Coaching & Counseling

Maximizing Opportunities

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Course OutlineWhat Is Coaching

Knowing When To Coach

Steps In The Coaching Process

Providing Constructive Feedback

Coaching Vs. Counseling

Wrap Up / Application Planning

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Course Objectives

Demonstrate the skills needed to coach and counsel your employees

Develop methods to prepare for the coaching session

Determine what it takes to be an effective coach

Understand the difference between coaching and counseling employees

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Why Do I Need To Coach?People Usually Do Not

Get Better On Their Own

They Must Have Someone Or Something To Help Them Measure Improvement.

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What Is Coaching?

In Your Table Groups, Brainstorm What

Coaching Means To You.

Be Prepared To Report Out To The Class.

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What Is Coaching? Coaching transfers the knowledge

and skills to improve employee performance

Coaching is all about encouraging, correcting & challenging your team

Coaching is noticing how your team is performing and telling them

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My Best CoachThink About That Person

Who Was A Great Coach To You

What Impact Did They Have On You?

What Did They Do That Helped You?

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If We Asked Your Employees The Same

Question…

Would They Feel The Same About You?

The Best Coach

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Successful Coaching Requires A Foundation Of

Trust Mutual Respect Positive Focus Accountability Relationships

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Coaching Continuum

Coaching Poor Performance

Coaching Good Performance

BelowExpectations

ExceedingExpectations

AcceptablePerformance

X

CorrectiveCorrective DevelopmentalDevelopmental

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Coaching & Counseling

As You Watch The Video, Take Note Of The Different Ways And Different Times When You Need To Coach

Take Note Of The Seven Steps Included In The Coaching

Process

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Steps In Coaching1. Determine Existing Skills

2. Establish Goals & Objectives

3. Inspire Confidence

4. Explain The Process & Demonstrate

5. Observe The Employee At Work

6. Evaluate Learning & Provide Feedback

7. Follow Up & Make Adjustments

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Steps In Coaching1. Determine Existing Skills

This Allows You To Gauge The Employee’s Skill Set

It Will Help You Determine Your Focus On Areas Of Development

1. Determine Existing Skills2. Establish Goals & Objectives3. Inspire Confidence4. Explain The Process & Demonstrate5. Observe The Employee At Work6. Evaluate Learning & Provide Feedback7. Follow Up & Make Adjustments

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Determining Existing Skills

Complete The Template For Identifying Developmental

Needs Page #8Current Skill /

KnowledgeDeveloping Skill /

KnowledgeCoaching

OpportunitiesFormal Training

Needs

What do they know or are able to do today?

What do they need, want or desire to be

able to do?

What coaching or mentoring will they

need from you?

What specific training needs will you need to

provide?

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Steps In Coaching2. Establish Goals & Objectives

Objectives Or Goals Must Be SMART Goals Must Be Actionable Goals Must Be Mutually Agreed

Upon

1. Determine Existing Skills2. Establish Goals & Objectives3. Inspire Confidence4. Explain The Process & Demonstrate5. Observe The Employee At Work6. Evaluate Learning & Provide Feedback7. Follow Up & Make Adjustments

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SMART GoalsSpecific: Be sure to focus on specific issues, behaviors or

actions. Seek Clarity!

Measurable: Put a measurement system in place. If you can’t measure something, you can’t manage it

Achievable: Be sure to set a goal that you know is attainable and achievable

Relevant: The goal must be relevant to their job or to the organization’s success

Timebound: There must be a timeline associated with goals in order to follow up and coach

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Goals & Objectives

Using The Opportunity We Stated For One Of Your Employees

Complete The Template On Page #10

This Should Help You Plan & Organize Your Individual Coaching

Session.

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Time For A Break

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Steps In Coaching3. Inspire Confidence

Convey Your Positive Intent Let The Employee Know Your

Confidence In Them Listen To Their Concerns

1. Determine Existing Skills2. Establish Goals & Objectives3. Inspire Confidence4. Explain The Process & Demonstrate5. Observe The Employee At Work6. Evaluate Learning & Provide Feedback7. Follow Up & Make Adjustments

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Coaching Through Listening

Actively engage in the conversation Maintain eye contact Watch your body language Communicate your comprehension

Nods, Uh-huhs, Questions, Paraphrasing

Listen…Don’t just hear!

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Listening Skills PracticeTake Turns Communicating

The Scenario On Page#11

How will you communicate to convey positive intent

What suggestions on paraphrasing to provide constructive feedback

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Steps In Coaching4. Explain The Process &

Demonstrate Take Your Time To Clearly Explain Give Employees The Big Picture Explain The “Why” And The “How” Answer Questions Directly &

Honestly1. Determine Existing Skills2. Establish Goals & Objectives3. Inspire Confidence4. Explain The Process &

Demonstrate5. Observe The Employee At Work6. Evaluate Learning & Provide Feedback7. Follow Up & Make Adjustments

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Training Method

Tell, Show, Do, Review

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Training Method

Tell Define The Task Explain Each Step Explain The Purpose

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Training Method

Show Demonstrate Each Step Emphasis Key Points Discuss Difficult Steps Involve The Person

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Training Method

Do Have The Person Do Each Step The Person Explains Each Step Coach And Redirect As Needed

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Training Method

Review Review The Steps Use Self Appraisal Emphasize Key Points Coach And Redirect As Needed

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Instructional Activity

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Steps In Coaching5. Observe The Employee At Work

Observation Is The Key To Coaching It Allows You To Gauge

Understanding It Provides A “Hands On” Approach Your Role Is To Remove Obstacles

1. Determine Existing Skills2. Establish Goals & Objectives3. Inspire Confidence4. Explain The Process & Demonstrate5. Observe The Employee At Work6. Evaluate Learning & Provide Feedback7. Follow Up & Make Adjustments

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Observing PerformanceSuggested Techniques

Convey Your Positive Intent

Tag-Along For Part Of The Day

Conduct Skip-Level Meetings

Conduct Spot-Checks

Provide Immediate Feedback

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Steps In Coaching6. Evaluate Learning Provide

Feedback Feed Employees The Positive Accentuate What They Did Right Gently Provide Areas Of

Improvement Provide Specific Examples

1. Determine Existing Skills2. Establish Goals & Objectives3. Inspire Confidence4. Explain The Process & Demonstrate5. Observe The Employee At Work6. Evaluate Learning & Provide

Feedback7. Follow Up & Make Adjustments

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Performance FeedbackWhat Is The Most Frequent Type

Of Feedback Received By An Employee?

•Positive

•Negative

•No Feedback

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Performance FeedbackPackaging Feedback Using Questioning How Did It Go?

This helps the employee use self-evaluation What Went Well?

This begins the positive conversation What Would You Do Differently?

Allows the employee to offer suggestions If I Could Change Something…

Now the employee is open to counseling

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Performance FeedbackPackage Positive & Negative Feedback Give Specific Examples

This helps clarify the issue Describe The Behavior, Not The Person

Gives a more accurate description Don’t Exaggerate

Avoid never, always, be specific Don’t Speak For Others

Can feel as though you are ganging up

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Performance Feedback

Refer To Page #19Re-Write The Feedback Statements Using The

Guidelines

Providing Performance Providing Performance FeedbackFeedback

Refer To Page #19Re-Write The Feedback Statements Using The

Guidelines

Providing Performance Providing Performance FeedbackFeedback

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Steps In Coaching7. Follow Up & Make Adjustments

Schedule A Time For Follow Up Provide Realistic Feedback Make Adjustments If Needed Be Specific With Developmental

Needs1. Determine Existing Skills2. Establish Goals & Objectives3. Inspire Confidence4. Explain The Process & Demonstrate5. Observe The Employee At Work6. Evaluate Learning & Provide Feedback7. Follow Up & Make Adjustments

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Coaching Vs. Counseling Coaching Is About Performance

Setting Clear Expectations Directing The Development Of Employees Mentoring And Reinforcing Performance

Counseling Is About Expectations Determining Obstacles Impeding

Performance Minimize The Barriers To Acceptable

Standards Providing Clear Expectations Or Training

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Setting The Stage Time:

Right time, right atmosphere Location:

Private, quiet, free from interruptions Invitation:

Advance notice with ample time to plan Purpose:

Agenda, Objectives, keeps you on track

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Coaching Poor Performance

Select A Coach And An Employee From Your Group To

Role-Play The Scenarios On Page #23, #24, #25

Debrief The Role-Play And Then Reverse Roles

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Steps In Coaching1. Determine Existing Skills

2. Establish Goals & Objectives

3. Inspire Confidence

4. Explain The Process & Demonstrate

5. Observe The Employee At Work

6. Evaluate Learning & Provide Feedback

7. Follow Up & Make Adjustments

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Application Planning

Now That You Have All This Information…

How Will You Be A Great Coach?

Complete The Application Planning Section On Page

#26

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What Questions

Do You Have ?