A PRIMER ON COACHING

By:? Michael C. Dennis

Coaching is a multifaceted process that involves setting goals and delivering continuous feedback to help individuals improve their performance. Effective coaching plays a pivotal role in personal and professional development. Here are some of the keys to effective coaching:

Private Meetings for Openness and Trust: Effective coaching often begins with one-on-one sessions conducted in private. This creates an environment where employees feel safe to discuss their concerns and receive feedback without judgment.

Example: A manager schedules a private meeting with an employee to address recent performance issues and collaboratively seek solutions.

Acknowledging Existing Issues: Before diving into feedback, it's crucial to explain that a problem or opportunity for improvement exists. Acknowledging the issue sets the stage for constructive discussion.

Example: A team leader starts a coaching conversation by saying, "I've noticed some challenges in meeting our project deadlines."

Using Factual Information and Framing: Present factual information while initially framing it with phrases like "In my opinion" or "Based on my fact gathering." This approach encourages open dialogue and minimizes defensiveness.

Example: "In my opinion, the recent decline in customer satisfaction scores may be related to response times."

Seeking Employee Perspective: Encourage employees to share their perception of reality in response to your feedback. Their perspective can offer valuable insights and provide a well-rounded view of the situation.

Example: "How do you see the recent changes in our team dynamics, given what I've shared?"

Maintaining Positivity: It's essential to maintain a positive and supportive tone during coaching discussions. Positivity fosters collaboration and receptiveness to change.

Example: "Let's work together to find solutions that can enhance efficiency or output or team dynamics."

Openness to Feedback Correction: Be open to feedback from employees. If you have incorrect facts or misperceptions, encourage them to correct you. This promotes a culture of transparency and trust.

Example: "If I have misunderstood anything or if you have additional insights, please share them with me."

Rephrasing Feedback for Clarity: To ensure effective communication, rephrase any feedback you receive from the employee. This demonstrates your commitment to understanding their perspective.

Example: "To confirm, you're saying that the increased workload has affected your ability to meet deadlines, is that correct?"

Offering Corrective Action Ideas: Provide specific suggestions or a plan for corrective action. This helps employees see a path forward and empowers them to make the necessary changes.

Example: "One potential solution could be to ensure that you reallocate your time to ensure you meet the goals we have discussed."

Emphasizing Employee Responsibility: While you act as a resource, stress that the primary responsibility for making performance or behavioral changes rests with the employee.

Example: "I'm here to support your growth, but it's ultimately your commitment and effort that will drive the desired changes."

Discussing Next Steps: Discuss the next steps and outline a clear plan for addressing the issues. Setting concrete goals helps maintain accountability.

Example: "Let's set short-term and long-term goals to improve your response times and customer satisfaction levels."

Agreeing on Follow-Up: Collaboratively agree on a plan for follow-up discussions to track progress. Regular check-ins help ensure that the coaching process remains effective.

Example: "We'll schedule follow-up meetings every week to monitor progress and make adjustments as needed."

Timely and Ongoing Feedback: Don't restrict feedback to formal meetings. Share observations and comments in an ongoing manner to address issues promptly and promote continuous improvement.

Example: A supervisor provides feedback in real-time when they notice a team member demonstrating exceptional communication skills during a client meeting.

Recognizing Progress: Acknowledge and appreciate progress and positive changes in an employee's performance. Recognizing achievements boosts morale and motivation.

Example: "I want to commend your efforts in addressing the communication challenges. Your proactive approach is making a noticeable difference."

Honesty About Progress Pace: While recognizing progress is important, honesty is equally vital. If progress is slower than expected, discuss this openly and collaborate on strategies for improvement.

Example: "While we've made some progress, it's essential to acknowledge that you are still facing challenges in meeting your deadlines. Let's work together to expedite the process."

By applying these keys to effective coaching and the corresponding examples, you can foster a coaching culture that drives growth, enhances performance, and ensures open communication within your organization.

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