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Coaching (7)

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Hassan Ali
Hassan Ali

The document discusses coaching objectives and best practices. It aims to identify coaching skills and improvement opportunities, explain the importance of coaching, compare different coaching types, and summarize coaching steps. Coaching is an interactive process that helps people improve, learn, or enhance performance. It is important for keeping customers happy, delivering quality work, managing change, retaining talent, and fostering teamwork and top performance. Effective coaching involves praising strengths, identifying root causes, setting goals, agreeing on plans, and follow up. Behavioral and skills coaching differ, and best practices include knowing learning styles, preparing, having two-way conversations, addressing actions not people, using positive language, and being specific without blaming or assuming.

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Coaching
Objectives Identify your current coaching skills and explore improvement opportunities Explain coaching and how is it way important than ever Compare between different types of coaching Execute roleplays on real coaching scenarios Summarize some best practice steps to coach
Activity
Coaching is an interactive process that helps the other person improve, learn something new or take individual performance to the next level.
Why coaching is important? -Keeping customers happy -Delivering high quality product and services -Managing continuous change -Retaining top talent -Working in collaborative networked organizations Teamwork -Achieving top-notch performance
A good coach will make the players see what they can be rather than what they are. Ara Parseghian
Activity
Adult learning Vs. Child learning
Coaching Steps 1. Use opening (Icebreaking) 2. Praise 3. Check the agent awareness 4. Use the root cause (ask why, and let the agent speak) 5. Get the agent to set a SMART target of his own 6. Agree on a plan (Supervisor should be part of the plan) 7. Praise (Motivation) 8. Follow Up
Activity
Behavioral Vs. Skills Coaching
Activity
Do 1. Know the learning style 2. Prepare 3. A 2-way conversation 4. Address actions not person 5. Use positive language 6. Use We Not You 7. Be specific Dont 1. Blame 2. Assume 3. Lecture 4. Coach in public
Thank You

More Related Content

Coaching (7)

  • 2. Objectives Identify your current coaching skills and explore improvement opportunities Explain coaching and how is it way important than ever Compare between different types of coaching Execute roleplays on real coaching scenarios Summarize some best practice steps to coach
  • 4. Coaching is an interactive process that helps the other person improve, learn something new or take individual performance to the next level.
  • 5. Why coaching is important? -Keeping customers happy -Delivering high quality product and services -Managing continuous change -Retaining top talent -Working in collaborative networked organizations Teamwork -Achieving top-notch performance
  • 6. A good coach will make the players see what they can be rather than what they are. Ara Parseghian
  • 8. Adult learning Vs. Child learning
  • 9. Coaching Steps 1. Use opening (Icebreaking) 2. Praise 3. Check the agent awareness 4. Use the root cause (ask why, and let the agent speak) 5. Get the agent to set a SMART target of his own 6. Agree on a plan (Supervisor should be part of the plan) 7. Praise (Motivation) 8. Follow Up
  • 13. Do 1. Know the learning style 2. Prepare 3. A 2-way conversation 4. Address actions not person 5. Use positive language 6. Use We Not You 7. Be specific Dont 1. Blame 2. Assume 3. Lecture 4. Coach in public

Editor's Notes

  1. Coaching beyond KPIs
  2. Learning Styles