Mod 5 coaching skills nt_lb_6_2-_14
-
Upload
lbrook -
Category
Leadership & Management
-
view
137 -
download
2
description
Transcript of Mod 5 coaching skills nt_lb_6_2-_14
Coaching SkillsCoaching Skills
Coaching Skills Include –
ListeningBody Language
Questions
Listening
Just how good are you at listening?
Listening
On the average, people are only about 25% effective as listeners
Listen for:
• What is behind the words.
• What is the other person’s point of view
• All the things that might be in a person’s life or from the context of his/her life that might “shape” meaning
Listening
v1.4
Listening Skills
Rules for listening:
• Use body language to show interest• Avoid distractions• Don’t interrupt• Listen with empathy and openness• Use active listening techniques
Listen Question Reflect and paraphrase
Components of PowerfulListening
• Set your own agenda aside.
• Say what you heard to verify.
• Avoid making quick assumptions.
• Avoid deciding what you will say in response while the individual is still talking.
Listening Through Filters
Coaching Tip
Our knowledge, experience andintention “filters” what we hearand “influences” what we say
Are you really listening
…or are you just waitingfor your turn to talk?
Listening
“ Everyone wasn’t raised at your house”
Listening
Body Language
When Coaching
1. Scan their faces and eyes
2. Look at their body3. Examine what they are wearing4. Listen to their tone of voice5. Bow, kiss or shake hands6. Listen to their words
Questioning
Questioning
“The average four year old asks three hundred
questions a day. The average college graduate asks
twenty.”
Larry Wilson, AON Consulting
Questions are a powerful yet simple means to achieve a great deal:
• Find specific or necessary information
• Establish strong relationships
Questioning
v1.4
How Does This Sound?
It doesn't seem like you have a good understanding of the new products?
Why did you approach the customer that way?
How do you know your plan will work?
Are you sure that’s the right decision in this situation?
_________________________________________________________
_________________________________________________________
________________________________________________________
_________________________________________________________
Have you tried to different means of negotiation with this customer?
_________________________________________________________
Exercise - Group
Questioning
Types of questions
1. Open ended vs. closed2. General vs. specific3. Multiple-choice4. Leading5. Indirect
Examples
• What is the most helpful thing you can do in your account right now?
• What would it take to help you get this done?
• What do you need from me to make this happen?
• What are the likely outcomes of your proposal?
Summary
1. Body language represents 55% of the communication process.
2. Read body language clues in clusters and in context, then interpret.
3. Watch for cultural differences.
4. Watch out for the desire to ask leading questions.