Course description
This course provides supervisors with essential coaching skills for addressing performance and conduct problems and developing employee skills. Supervisors will learn two processes, one for dealing with performance or conduct situations and another for coaching employees to develop new skills and competencies.
Upcoming start dates
Training content
Course Outline
- What is coaching? What do effective coaches do?
• The job of the supervisor
* Plan, organize, and control work
* Best Coach/Worst Coach – What makes an effective coach?
• The importance of positive feedback and active listening in coaching - Coaching for Performance and Conduct Improvement
* Use STAR to Improve Performance Problems - State what you’ve observed
- Tell the employee of the standard/goal/requirement
- Agree on a plan to close the gap:
* One-on-one coaching
* Pairing with a more experienced employee
* Training
* Job aids - Review the solution/Restate your support
* Use STAR to Address Conduct Problems - State what you’ve observed
- Tell the employee of the standard/goal/requirement
- Ask the employee what s/he can do to bring conduct up to the standard
- Review the solution/Restate your support
- Practice/Activity: Improving Performance and Conduct Scenarios
- Coaching for Development
- The Process/Coaching Skills
- Connect/Build rapport
- Observe and analyze
- Ask questions
- Communicate your observations
- Help the person develop new skills
3 Key Questions
1. Where do you want to be?
* Brainstorm.
* Generate a detailed mental picture.
2. Where are you now?
* What skills do you need to acquire?
* What talents do you need to develop?
* What resources do you need to access?
3. How do you get from here to there?
* Complete your Individual Development Plan (IDP).
* Write specific objectives. Take action.
- Coaching Communication
Helpful/Harmful Communication Styles/Developing Communication Style Flexibility - Coaching Practice – Scenarios [Three sample scenarios below]
1. You just observed Edgar make a presentation to senior management. Despite being a bit nervous, he did a great job. In fact, your supervisor told you that the material was well presented. As you and Edgar walk back to the office together, which skill (COACH) would you use and what would you say to Edgar?
2. Amanda is frustrated by a challenging work problem and asks to be taken off a project. As her supervisor, you know that Amanda gets impatient when a quick solution isn’t to be found. Which skill(s) would you use, and what would you say to Amanda?
3. You have a good relationship with Andrew, one of your staff members. You are meeting to discuss a change in job procedures that you anticipate he may not like, and there may be some resistance. In coaching him, which skill(s) would you use and what would you say to Andrew?
Costs
Inquire for costing.
Certification / Credits
High Performance Tools
• SMART Objectives – Activity: Write a SMART objective for a project you are currently working on. Write a SMART objective for an employee who reports to you.
• Performance Elements and Standards
• Conduct Standards – Activity: Is this Performance or Conduct?
• Feedback to improve performance and conduct – STAR
• Coaching – C.O.A.C.H.
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Velocity Knowledge
Velocity Knowledge is an Enterprise Education Provider made up of qualified educational professionals who have survived the budget cuts, lived through the training wars, adjusted to industry changes, and learned what it is that customers are looking for. Velocity Knowledge...