always taken the time to stand next to a coach during training, watch, ask questions, be inquisitive, and give them a sense that I’m interested rather than coming in and make a big change. It might not need a big change, but unless you talk to people and find out, you’ll never really know. It’s probably quite simple, but I just stand, watch and ask questions and try to be humble. I’ve come in, I’m not going to fix everything for anybody, but I’ll happily try and help. But I need to know about what you feel, what you think the issues are, and what you think doesn’t need fixing. What you think is great and really sacred to the sport, what needs to be maintained for the next few years.” Burgess points out you also need to speak up when it’s required, which fits with the definition of psychological safety held by EPP. “It’s not just about creating an environment in which everyone can speak up and be heard, it’s about creating one where you have an obligation to if you think something is wrong,” adds Slemen.
Thomas’ inclusive approach proved useful as British Gymnastics devised its plan for the 2024 Paris Olympics. “By the time we’d launched our plan, which was just before Tokyo, everybody had seen it and heard the words, heard the language, and heard the ideas of change, so it felt quite normal,” he says. “It felt like people took and breath and just said ‘onto the next four years’. There’s a few changes and I’m sure people will have to work through that, but we’d taken on such a journey and evolved the team quite early on. There was actually a big sense of togetherness rather than a secret thing that was cooked up in a boardroom that no one had ever seen and all of a sudden now you were putting it on them.”
The importance of a criteria-based approach
As Bettle says: “You want to be clear about your standards and how people are going to be held accountable and, within that, being as supportive as you can.”
To that end, Burgess has adopted a criteria-based approach. “I tend to give the staff a practical job description and say ‘there’s your practical day to day responsibilities’ and then there’s a real clear expectation and they can be as little as ‘you’re putting out the cones for the warm-up’ to as extensive as ‘you’re responsible for delivering the training analysis to the coach’, he says. “Whether that’s a physio, doctor, psychologist, a performance analyst, they all have their practical job description and therefore they know what they’re going to be held accountable for, and that tends to be a little bit more specific and practical than a human resources-designed job description. That’s helped a lot. It’s helped us to get people aligned in what they’re doing, it’s also created its own issues when people fall short because it’s only mine and it’s not HR’s, but within our staff context it works quite well.” Which is perhaps why he’s such a good fit for EPP, who take a similar criteria-based approach to their hires, taking time upfront to ensure all are aligned on the key priorities for any role and why they are hiring, rather than getting blinded by names of prospective candidates or silverware.
For Thomas, it is a question of impact. “I’ll say, ‘where do you, as an analyst, as a physiotherapist, show impact? Can you talk me through where you impacted on performance?’” he says. “And then we move away from KPIs and job descriptions to actually showing me or telling me a story about where they impacted and connect to the team going after world championships and winning four medals; the nutritionist can tell me a story of the six weeks before and you get a real sense that somebody really can give you a great story of where they’re adding value; or if someone can’t quite describe that to you that’s where I start to think where are they? Where are they working? Where are they impacting? Moving forward, is this an area that we might want to change?”
Find your authentic voice
Authenticity is important and, in Edwards’ view, the most important leadership trait, alongside vulnerability. “It’s just what is right for me and what allows me to be my best, draw from my experiences, inspire others, but in a way that suits me,” says Thomas. “I’m not a stand on top of a desk and beat my chest person, I try to inspire through relationships, caring about people, good strategy, but actually allowing other people to feel empowered to do it. So for me it’s been learning about myself, trust myself, but do it the way it feels right for me.”
For his part, Burgess initially noted down the qualities he liked and disliked in his leaders. “I would just come back and check those quite often,” he says. “The big one for me, in every organisation, was that I barely got feedback and that might be a conversation on the pitch or more formalised feedback and those things are really important because most of the staff are just craving some sort of information on how they’re doing.”
Mentors and blind spots
Thomas found a mentor early in his career. “I wanted someone to challenge me outside of the gymnastics space,” he says. “It was a safe space where someone could really push me, get me asking the right questions, and give me feedback about how I was doing and how I was coming across.”
It’s something that I always quite pleased on, my ability to make tough decisions, and someone held the mirror back at me and said ‘you’re great at making tough decisions, but do you have tough conversations before that?’ That’s something different. Making a tough decision and just doing it, that’s one thing, but actually telling people beforehand or getting their views beforehand and having those tough conversations, that was a little bit of a blind spot for me and maybe I’m shying away from the tough discussion but then going straight to the tough decision. That’s something I’ve learnt, that they go hand in hand, but they’re two very different skills.
The importance of mentors came out as a key theme in Slemen’s dissertation for the Executive MBA he completed last summer. In interviewing ten of the UK’s top performance leaders, he found all had leant on mentors throughout their careers, and most highlighted it as the most pressing factor in their success.
Thomas advocates the same for his team. “It was something probably two years in that I pushed really hard with my senior team; ‘get yourself a mentor, get someone who can support you outside of the work environment’. It’s been a massive success for gymnastics in terms of the growth I’ve seen in my team and them enjoying more leadership responsibility. A lot of that has been in seeking feedback from other members of the team.”
Quarterly 360-feedback is now part of British Gymnastics’ programme and Thomas relies upon it. “They might not even be involved in performance, it might be PR or marketing or finance, but tell me how I’m doing, tell me how I’m coming across, what grates on you that I do that I’m not aware of, that I need to think about, where my blind spots are that I’m just not aware of day to day; and it’s that ability to reflect based on other people’s feedback has been really important.”
Bettle agrees. “I’ve worked with a mentor and coach for some time now and I think that that process of self-reflection has been one of the most important things in my career, certainly transitioning into leadership, just general self-awareness, self-reflection and getting to know yourself better, getting to know what my defaults are and what my blind spots are has been really important coming into environments as we try to increase diversity within an organisation; and you just know that you’ve got blind spots that you’ve got no way of knowing how other people are really thinking unless you’re really seeking it out.” Having seen the importance of such guidance in the careers of many of the leaders they work with, Edwards has undertaken a Master’s in Mentoring & Coaching, allowing EPP to offer this as an additional service to those with whom they work.
19 Nov 2021
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“I’m in the job because I want to be in the job, not because I need to be in the job.”
Moyes, who recently celebrated his 1,000 match as a manager, is enjoying a career renaissance at the London Stadium. He returned to West Ham in December 2019 with the Hammers in danger of relegation and worked to ensure their survival at the end of the Covid-hit 2019-20 season. It was the second time he had achieved that feat following an initial six-month stint in east London in 2017-18.
This time, he remained at the helm for the 2020-21 season and oversaw a transformation of the club – far quicker than anyone had anticipated – from brittle and perennially relegation-threatened to European contenders capable of posing opponents questions from front to back. In May, Moyes steered the club into the Uefa Europa League courtesy of a sixth-place Premier League finish – their highest since 2001.
A new three-year contract for Moyes followed in June and his team has carried their superb form into the current campaign. They sit atop of their Europa League group while again challenging at the upper echelons of the Premier League.
It is a remarkable turnaround for Moyes, who had endured a series of unsuccessful spells at Manchester United, Sunderland and Real Sociedad before again finding stability at West Ham. His reputation has not been as high in nearly a decade.
“I’m personally in a better place and managing in the way that I want to and I’m not having to be miserable because I’m losing games all the time!” he told the Leaders Performance Institute’s Jimmy Worrall in October. “I’ve actually got a team that’s winning.”
Moyes, who was labelled the ‘Moyesiah’ by West Ham supporters for his feats last season, instinctively understands that a manager is never more than a few bad results from being ridiculed, despite the elusive mix of talent and circumstance required to succeed at the highest levels of the sport.
“Winning makes a big difference and, in the sport we’re in, it really does change how you feel, how the media perceive you in all things. But I would hope that I would still be treated the same way if we were losing. We’re in a sport where there is winning and losing, not everyone can win. In fact, there’s very few people who can win. I really enjoy it. I don’t want to step away from it at the moment. I feel good and I hope it’s helping me manage and work better.”
What has changed? “If I’m being honest, I think I’ve changed a lot as well,” says Moyes, who did not manage between leaving West Ham in 2018 and returning to the club a little over a year later. At times during his hiatus he worked as a technical advisor with Uefa, a role he returned to during the delayed Euro 2020 tournament last summer.
“I was out of work, I was doing lots of stuff with Leaders, I was listening to people talking, I was listening to how people were building their clubs or what sports they were in. I did a lot of games for Uefa, I did a lot of speaking at conferences, and I think that, myself, I had to change.
“I said this in some of the conversations I’ve had with Leaders before that I felt communication has become even more important in modern day coaching and managing, whether that be to your players, your owners or the media. I think people do want to hear more and I think they want to see more positivity; the players need it as well.
“I felt as if I had to change a little bit and see if I could alter my approach. I’m not saying that’s the reason for any success, but I’m trying to remain positive in the job where, in recent years, it’s been quite difficult for me because there’s been a lot of negativity around me, around maybe some of the clubs I’ve been at. But overall, I’ve felt if I could be a bit more positive that would be a starting point, so I’ve tried to do that.”
Moyes then elaborates. “I probably looked closer to see how I’ve been doing things and checking if I thought they were right,” he says. “The majority of the things were right, all the basics, all the organisation, all the planning, but I had to look at things differently. I think my communication had to become better. I think that was the biggest thing I found with the players. I think there is a need for much more communication, but even the message you’re giving out to the media now. I felt as if I had to change from where I’ve come from.”
Moyes became player-coach of third-tier Preston North End in 1998 at the age of 34 and was a typically coach of that era: stern, aloof and sparing with praise. It was effective and he led Preston to the second tier in 2000, and later enjoyed a successful 11 years at Everton in the Premier League with largely the same approach. A generation of players has passed through the league since then and it feels like something of a bygone age – a fact not lost on Moyes.
“On days gone by, I think people would tell you, you wouldn’t come to the manager’s door very often,” he continues. “I’ve tried to be in and around the players as much as I can but keeping my distance because they have to understand that I’m still the manager. Nowadays, I’m talking to them more, about their daily lives, whether it be their families, what they’re up to, whether it be what their interests are.”
It might be a stretch to pin this as a direct reason for West Ham’s resurgence, but this approach has perhaps enabled Moyes to do his best work by helping to improve his general wellbeing. “It’s made me feel much better by having a positive outlook as well.”
The last point resonates in particular. “Sometimes people forget about the mental health of the leaders who probably have the decision-making responsibility,” says Moyes, who acknowledges that it is not easy for his players either. “The winning or losing means so much. Quite often, we can sit and listen to a radio show, which will be discussing if you’re getting the sack or not. And that, nowadays, for any other member of the public now would probably be seen as a mental health issue, but for sports coaches or managers, that’s seen as an open forum and it’s allowed to be spoken about. Most people’s lines of work would not be discussed because it would be seen as not right.”
Moyes has not been out of work for long periods during his 23-year coaching career but there have been occasional spells. What went through his mind during those times? “When you’re out of work, you can’t wait to get back in it. When you’re in work, quite often you’re saying ‘I wish I was out of it!’ because of the pressure and stress you get from it,” he says, adding that he can see more and more coaches opting for sabbaticals as a means of staving off burnout.
“Being out of work can sometimes be a good thing for managers. Pep [Guardiola] took a year out where he went to New York and did something different. I think you’ll see more of it. You’ll see some of the top managers really thinking now ‘I don’t want to be under this level of such stress every week and probably 10 or 11 months of the year I’m away from home every weekend or I’m working every weekend.’ So I do think you may see this in the next generation of managers where you might do a couple of years, and then take a year out and try and come back in again. For me, at the moment, I’m enjoying it.”
Few of Moyes’ contemporaries from his time at Preston and Everton are still operating at the highest levels of the game in England or abroad and the man himself believes that continuous learning has improved his chances when he has been out of work.
“Sometimes when you get this job you might think ‘I’ve got a job now, that’s set, I don’t need to look for anything new, I don’t need to hear what other people do’. I think you have to keep trying to find a way of learning. At the moment, I want to update all the football sessions I do; I’m trying to move them on, I’m trying to find other ways. I want to be able to test the players in as many of the football sessions as I can. I’ve got enough library material in my head to put on coaching sessions every day, but I want them to become new, fresh and updated and I’m always trying to challenge myself to find out what else I can do. But I think being out of work, I had to find ways of [working out] how you do that. When you’ve been near the top it’s difficult.
“You’ll know the people I’m going to talk about: David Brailsford, Gareth Southgate; so many of the people I get to hear from, so many great leaders, people who are great in different sports. It’s amazing how many tips you can get off of people and hear little things that complement [what you’re doing].
“I wouldn’t say I’m a great reader but I’ve picked up a couple of books and I’m picking things out of reading. Sometimes it can be enough to give you a little bit of motivation to say something or to encourage yourself to be ready.”
He mentions Guardiola again. “I heard Pep say he used the word ‘football thief’. I think we all have to be football thieves, I think we all need to steal a little bit from wherever you go.” He cites his work covering the Champions League and Euros for Uefa. “[That is] part of understanding what the new trends are and what’s up to date and where the goals are being scored from, what way teams are now lining up. The new flexibility that’s coming into football.
“If you want to stand still you can do so, but I want to try and move on and keep up with the best teams and coaches.”
The topic formed the basis of an Elite Performance Partners Webinar in November last year and the question has increasingly been brought into focus during the pandemic as budgets have been slashed and staffing levels reduced.
Necessity has played its part in a trend that the Leaders Performance Institute is observing across elite sport, with one member sharing the insight, via a Community Group Call, that they are considering moving away from discipline-specific job titles to ‘performance staff’ who serve in support of the athlete and team performance.
What is a specialist-generalist?
One development that has gained momentum during the pandemic is the growth of the specialist-generalist. At their Webinar, EPP outlined a model that applies to experienced practitioners whose technical specialisms are ‘comb-shaped’ – their ‘major’ and ‘minors’, to use an analogy from the US university system – and for the breadth they bring in terms of experience and through their ‘softer’ skills. “Comb-shaped practitioners not only learn their trade but seek that strong understanding of other areas,” said Dave Slemen, a Founding Partner at EPP.
Specialist-generalists are well-placed to fill the gaps created in pandemic era performance environments – not that specialists are being or can be replaced – it is simply that the specialist-generalist model is perhaps the most efficient model in contemporary performance environments. As a corollary, it also offers the best way to develop leadership qualities within an organisation and therein lies the opportunity.
“You’re always going to have discreet functions,” said Bryce Cavanagh, the Football Association’s new Head of Performance, “but it’s when you start adding multiples within those functions that the generalist becomes more valuable, or you’ve got a constraint like financial or human resource, where you can only have one person in that space. The generalist becomes more valuable.”
There is also the fear that ‘generalist’ sounds derogatory. “The people who are the best are both,” said Slemen. “They might be a specialist-generalist because they’ve got an ability across more than one specialism, but it’s also when a person is able to interact with others, their emotional intelligence, their empathy – those are the sort of skills that will be seen as generalist but are arguably the most important and difficult skills to develop.”
How can coaches facilitate the generalists in their performance teams?
Emma Hayes, the Head Coach of Women’s Super League champions Chelsea FC Women, told the Leaders Performance Institute in 2019 how a coach can facilitate that generalist-specialist performance environment by modelling good behaviours and instilling an appetite for self-development.
“I often get asked how do you go from fifth in Europe to first in Europe or how do you go from being first to staying first? That evolution is a constant adapting process that may involve changes off the pitch with the staff as well as on the pitch with the personnel,” she said.
Generalists, as per the comb-shaped model, engage with other specialists through their working knowledge, and the head coach can lend a helping hand. “I think it’s about constantly upskilling and creating and promoting an environment that’s self-directional to the behaviours that you’re expecting from everybody in the environment,” added Hayes, “and I constantly remind people that your talent gets you to the dressing room door – it’s your behaviours that keep you in it. You’ve got to apply that to the staff too; they’ve got to be in a position to constantly raise the bar and find new levels, because as the players get better, the expectations get better and bigger. You have to be able to cope with those ever-growing demands by placing yourself at the forefront of the industry.”
At British Wheelchair Basketball, Performance Director Jayne Ellis spoke to the Leaders Performance Institute prior to this year’s Paralympic Games about the relationships between the men’s and women’s teams’ coaches, Haj Bhania and Simon Fisher, and their support staff, namely the analysts in this instance. She said: “The coaches will direct a lot of the work that the analyst is doing but they also have that relationship where the analyst can also put something on the table or use the data to challenge some of the perceptions or the conversation that is happening; and that is about building great teams that trust each other.”
Each stakeholder has their specialism but feels able to contribute to the collective because that is the environment that Ellis and her colleagues have sought to foster. “They can challenge each other but it’s done from a place of ‘we’re all just trying to be great at this’” she added. “There’s no agendas in this. I think the way that we’ve got that set works extremely well for us because there’s a close relationship between the analyst and the coaches. We’re really lucky to have that and you can see it in our performances.”
The performance conversations at British Wheelchair Basketball embody the distributed leadership style of Ulster Rugby Head Coach Dan McFarland. “I aspire to a distributed leadership style. I am at the mercy of confirmation bias here, but I don’t see hierarchical leadership as being sustainable,” he told the Leaders Performance Institute in 2020. “I don’t see it as being effective, actually.”
It reads as a call to generalist-specialists. “One of the biggest drivers we have here, and I would have in my personal philosophy, is growth and also being able to enjoy your job. I think personal growth and autonomy go hand in hand with enjoying your job. I’ve always aspired to getting people to take on tasks that they can take responsibility for.”
How can generalists manage expectations?
For all this talk of delegation and empowerment, reduced staffing levels have, in some cases, seen programmes pared back but expectations of output remaining high. So while it has helped to view performance more collectively and to empower individuals in their roles, it is equally important to demonstrate your duty of care and appreciation of those same individuals. Both are prerequisites for developing trust.
Leaders such as Hayes and McFarland can set the tone and demonstrate their trust, but it is also wise for staff to set personal boundaries. “I call them ‘personal non-negotiables’, which for me are sleep and exercise; they are in my calendar, as are my meals,” Jen Fisher, Deloitte’s first-ever Chief Well-Being Officer, told an audience at Leaders Meet: Total High Performance last year.
“I communicate that to everybody and I encourage my team to communicate the same, because when we know each other’s non-negotiables we can support each other. We can set norms in our teams for what we want the team environment to be, for what we want the culture to be.
“Every team operates a little bit differently and, as a leader and as colleagues, really understanding, being open, really understanding what everybody’s needs are and figuring out what that looks like as a team. So it’s not going to look the same for the entire organisation, so it’s really about empowering people to figure things out for themselves, find it for themselves, communicate it.”
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Day one set the bar high and we looked to carry that energy and momentum into day two. We began with a deep dive into the performing arts, looking at talent development at the Royal Ballet School and Royal College of Music before exploring the theme of diversity, equality and inclusion with Brentford FC and British department store Selfridges. We then checked in with performance coach Owen Eastwood before turning our attention to extreme adventurer Adrian Hayes in the afternoon. Aspetar then had the honour of bringing down the curtain with a fascinating look at rehabilitation and recovery.
A big thank you from the Leaders Performance Institute team and our main partners Keiser, Abu Dhabi Sports Council and Aspetar, for joining us for two days of total high performance.
For those of you who couldn’t make it – or those wishing you refresh your memories – here are the key takeaways from day two.
Full Day 2 programme:
Talent Factories: How the Performing Arts Develops & Nurtures World Class Talent
Belonging: The Ancient Code of Togetherness
Diverse & Inclusive Leadership: Exploring How Diverse Workplaces Positively Influence Organisational Performance
Lessons from Extreme Adventuring: Adaptability & Resilience in Adversity
Rehabilitation & Recovery: The Latest Thinking to Support your Performance Strategy
We were also delighted to welcome you back in person and thought we’d kick things off with a performance flourish from Premiership champions Harlequins and how they have reconnected with their roots, we then segued into Thomas Frank’s sterling work at Premier League new boys Brentford FC, took a tour of performance environments at the San Antonio Spurs and Toronto Blue Jays, before ending the day with stories from two of Team GB and ParalympicsGB’s most esteemed Olympic and Paralympic coaches.
Whether you were there or not, we’ve unlocked the Key Takeaways from Day 1 for our Digest readers. If you’re a member, recordings of the sessions are being added to the Intelligence Hub as we speak
Full Day 1 programme:
Quins Case Study: Leadership, Culture & Identity
Bee Together: Developing a High Performance Environment
Corridor Culture: Mirroring Team Culture in Physical Environments
Bringing Ideas to Life: Approaching and Executing Innovation
Gold Rush: Stories From Tokyo & the Evolution of Coach-Athlete Relationships
A Leaders Performance Podcast brought to you by our Main Partners

The British sprinter – a two-time Olympic 4x100m bronze medallist – is speaking to the Leaders Performance Podcast as part of the Keiser Athlete Optimisation series.
Asha won bronze with her teammates in Tokyo and talks about some of the steps that enabled her to go again after winning a medal in Rio in 2016.
Also on the conversational agenda are:
John Portch: Twitter | LinkedIn
Further listening:
Leaders Performance Podcast – Leadership & Culture Special
Listen above and subscribe today on iTunes, Spotify, Stitcher and Overcast, or your chosen podcast platform.
Nov 16, 2020
ArticlesDan Clements of Welsh Rugby Union explains how appreciative inquiry leverages the strengths of individuals, organisations and cultures to drive and sustain change with the ultimate aim of enhanced performance.
I will take a bet that amongst some other things, at some point they nurtured you, recognised your strengths and made you feel valued. Strengths-based thinking has had a lift in modern times within sport as more and more people seek to learn and find an edge in their practice or their organisation as a whole.
The exploits of world class coaches have been extensively documented and have offered a small window into the potential of such an approach. World class leaders such as Gregg Popovich of the San Antonio Spurs, British & Irish Lions Head Coach Warren Gatland and Richmond Tigers supremo Damian Hardwick have offered an insight into the possibilities within coaching when your starting point in a relationship with a player or a group of individuals is their strengths and what they can do, not what they can’t.
Delving deeper, October’s National Rugby League Grand Final in Australia between perennial powerhouse Melbourne Storm and 2020’s highfliers the Penrith Panthers highlighted the potential for strengths-based thinking.
The modern coach is no doubt used to the pre-game interview, they are part and parcel of the territory and give the avid viewer a sneak peek into mindset and the thrill of the occasion. It was interesting to listen to master coach Craig Bellamy of the Melbourne Storm that weekend when 20 minutes prior to kick off he was asked ‘what will your final message to your team be?’. With the watching millions no doubt expecting a small insight into a rousing Churchillian speech, it was interesting to watch the multi-championship winning coach answer simply and clearly that he would remind his team of who they are representing, what they do well and what got them there.
Now just consider that for a second, what they do well and what got them there. It might only seem small, but when you consider the narrative in performance sport in the main is about negating the opposition or working out how to solve problems you start to become intrigued about the differences between a strengths-based approach or a deficit finding lens.
Strengths-based coaching or thinking is clearly not a new thing, however what this article and lifts the lid on is the subject of strengths-based change through the medium of coach learning.
It is a topic covered in even greater detail with my colleagues Kevin Morgan and Kerry Harris in our research paper titled Adopting an Appreciative Inquiry Approach to Propose Change within a National Talent Development System, which was published in September.
Performance leaders are acutely aware that coaches play a vital role in the change process within any organisation. Now this alone might jump out as an interesting point when you consider change. The old adage ‘the only constant is change’ may resonate, as time and time again leaders in any aspect of performance sport seek to find a way to enhance performance, but they must do it in a way that engages and collaborates with their people.
Appreciative inquiry leverages on the strengths of individuals, organisations and cultures to drive and sustain change with an ultimate aim of enhanced performance
Change and people development has traditionally been approached as a top down ‘leader knows best’ scenario that leads to mixed results and ironically sometimes leads to even more change. What this article investigates is the potential for strengths-based change within performance sport, through the process of appreciative inquiry. Appreciative inquiry is an unashamedly positive change process borne out of the work of David Cooperrider, who sought to seek an alternative approach to the traditional ideas of change management.
Appreciative inquiry leverages on the strengths of individuals, organisations and cultures to drive and sustain change with an ultimate aim of enhanced performance. When you consider this in relation to performance sport, it paints quite a compelling picture for organisations that are constantly looking to improve to stay ahead of their competition whilst working in a collaborative manner. Why is this any different to traditional change you may ask? Well, it has been suggested that society has many years of experience in problem solving and have gotten very good at it. On the flipside though, we have very little experience in looking for what works and finding new and innovative ways of doing more of the same.
What our recent research paper uncovers is that the power of positivity within appreciative inquiry could play an integral role in designing change interventions within sport. Working with 12 talent coaches, we sought to discover what they do well and what gives vitality to the group through a series of personal and collaborative tasks. Why do they coach, why here, and what gives them the most satisfaction as a group? This built into an investigation of strengths, what they do well, and what gives them pride.
Interestingly, by allowing them to start from a position of strength it encouraged the participants to be more open to change as well as the identification of areas for personal development. Positive thoughts and positive thinking led to critical dialogue that fostered collaboration. An important element of appreciative inquiry then asks the group to imagine a preferred ‘vision of the future’ or simply put, what would great look like for you? Asking participants to articulate and share this vision drove creativity and engagement, as the group were eager to share.
Finally, with a vision laid out the group designed a route map to get there. Leveraging their strengths, the coaches identified areas of practice that they could tangibly develop in a quest to achieve the identified goal. This process highlighted the capacity within strengths-based change for innovation and collaboration as coaches worked together to build a framework for development.
The positivity principle that lives at the core of the process is something that cannot be ignored. It led to a heightened state of collaboration amongst the coaches which is often seen as utopia in performance sport both on and off the pitch. Australian coaching legend Ric Charlesworth highlighted this in his book World’s Best when he shared that as a team ethos starts to become embedded within any culture it becomes infectious and redoubles itself when evident and drives team members on to ‘do more’. The results highlighted that the positivity within the process allowed the coaches to collaborate and uncover new ways of working, or quite simply, achieve the holy grail of ownership and buy in to the change process.
This process highlighted the capacity within strengths-based change for innovation and collaboration as coaches worked together to build a framework for development.
Now anyone that is responsible for people development or learning within their organisation would know that things are never that straightforward. Learning and specifically coach learning remains a complex endeavour as organisations seek methods that make it a meaningful and worthwhile process for the coach. Results here showed that this scenario was no different, with coaches getting lost in rhetoric and semantics within parts.
What appreciative inquiry and a strengths-based approach did show though, was that a positive lens within the process encouraged participants to ‘break through’ stumbling blocks that stalled the progression and identification of areas to concentrate efforts on. This positive lens asked the group to imagine ‘what next?’ and encouraged the design of a ‘route map’ for change.
More and more in high performing organisations we are seeking the next advantage or area of innovation. Could that answer lie internally, within our people? The final point to consider relates directly to strengths-based change, as we will all go through or lead a change process as some point within sport. Have you considered where your strengths may lie? Are you an expert who will lead from the front and struggle to capture learning or innovation? Or is there a way where we can collaborate with our people and innovate and learn along the way? Perhaps starting with a positive focus will encourage this.
Dan Clements is the Performance Coach Manager at Welsh Rugby Union.
Click here for access to Adopting an Appreciative Inquiry Approach to Propose Change within a National Talent Development System by Dan Clements, Kevin Morgan and Kerry Harris.