Session 2.4: Coaching, Feedback, and Delegation Skills

Module 2:Managing Human Resources

Leadership and Management Course for ZHRC Coordinators and HTI Principals, and ZHRC/HTI Management Teams

Learning Objectives

By the end of the session, participants will be able to:

Describe how coaching can help to develop staff capacity and problem-solving skills.

Demonstrate giving effective feedback to staff.

Delegate tasks to staff in a clear and effective fashion.

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A coach helps to…

Clarify tasks and desired outcomes See a range of possibilities and approaches Understand influence, impact, and responsibility See the consequences of actions

NB: Coaching is a leadership tool to support others to successfully address challenges and produce results.

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Effective Coaching

Build relationships of trust and support Care about the person being coached

• Focus on their growth. Support skill development, problem-solving Ask questions to clarify a goal or challenge Listen well. Do not:

• Give solutions• Judge and evaluate• Blame, Criticize

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Adapted from MSH, 2005.

Coaching Employees

You may not be able to use coaching techniques with every employee.

To be coached, a person has to:• Want to learn and change

• Be open to feedback from others

• Take responsibility for their own actions

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Adapted from MSH, 2005.

G-R-O-W-S Coaching Model

GoalWhat do you want to have happen? What would success look like?

RealityWhat is going on now? What factors favor success? What obstacles might be encountered?

Options

Given your goal and the current reality, what options could you try? What choices do you have? [Generate at least seven options!]

Will Which of the options will you pursue? When?

SupportWhat support or encouragement will help you implement your decision?

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Adapted from Whitmore, 1996

Activity: Coaching Practice

Work with a partner. Describe a challenging situation from your work

and personal life. (Think simple!) Your partner will practice using the GROWS

model to coach you. Each partner will take a turn as coach.

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What is feedback?

The transmission of evaluative or corrective information about an

action, event, or process. Merriam-Webster Dictionary

Information provided to a performer during or after an activity that enables the

performer to assess the success or failure of his or her performance. Feedback is regarded by many as the single most

important factor in the acquisition of skills.Sports Science & Medicine, Oxford Press

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Importance of Feedback

Helps to get results Motivates employees Improves skill Solves problems Fosters growth

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Activity: Feedback Experiences

Feedback is powerful. • Raise your hand if you have received feedback.

• Stand Up if you have received unhelpful feedback!

• Wave your hands in the air if you have received helpful feedback!

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Types of Feedback

1. Positive• Encouraging• Good feelings

2. Constructive• Focused on

problem-solving

3. Negative• Overly critical• Hurt feelings

4. Punitive• Blaming

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Positive vs. Negative Feedback

Negative comments outweigh positive

comments.

It takes 8 positive comments to undo

the damage of 1 negative comment.

1 Positive Comment

1 Positive Comment

1 Positive Comment

1 Positive Comment

1 Positive Comment

1 Positive Comment

1 Positive Comment

1 Positive Comment

1 Positive Comment

1 Negative Comment

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Giving Feedback: The ‘Sandwich’ Approach Provide balanced feedback.

• Use positive statements and constructive statements.

Use the “Feedback Sandwich”1.A positive observation

2.A constructive observation

3.Another positive observation &summary statement

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Giving Effective Feedback

Be specific• What did you like, specifically? Why did you like it?

Focus on behaviour/actions, not on the person• What is the impact of their behaviour?

Be sincere, honest, and gentle. Focus on solutions. Use respectful statements. Choose appropriate timing & location. Check for understanding. Be consistent

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Activity: Giving Feedback

Practice your skills at giving positive and constructive feedback with a partner. • Role Play 1: Tough Day,

K.M.?

• Role Play 2: Great Day, J.D.!

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What is delegation?

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To commit or to entrust to another.

- Free Dictionary Online

To entrust a task or responsibility to another person, typically one who is less senior.

- Oxford Dictionary

Why do we delegate work?

Manage workload Tap into talent Clarify responsibilities Help people grow Get the work done Meet deadlines

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I need you to do something. It’s a report on absences. Maybe a chart or spreadsheet or something would be good. Get on it right away. Thanks.

I need you to estimate the amount of time the average employee is absent from work due to sick leave, holidays, and vacation. We need this to plan workload for the coming year. I need it at the end of next week. Are you able to fit this in with your other work? What obstacles do you see in getting this done?

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Delegation Continuum (1)

Shows different levels of authority by manager and freedom for employee for an assignment.

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Source: www.businessballs.com

Delegation Continuum (2)

Levels of Delegation

1. Tell 5. Check, then Do

2. Research 6. Inform

3. Recommend 7. Empower

4. Consult

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Adapted from Tannenbaum & Schmidt, 1973.

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Activity: Delegation Worksheet

Tell the Employee:• Deliverable

• Deadline

• When to Check-In

• How much Authority Ask the Employee:

• Any Obstacles?

• Resources Needed?

• Other Priorities?

• Time Availability?

Practice completing the delegation worksheet.

Trade with a partner for feedback.

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Key Points

Coaching helps employees develop problem-solving skills.

Feedback is a powerful tool for supervisors to motivate staff, build employee capacity, and encourage high performance.

Effective feedback is specific, respectful, consistent, and solution-focused.

Effective delegation clearly communicates what is being requested, when it is needed by, and why.

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