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Last updated on 2024年5月21日

What skills do you need to mentor and coach as a WFM leader?

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As a workforce management (WFM) leader, you have a crucial role in developing and empowering your team members. You need to provide them with guidance, feedback, and support to help them achieve their goals and improve their performance. But how do you mentor and coach effectively as a WFM leader? What skills do you need to foster a positive and productive learning environment? In this article, we will explore some of the key skills that you need to mentor and coach as a WFM leader.

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Dan Smitley

WFM Expert | ICMI Top 25 | Speaker | Consultant
Umesh Vyas
Hermann (Teddy) Baer

M&A Advisor to Staffing Companies | Uncovering human capital investment opportunities | DACH focussed

1 Active listening

One of the most important skills for mentoring and coaching is active listening. Active listening means paying attention to what your team members are saying, showing interest and empathy, and asking open-ended questions to clarify and explore their thoughts and feelings. Active listening helps you to understand your team members' perspectives, needs, and challenges, and to build trust and rapport with them. It also helps you to identify their strengths, areas for improvement, and opportunities for growth.

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Nikkhiel Thankappan

Business Planning Director at Oracle | Driving Talent Strategy and Growth.
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As a WFM leader, it was a defining moment emphasizing the need for specific skills to guide and develop team members effectively. In my leadership journey, I've learned that mentorship requires a blend of communication, empathy, and expertise. Guidance to individuals needs collaborative learning environment is essential for nurturing talent and maximizing team potential. Effective mentorship in WFM demands active listening and adaptability. Understanding strengths and areas for growth enables targeted coaching. Also, being a continuous learner and staying updated on industry trends enhances leadership efficacy. Cultivating these skills can empower their teams and operational excellence.

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Jayendra Negi

Administration Manager
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I agree with the explanation but adding on to the above about the role of WFM Analyst involving crucial metrical information input, analysis and output making understanding the ask a key skill to deliver.

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2 Feedback and recognition

Another essential skill for mentoring and coaching is feedback and recognition. Feedback and recognition are the ways you communicate with your team members about their performance, progress, and achievements. Feedback and recognition should be timely, specific, constructive, and balanced. You should give feedback and recognition regularly, not only when there are problems or successes. You should also encourage your team members to give feedback and recognition to each other and to themselves. Feedback and recognition help your team members to know what they are doing well, what they need to work on, and how they can improve. They also help to motivate, appreciate, and celebrate your team members.

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Jayendra Negi

Administration Manager
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I agree with the above mentioned point this quite essential owing to the work demands and nature of an analyst profile. Also the positive impact an analyst can create when working with motivation

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3 Goal setting and action planning

A third skill for mentoring and coaching is goal setting and action planning. Goal setting and action planning are the processes of helping your team members to define and pursue their learning and development objectives. Goal setting and action planning should be collaborative, realistic, and measurable. You should help your team members to set SMART goals (specific, measurable, achievable, relevant, and time-bound) that align with their personal and professional aspirations, as well as the organizational vision and strategy. You should also help them to create action plans that outline the steps, resources, and support they need to achieve their goals. Goal setting and action planning help your team members to focus, prioritize, and track their learning and development.

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4 Coaching techniques and models

A fourth skill for mentoring and coaching is coaching techniques and models. Coaching techniques and models are the tools and frameworks that you use to facilitate the mentoring and coaching process. Coaching techniques and models can help you to structure your conversations, ask powerful questions, explore options, overcome obstacles, and generate solutions with your team members. Some examples of coaching techniques and models are the GROW model (goal, reality, options, will), the STAR model (situation, task, action, result), and the 5 Whys technique (asking why five times to get to the root cause of a problem). Coaching techniques and models can help you to enhance your mentoring and coaching skills and effectiveness.

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Hermann (Teddy) Baer

M&A Advisor to Staffing Companies | Uncovering human capital investment opportunities | DACH focussed
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The mentioned methodologies like STAR and GROW are very static and retrospective whilst also neglecting soft skills: STAR method primarily highlights hard skills and quantifiable results, ignoring the essential soft skills required in contemporary leadership, such as empathy, communication, and collaboration. Which are also the traits of highly effective recruitment consultants that can be developed best in active listening workshops: Soft skills like empathy and understanding are closely tied to active listening.

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5 Emotional intelligence and self-awareness

A fifth skill for mentoring and coaching is emotional intelligence and self-awareness. Emotional intelligence and self-awareness are the abilities to recognize and manage your own emotions, and to understand and empathize with the emotions of others. Emotional intelligence and self-awareness can help you to communicate effectively, handle stress, resolve conflicts, and adapt to change. They can also help you to mentor and coach with compassion, respect, and authenticity. You can develop your emotional intelligence and self-awareness by reflecting on your feelings, behaviors, and impact, and by seeking feedback from others.

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6 Continuous learning and improvement

A sixth skill for mentoring and coaching is continuous learning and improvement . Continuous learning and improvement are the attitudes and actions of seeking and applying new knowledge, skills, and experiences to enhance your personal and professional growth. Continuous learning and improvement can help you to keep up with the changing demands and expectations of your role, your team, and your organization. They can also help you to model and inspire a learning culture among your team members. You can practice continuous learning and improvement by setting your own learning goals, seeking feedback, taking courses, reading books, attending webinars, joining communities of practice, and sharing best practices.

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Hermann (Teddy) Baer

M&A Advisor to Staffing Companies | Uncovering human capital investment opportunities | DACH focussed
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Embrace a Growth Mindset: Cultivate a growth mindset that sees challenges and failures as opportunities for learning and improvement. Share stories of your own growth journey to inspire others to adopt a similar mindset.

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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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Dan Smitley

WFM Expert | ICMI Top 25 | Speaker | Consultant
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Two critical skills in WFM, but both are incredibly difficult to coach towards, is kindness and curiosity. When I'm coaching and developing my WFM team I want them constantly digging in and asking why things are the way they are. I want them looking for ways to improve things (curiosity). I also want them working with the agents, team leads, and their peers with kindness. I want other teams to desire to work with WFM, not just because of our ability to deliver solid results but also because we are kind and supportive to those we work with.

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Umesh Vyas
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Pattern recognition and Statistics. Both needed for analysing data and being solely dependent on software. Also people sensitivity helps a lot

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Kevin Pe?a

Workforce Management Lead at Remitly | Workforce Management | Fintech | outsourcing
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One key aspect of effective coaching is displaying genuine interest by regularly checking in with your team to understand their well-being and emotions, sometimes personal affairs impact the development of the people. Establishing the right atmosphere and gaining insight through active listening can greatly enhance the coaching process.

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Hermann (Teddy) Baer

M&A Advisor to Staffing Companies | Uncovering human capital investment opportunities | DACH focussed
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Consultants are sought for their expertise. By continuously learning and deepening their knowledge, consultants in any industry become more valuable assets to their clients, offering insights and solutions that reflect the latest developments in their field. Especially recruitment consultants need to help clients adapt to changes in their industry or market.

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What skills do you need to mentor and coach as a WFM leader?

1

2

3

4

5

6

7

1 Active listening

2 Feedback and recognition

3 Goal setting and action planning

4 Coaching techniques and models

5 Emotional intelligence and self-awareness

6 Continuous learning and improvement

7 Here’s what else to consider

Workforce Management

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What skills do you need to mentor and coach as a WFM leader?

1

2

3

4

5

6

7

1 Active listening

2 Feedback and recognition

3 Goal setting and action planning

4 Coaching techniques and models

5 Emotional intelligence and self-awareness

6 Continuous learning and improvement

7 Here’s what else to consider

Workforce Management

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