Coaching in a Service Oriented Culture
Overview/Description
Have you heard? You can't manage people. Discover the important distinction of becoming a truly great coach instead of a manager. You will create the environment that transforms the performance of the team for the most rewarding results.
Target
Audience
Coaches, managers, and supervisors of service providers.
Expected
Duration
2.5 hours
Lesson
Objectives:
The Manager as Coach
identify when to coach and when to manage.
differentiate between the skills of a manager and a coach.
identify components of the future service environment that will make coaching even more important.
choose the best approach (managing or coaching) for specific situations.
identify the consistent lesson learned from legendary coaching.
Fundamentals of Coaching
recognize the benefits of good coaching skills.
choose key characteristics of a well-defined vision.
select the components most likely to produce the best plan.
identify examples of a coach listening effectively.
select questions intended to allow the speaker to continue speaking and the coach to continue listening.
Coaching for Performance Transformation
match coaching skill terms with their descriptions.
identify criteria for co-creating performance goals related to the SMART model.
identify the appropriate coaching approach for specific situations.
match the resources with the potential result in performance.
differentiate styles of coaching.
When Coaching is Not Enough
realize the importance of the steps to follow when coaching alone is not adequate.
identify examples of accountability criteria in performance.
identify the tools for counseling in coaching.
identify elements of confronting that get positive results.
identify the specific steps when establishing groundwork for termination.
Course Number: CUST0222