Classroom Competency Focus: Leadership Level: Advanced

Using real-world situations, participants learn:

Enable managers to virtually coach employees for performance improvement.

Using real-world situations, participants learn:

1. Profile Your Team: Understand Personalities and Cultures
   1. Understand fundamental personality differences and how they can approach coaching.
   2. These are quick and effective paths to address coaching issues.
   3. How these issues are dealt with in different cultures is very important to the coaching approach.
2. Coaching Issues: Quickly Recognize Issues
   1. Learn to quickly identify the main areas most commonly requiring coaching.
   2. Relate these issues to the impact on the person, the team, the department, the company and the client.
3. Name the Behavior: Looking and Listening
   1. Define how behaviors are demonstrated using a simple process of SEE– HEAR–SAY.
   2. What did you see them do? (Visual Behavior)
   3. What did you hear? (The tone of voice)
   4. What did they say? (Language -­‐ choice of words).
   5. Target the behavior without labeling or interpretation.
   6. Quickly and effectively improve your listening and observation skills.
   7. Identify vague language that creates conversational pollution.
   8. Learn how to ask the questions to clarify vagueness.
4. Coaching Language – Target the Conversation You Want to Have
   1. Follow a NDC format:
      1. Name the behavior – specific description of see-­‐hear-­‐say
      2. Describe the impact – what was the reaction/response/consequence
      3. Coach the change – ask first, then tell how they could change it
   2. This makes it a very direct exchange that is easily employed and coached.
   3. Clearly articulate the Impact of the behavior needing to be coached.
   4. What was the result of this person’s actions on them; the other person; the team; the company values and ultimately the client.
   5. This is the crux of the consequence –they created a problem.
   6. Learn the language of each coaching step of the NDC format.
5. Create the Coaching Commitment

1.Use a format that ensures mutual understanding, expected actions and commitment to follow-up.

The following additional topics are also very relevant for effective virtual coaching. We would like to meet with you to explain the principles and nuances.

• Pulling from Strength
• Praise Coaching
• Clarify Vagueness and Avoid Assumptive Reaction
• Delegate with Empowerment
• Communicate to Mediate
• Resolve Conflict