Steps of the Coaching Tool
What is the first step in the coaching tool?
Identify - Clearly identify the issue
What is feedback?
information about observed behavior and its impact on others and/or results
You and your teammate are discussing an issue you are having at work. You have been through a similar issue in the past, and decide to give your coworker advice on how to handle the situation. What type of coaching is this?
Peer-to-peer coaching
Name one of the six coaching advice steps.
1. Be specific
2. Ask for input
3. Listen to understand
4. Be sincere
5. Give examples
6. Positive real-time reinforcement
You and Becky have worked together for years. The past couple months Becky has been extremely hostile, and is intimidating other coworkers. How would you initiate conversation with Becky to address her behavior?
Many options here:
1. Start a private conversation with Becky, and ask her if everything is okay.
2. Use real-time reinforcement, and address Becky after you see this behavior.
3. If you don't feel comfortable addressing her, loop in a supervisor.
What is the second step in the coaching tool?
Explain - Briefly explain the situation
What is coaching?
advice, suggestions, and support for the future to make the most of the feedback received so optimum results can be obtained.
You and your manager are discussing a customer call you had earlier in the day, where your customer was unhappy. Your manager provides feedback on how you could better handle the situation in the future. What type of coaching is this?
Coaching down
Is it appropriate to ask for third party input in coaching situations?
Yes, in complex coaching situations, it may be necessary to ask for a third-party input to get a complete understanding of how to coach through the situation.
You have an account manager who is giving you a new project, but has not provided any details on the project requirements. How would you address them?
1. Loop in PM to have a conversation with the account manager on the proper steps needed for new projects.
2. Set up a meeting with the account manager, and ask them what the expectations are for this project.
What is the third step in the coaching tool?
Discuss - Discuss what both of you think the next step should be
What is real-time reinforcement?
Providing feedback in the moment.
Your team has been very busy the past couple months, with a lot of ongoing issues. Your manager has been very hands-off and you have received little to no guidance or help, and are starting to feel ignored. You decide to reach out and ask your manager if they could provide you more feedback and guidance during this time. What type of coaching is this?
Coaching up
When coaching, what should you ask the other person before giving your own advice/perspective?
You should ask for the other person's input first.
•How do you think that call went?
•What do you think the real issue is?
•How do you feel about your progress?
•If you could replay the situation, what would you do differently?
•What is our ultimate goal in this situation?
•How can I help you with this situation?
•What are our options moving forward?
You have an employee who is a great at her job, but is missing key skills needed to provide customer satisfaction. (Ex: updating dates, order statusing, etc.). How do you address the employee without making them feel demotivated?
1.Ask the employee their process for updating dates/statusing/orders/etc. before giving input on how they should be doing it.
2. Use specific examples to coach on how they could be improved.
3. Make sure to highlight the employees positive behaviors, not just the "negative" ones.
What is the fourth step in the coaching tool?
Agree - Agree on next steps, timeline, and consequences
What does "being sincere" mean?
genuine concern for the person’s well-being
What type of coach loses control of the conversation, avoids or softens conflict, and uses sarcasm to deliver feedback?
"Pushover" or enabler
What are some ways to reduce defensiveness in a coaching conversation?
•Say it in private
•Speak as Adult to Adult
•Explain the “Why”
•Offer Support
•Avoid Blame
•Listen to Understand
•Focus on Changeable Behavior
•Use Good Timing
BONUS
400 POINTS TO GLEN COCO
What is the fifth step in the coaching tool?
Execute - Act and execute the plan
What is a "great" coach?
Someone who knows their people, and creates an environment that allows individuals to thrive.
What type of coach monopolizes the conversation, and has to win conflicts?
"Ruthless" or intimidating
What four things are needed when listening to understand?
Listen - without interrupting
Restate - in your own word's what you think the other's key message is before rebutting.
Acknowledge - feelings you hear behind the speakers message.
Clarity - to ensure you're getting the right message.
You and a coworker absolutely cannot agree on how to move forward on an issue. You both feel like you are listening to the other, but cannot reach an agreement. How do you resolve this issue?
Examples:
1. Involve a supervisor or get a third party's perspective on the issue.
2. Find a common ground, something you both can agree on.
3. Take a step back and evaluate your own behavior, and regroup once the tensions have lowered.