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How can you deliver effective remote coaching or mentoring?

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Coaching and mentoring are essential skills for supervisors who want to develop their teams and foster a culture of learning and feedback. However, delivering effective coaching or mentoring remotely can pose some challenges, such as communication barriers, lack of trust, and reduced visibility. In this article, you will learn some tips and strategies to overcome these challenges and provide remote coaching or mentoring that is meaningful, engaging, and impactful.

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Bob Wiens

Writing and telling stories about my life as a tradesman on the road ! It’s my intent to use collages to help…
Khristine Dyanne San Joaquin

Owner and CEO of Dygital Dynamic Call Center Services Human Resources Staffing Expert

1 Establish clear goals and expectations

Before you start a remote coaching or mentoring session, you need to have a clear understanding of the goals and expectations of both parties. What are the specific outcomes or skills that you want to achieve or improve? How will you measure and track progress? How often and how long will you meet? What are the roles and responsibilities of each person? Having a clear and mutual agreement on these aspects will help you avoid confusion, frustration, and misalignment.

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2 Choose the right tools and methods

Remote coaching or mentoring requires the use of various tools and methods to facilitate communication, collaboration, and feedback. You need to choose the tools and methods that suit your goals, preferences, and context. For example, you may use video calls, phone calls, chat apps, email, or a combination of these to communicate with your coachee or mentee. You may also use online platforms, documents, or portfolios to share resources, assignments, or feedback. Whatever tools and methods you use, make sure they are reliable, accessible, and secure.

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3 Build rapport and trust

One of the biggest challenges of remote coaching or mentoring is building rapport and trust with your coachee or mentee. Rapport and trust are essential for creating a safe and supportive environment where both parties can share openly, honestly, and constructively. To build rapport and trust, you need to show genuine interest, empathy, and respect for your coachee or mentee. You also need to communicate frequently, consistently, and transparently. Moreover, you need to demonstrate credibility, reliability, and integrity in your actions and words.

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Bob Wiens

Writing and telling stories about my life as a tradesman on the road ! It’s my intent to use collages to help individuals better understand themselves.
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I believe mentoring is a two way relationship ! I may have experience in one area but need guidance in areas a younger person may have. AI is very interesting and I appreciate help in understanding how it will affect the future.

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4 Use active listening and questioning skills

Active listening and questioning skills are vital for remote coaching or mentoring, as they help you understand your coachee's or mentee's needs, challenges, and perspectives. Active listening means paying attention, reflecting, summarizing, and clarifying what your coachee or mentee says. Questioning means asking open-ended, probing, and clarifying questions that elicit deeper insights, solutions, and actions from your coachee or mentee. By using active listening and questioning skills, you can facilitate learning, discovery, and growth for your coachee or mentee.

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5 Provide constructive and timely feedback

Feedback is a key component of remote coaching or mentoring, as it helps your coachee or mentee improve their performance, skills, and confidence. However, feedback can also be challenging to deliver and receive remotely, as it may lack context, tone, or body language cues. Therefore, you need to provide feedback that is constructive, timely, and specific. Constructive feedback means focusing on the strengths, areas of improvement, and suggestions for action, rather than on the flaws, faults, or criticisms. Timely feedback means giving feedback as soon as possible after an observation, task, or milestone, rather than waiting for a formal review or evaluation. Specific feedback means providing examples, evidence, or data to support your feedback, rather than making vague or general statements.

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Khristine Dyanne San Joaquin

Owner and CEO of Dygital Dynamic Call Center Services Human Resources Staffing Expert
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Working from home environment is convenient yet tough for leaders as they need to always make sure agents are given proper feedback. Have a Start of Day Huddle - Give their end of day scores on their previous shift - Set expectations on what metric they need to focus on within the shift, do some skill transfer by showing examples on how to do things even better -Show their running scores at least in a 2 hour interval. Appreciate and Motivate. End of Day Huddle - Appreciate their perfect efforts for the day do a sandwich approach good-what to do better-good Coaching and feedback is very essential to agents success.

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6 Review and celebrate progress

The final tip for delivering effective remote coaching or mentoring is to review and celebrate progress regularly. Reviewing progress means assessing how well your coachee or mentee has achieved their goals, met their expectations, and applied their learning. Celebrating progress means acknowledging, appreciating, and rewarding your coachee's or mentee's efforts, achievements, and improvements. By reviewing and celebrating progress, you can reinforce positive behaviors, motivate continued learning, and strengthen your relationship.

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Khristine Dyanne San Joaquin

Owner and CEO of Dygital Dynamic Call Center Services Human Resources Staffing Expert
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In my experience celebrating progress is very important whether it is a small progress or big one. Agents feel appreciated and motivated on their efforts if we show them that we appreciate and can see their efforts in making sure their scores and performance. If your people are motivated and happy they will perform in a way you want them to do things for their work.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you deliver effective remote coaching or mentoring?

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1 Establish clear goals and expectations

2 Choose the right tools and methods

3 Build rapport and trust

4 Use active listening and questioning skills

5 Provide constructive and timely feedback

6 Review and celebrate progress

7 Here’s what else to consider

Supervisory Skills

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How can you deliver effective remote coaching or mentoring?

1

2

3

4

5

6

7

1 Establish clear goals and expectations

2 Choose the right tools and methods

3 Build rapport and trust

4 Use active listening and questioning skills

5 Provide constructive and timely feedback

6 Review and celebrate progress

7 Here’s what else to consider

Supervisory Skills

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