coaching and development presentation and leaders guide 2008
TRANSCRIPT
June 2008
Coaching and Development
Eye Care Centers of America
Discussion
How many of you expect an employee to be perfect?
What’s the difference between coaching and development and corrective action?
At what point should coaching occur?
Why does coaching matter?
June 2008
Video
Watch Video
Be Prepared to Discuss
June 2008
Coaching Specifics
Coaching is: Conversation
Face to face Casual Manager driven
Developmental Question prompted Self-discovery
Business related Policy / process related
Specific Timely
If you see it, say it Consistent Results oriented
Commitment driven Direct, but gentle
Honest Positive
June 2008
Coaching Tip
Notice the work Reinforce wanted behavior
Never let good work go unnoticed If you see it, say it Comment = continued action
Redirect unwanted behavior Never let poor work go uncorrected
If you see it, say it Lack of comment = continued action
June 2008
COACH
Congratulate associates on positive behavior
Outline and review the expectation
Analyze opportunities and practice
Communicate the benefits Have associate establish
commitment
June 2008
Congratulate associates on positive behavior Reinforce positive behavior
“Great sale. What went well?” “Your CSATs for last month
were great: 95 is what we want to see.”
“You were very patient with that customer.”
“You sold a lens cleaning kit. Way to go. How did you do it?”
June 2008
COACH
Outline and review the expectation “Lets talk about …”
“What went well?” “Why is that important?” “What could have been done
differently?” “Let’s talk about the customer
interaction I just observed.” “What went well?” “Why was that important?” “What could have been done
differently?” “Let’s practice …”
June 2008
COACH
Analyze opportunities and practice Explain the objective Define outcome / results Determine if they need the
behavior modeled Set up the scenario
Define your roles
“I’ll be ___________ and you be _____________.”
Ensure perfect practice Repeat if necessary
June 2008
COACH
COACH
Communicate the benefits Ask them who benefits
“Why is this important?” “What is the benefit to the
customer?” “What is the benefit to the
store?” “What is the benefit to you?” “How does greeting the
customer within 5 seconds benefit you?”
“How does attending work as scheduled benefit the team?”
June 2008
Have associate establish commitment Ask for the commitment
“Going forward, how often will you ____________?”
Ensure it’s time bound “When will you do this?”
Offer assistance “What do you need to be
successful?” Thank the associate Follow up
“Let’s meet on Monday and you can tell me about your success.”
June 2008
COACH
More Coaching Tips
Keeping focus Ask
Use open ended questions
“What could we have done differently?”
Lead Use leading questions “What tool could you have
used to ____?” Tell
Tell the associate the answer
“Using the selling mat would have ______.”
Controlling sidetracks Ask what occurred
Refocus on the concern Lead if necessary
Wait for a response Silence draws it out
Ask what is the goal Policy or procedure
Return to COACH
June 2008
June 2008
Recap
How many of you expect an employee to be perfect?
Why do we coach?
When should we use COACH?
Let’s practice
June 2008
Quotes
“Good management consists of showing average people how to do the work of superior people.” John D Rockefeller
June 2008
Questions
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Comments