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What is coaching?
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What is coaching?
Page 3
Coaching Flow
YES NO
Keys to Competence
Attitude
Knowledge Skills
COACHING & MENTORING
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Teaching Effectiveness
Teaching Effectiveness
TOLD,
TOLD &
TOLD SHOWN &
SHOWN
EXPERIENCED
Recall
after 3 70% 72% 85%
weeks
Recall
after 3 10% 32% 65%
months
COACHING & MENTORING Source:John Whitmore
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There are three
levels of learning:
• Mental (Associated
with Knowledge)
• Skill (Skillful
application of
Knowledge)
• Attitude (Energy
source for
accomplishment)
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Distinction
I am an expert. That
I know how. Do it How can I support your
Driving Thought My Experience is is what you are paying
my way learning?
me to tell you.
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Role of a COACH
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Role of a COACH
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a COACH
Concentrates on
Acts as a role model
improving performance
Patiently works on
Is committed to players details of
performance
Talks of we and us, not Stands back and let
I and you others take the credit
Imposes no limits for Continuously learns
performance from situations
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Coaching – Things to remember!
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Rules of coaching
First Rule
• People can achieve whatever they believe is
achievable
Second Rule
• Continuously raise that level of belief
FUNDAMENTAL BELIEVES
OF A COACH
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Who to Coach…………?
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Who to Coach…………?
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Benefits of COACHING
FOR INDIVIDUALS:
• Learn at own pace with one-to-one relationship
• For Team
• For Coach
• For Organization
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Benefits of COACHING
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Benefits of COACHING
FOR ORGANIZATION:
• All team members with almost same skills pack
• Learning from real situations
• Saving time spent on training
• Cost effective ways of developing people
• Climate of continuous learning
• Improved quality of work
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COACHING
SUITABLE OCCASIONS:
Coaching is suitable whenever you can pass on
your knowledge and skills and help people
realize their potential and improve their skills
SPECIALLY:
• You are asked how to do something
• Your advice is sought by others
• When someone says he cannot do a job
• When opinion or decision is required
• When you know an improved way of doing a job / task
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COACHING
UNSUITABLE OCCASIONS:
• In emergency situations
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COACHING – Necessary Skills
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COACHING – Necessary Skills
• Listening
• Observation / interpretation
• Empathy
• Help others learn
• Sense of humor
• Learn himself
• Help other to paint a picture of high level performance
• Sensitivity to know when to step in/out
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Coaching helps people
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Prerequisites of an effective coach
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Coaching Techniques
STEP 1:
• Why it is significant
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Coaching Techniques
STEP 2:
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Coaching Techniques
STEP 3:
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Coaching Techniques
STEP 4:
• Open communication.
• Answer questions.
• Offer information.
• Avoid overloading.
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Coaching Techniques
STEP 5:
• Confirm understanding
• Give feedback
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Structuring a Coaching Session
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Structuring a coaching session
• Objective
Every task should start with an objective.
• A good coaching or training objectives should be:
– Realistic
– Attainable
• Within a reasonable time period
• With the expenditure of a limited amount of effort or
money
• Measurable
• Mutually acceptable to the representative and Manager
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Structuring a coaching session
• Pre-coaching sequence
• Determine the coaching need
• Determine Coaching Format or Sequence
1. Explain & demonstrate to the representative what
should be done
2. Have him/her tell you what to do, and you do it.
3. Have him / her explain and do it
4. Have the representative do it again
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Structuring a coaching session
• Observation
– Your job as a coach requires that you see people in action.
– As the call observer you are on the lookout for performance
discrepancies.
– Sales Manager can solve many of the problems observed by
other means:
• Providing information / direction
• Removing obstacles
• Removing punishment
• Changing consequences
– If there is skill deficiency; then proceed with other steps of
coaching process
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Structuring a coaching session
• Get Feedback
The right approach is to ask the representative
three questions:
1. What was your objective(s) on this call?
2. What was your plan to accomplish that objective(s)?
3. What happened on the call from your point of view?
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Structuring a coaching session
• Demonstrate
It is important that the representative be able to see the
skill, or the process, or the task that he / she is attempting
to learn, performed by someone else.
– In Demonstrating, the coach should:
• Establish the objective(s) for the call.
• Spell out the plan of action and the reason he /she is
choosing that plan of action
• Execute the call with representative observing.
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Structuring a coaching session
• Preparation
In this step the next call is picked and the coach gives the
representative the assignment to:
1. To establish his / her objective
2. Determine the plan of action and the reason he / she thinks
the plan will work.
3. Provide the representative with enough time to prepare for
the call.
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Structuring a coaching session
• Review
• Coach should review the objectives and the plan
• Discuss it with the representative.
• Coach should use the question, WHY.
• Do not attempt to have the representative do it exactly
your way
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Structuring a coaching session
• Criticism
What can happen when you Tell
• Criticism should follow the behavior as soon as
possible
• Emphasize work methods not character defects
• Get the representative’s analysis of the situation
• Concentrate on important lesson to be learned.
• Expect the criticism to teach you something
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Structuring a coaching session
Page 41
Lee J. Colan
Page 42
Why Do People Not Do What They Are
Supposed to Do?
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Grow Model of Coaching
by Sir John Whitmore & Alan Fine
Max Landsberg later described GROW in his book “The Tao of Coaching”
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The Goal is the end point, where the client wants to
G Goal be. The goal has to be defined in such a way that it is
very clear to the client when they have achieved it.
The Current Reality is where the client is now. What
R Reality are the issues, the challenges, how far are they away
from their goal?
There will be Obstacles stopping the client getting
Obstacles from where they are now to where they want to go.
If there were no Obstacles the client would already
O have reached their goal.
Once Obstacles have been identified, the client
Options needs to find ways of dealing with them if they are
to make progress. These are the Options.
– Coaching is a process.
– People change and learn slowly.
– Coaching really is a way of life.
– Coaching is a self-discipline assignment
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Counseling
What is counseling?
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What is Counseling
Counseling is the
process of helping
your team to
recognize problems,
developing the team’s
ability to work through
problems and
developing solutions.
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Steps of Counseling
• Acknowledging a problem.
• Recognizing that it needs
to be addressed.
• Getting the team
members to understand
joint contributions to the
problem.
• Discuss solutions.
• Establishing mutually
agreed progress checks.
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Types of Counseling
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When to counsel?
Page 52
Purpose of counseling?
Page 53
Methods of counseling?
Directive Counseling
• Advice Giving Method commonly used by doctors,
lawyers, clergymen and psychologist.
• In direct counseling the manager and employee
must weigh facts and consider alternative solutions
together.
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Methods of counseling?
Page 55
Choosing the counseling methods
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Choosing the counseling methods
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Summary
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