Coaching Skills

Developing People Through Better Feedback

Hanno Jarvet

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Agenda

1.  What is Coaching? 2.  Coaching and Feedback 3.  Coaching negative, unmotivated and

“problem” employees 4.  Coaching and Developing employees 5.  Practice

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Expected results After the session the participants are better able to: • Manage their employees differently based on their individual

personalities, level of work experience and confidence. • Increase retention through improved communication and

feedback with individual employees. •  Achieve better results in their team through improved coaching

and feedback skills.

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COACHING 101 POP QUIZ 1. What happens when an employee's undesirable behavior isn't

addressed? a. It continues. b. It continues. c. It continues.

2. What happens when an employee's desirable behavior isn't noticed and praised?

a. It continues for a while. b. It stops. c. The employee is self-motivated enough to continue the behavior whether or

not you give positive feedback.

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Theory of Competence

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Seven Famous Excuses for Not Coaching Employees

1.  l Don't Know How to Give Feedback. 2.  I Don't Have Time to Give Feedback. 3.  Feedback Does not Work. 4.  Employees Aren't Receptive to Feedback. 5.  Don't Want to Be Negative. 6.  l Don't Know What I Should Coach Them On. 7.  l Trust Them to Manage Themselves.

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Benefits of Coaching to the Team Leader

•  Get Things Done Faster and overcome challenges

•  Get More Visibility •  Get More Respect •  Get More Time •  Get More Job Satisfaction •  Reduce your Stress •  Become known as the developer of people

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Benefits to the Organization

•  Increase retention rate •  Improve problem solving •  Increase the quality of work •  Empower employees •  Diffuse conflict

COACHING AND FEEDBACK (TACTICAL)

Situational Leadership Paul Hersey, Ken Blanchard

Situational Leadership Steps in Situational Leadership

1. Make an overview per employee of his/her tasks 2. Assess the employee on each task (D1…D4) 3. Decide on the leadership (management) style per task

(S1…S4) 4. Discuss the situation with the employee 5. Make a joint plan 6. Follow-up, check and correct

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7 Fundamentals of Feedback

1. Be specific 2.  Focus on performance, not personality 3.  Focus on behavior that can be changed 4. Keep it simple - and sincere 5. Give feedback as soon as possible 6. Pay attention to your body language 7. Avoid the ambush approach

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How to Praise – “BET” B - Behavior •  Tell the employee what, specifically, he or she is doing that is valuable.

This identifies the desirable behavior so that the employee can continue it.

E - Effect •  Tell the employee how that behavior made a positive contribution to the

outcome of the call, the company's bottom line, or anything else. This step explains to the employee why that specific behavior is so valuable.

T - Thanks •  Thank the employee for his or her contribution. There are lots of ways to do

this: the important thing is to show your appreciation and to encourage the employee to keep up the good work.

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How to Correct – “BEES” B - Behavior •  Point out the behavior that you want to correct. Remember to be specific.

E - Effect •  Explain what effect that behavior had on the customer, the outcome of the

call, the company's goals, and so on.

E - Expectation •  Tell the employee what you expect him or her to do differently. (This is

where your preparation comes into play.) Be sure to keep your expectations realistic.

S - Secure Commitment •  Secure a commitment from the employee to try what you've asked. This

step is essential because it's where you get the employee to verbally commit to what you're asking him or her to do.

COACHING NEGATIVE, UNMOTIVATED AND “PROBLEM” EMPLOYEES

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Ten Tips for Communicating

with Problem Employees 1. Deal with the issue right away

2.  Discuss the issue privately 3.  Stay calm and poised 4.  Allow the employee to vent 5.  Empathize 6.  Focus on the issue, not the person 7.  Find common ground 8.  Point out alternative ways (or the employee to express him- or

herself) 9.  Always give the employee an “out” 10. Focus on a solution

Two – Way Coaching Troubleshooting

1.  Describe the behavior 2.  Explain the effect of the behavior 3.  Ask for an explanation 4.  Suggest/solicit solutions and show support 5.  Develop an action plan for correcting the behavior

Negotiating 1.  State both sides of the issue 2.  Ask for suggestions 3.  Accept solutions or offer alternatives 4.  Reach agreement

Warning 1.  State the issue 2.  Ask for anexplanation 3.  Describe the consequences of noncompliance 4.  Secure commitment

COACHING AND DEVELOPMENT (STRATEGIC)

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The ‘GROW’ Model

GOAL What do you really want? REALITY What is happening? OPTIONS What could you do? WAY FORWARD What will you do

now?

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The Process ...

Start with the end in mind.

Preferred Future + Reason Agreed result

GOALS

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Listen and Uncover

They give specific examples of where they are now Uncover the facts What’s the cause How do they feel– uncover assumptions/beliefs

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Options

Explore ideas & options

• Brainstorm ideas together

• Invite suggestions, only then offer ideas • Think out of the box

• Discuss the choice(s).

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Way Forward

Agree on Action Plan

Help them make a choice Help them commit to the Action Explore any obstacles

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Coaching Session

1 employee with an issue 2 coaches 2 observers

Pick an issue Coaches take turns

Observers take notes and give feedback Rotate

“Big Five” Personality Traits

Openness –  (inventive / curious vs. consistent / cautious). Appreciation for art, emotion,

adventure, unusual ideas, curiosity, and variety of experience.

Conscientiousness –  (efficient / organized vs. easy-going / careless). A tendency to show self-

discipline, act dutifully, and aim for achievement; planned rather than spontaneous behavior.

Extraversion –  (outgoing / energetic vs. shy / reserved). Energy, positive emotions, surgency,

and the tendency to seek stimulation in the company of others.

Agreeableness –  (friendly / compassionate vs. cold / unkind). A tendency to be compassionate

and cooperative rather than suspicious and antagonistic towards others.

Neuroticism –  (sensitive / nervous vs. secure / confident). A tendency to experience

unpleasant emotions easily, such as anger, anxiety, depression, or vulnerability.

http://en.wikipedia.org/wiki/Big_Five_personality_traits

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1.  Find a partner and… Tell him/her about one of your PROBLEMS

Partner… Will listen until you’re finished Gives his/her recommendation

2.  Thank your partner, don’t criticize, don’t argue

3.  Listen to his/her problem, give advice of your own

4.  Find a new partner and repeat the process

Source: Marshall Goldsmith (the “Godfather” of Coaching)

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Three themes that come up in old people looking back

Personal: 1. Be happy now 2. Friends and family (are most important) 3. Go for your dream

Business advice: 1. Have fun (life is short) 2. People (take the time to help people) 3. Go for it. (at least I tried)

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A Remedial Change Model

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Achieving a State of Flow