SuperStar Coaching: How to Create a High Performing Team

How to Create a High

Performing Team

By Rick Conlow & Doug Watsabaugh

Objectives

• To learn and practice effective coaching skills.

• To improve our capability to grow and improve as a leader.

• To broaden the skills of our high potential performers.

Objectives

Why Coaching?

Coaching Obstacles

Coaching Opportunities

Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process

Communication Techniques

Feedback

Summary

Agenda

Copyright © 2011 WCW Partners

A study comparing training alone to coaching and training found that training alone increased productivity by 22.4% and training plus coaching increased productivity by 88%.

Public Personnel Management, Winter 97, Vol.26

Issue 4, P 461.

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Why Coaching? The Impact of Coaching Agenda


Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

What are the obstacles and

opportunities with coaching?

Obstacles

Opportunities

Agenda


• Time involvement of the leader

• Time involvement of the employee

• Lack of progress

• Lack of follow through on the leader’s part

• Lack of follow through on the employee’s part

• Miscommunication

• Not identifying strengths or areas for improvement

• Lack of clear expectations

• Lack of consequences

• Organizational barriers

• Lack of recognition

• Manager communicates one way and tells and doesn’t ask questions

• Lack of employee engagement and buy in

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Coaching Obstacles Examples Agenda


• Status of the relationships

– Trust

– Listening

• Preparation and Time Mgt

– Prioritization

– Use of planning tools

• Confronting Mental Models

• Customer Interaction skills

• Quality of work

• Cooperation and Team work with others

• Strategies for negotiating

• Handling customer service issues

• Follow through and meeting timelines

• Skill development in job areas: communication or computer skills

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Coaching Opportunities Examples Agenda


• Manager review/feedback in person or on the phone.

• Interview employee – identify self perceived goals, strengths, needs and current /desired results in person or on the phone.

• Observing employee interactions.

• Set up practice & observe (simulation).

• Analyzing results.

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Identifying Coaching

Opportunities Agenda


• An on-going process designed to help the employee gain greater competence and overcome barriers to improving performance.

• Deepening skills and knowledge.

• Fine tuning existing skills.

• Mapping successful personal change.

• Increasing competence and confidence.

• Improving overall results.

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Coaching is…

Agenda


• Counseling - problem solving directed at personal issues that are affecting, or have the potential to affect, performance.

– E.g., working personal problems such as marital and family problems, substance abuse, emotional and psychological barriers.

– Role is to serve as a resource person, directing the employee to a skilled practitioner for further professional help.

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Coaching is not… Agenda


Communicate clear performance

objectives

• Set specific goals

• Explain what is expected

• Communicate expectations early

• Give guidance and feedback

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Good Coaches… Agenda


Provide regular performance feedback

• Provide informed and timely feedback

• Provide generally positive feedback

• Offer praise

• Give clear verbal feedback

• Offer constructive feedback

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary



Consider all relevant information when

assessing performance

• Look at all factors

• Make objective appraisals

• Consider mitigating circumstances

• Have a “big-picture” view

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary



Observe and monitor performance

• Provide immediate feedback

• Offer specific suggestions for improvement

• Reviews results regularly

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary



Know the staff well enough to help

them

• Develop self-improvement action plans

• Understand the strengths and weaknesses of individuals

• Develop personal and professional

relationships with employees

• Develop open lines of communication

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary



Recognize and reward progress and

high performance

• Give public praise

• Aggressively seek rewards for employees

• Recognize work in difficult situations

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary



Build a warm, friendly relationship and

set aside time

• Possess good interpersonal skills

• Are good listeners

• Are caring, sensitive, and concerned

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary



• Day to day contacts

• Brief interactions

• Positive impact or other…

• Individual or group

• Written, personal or phone communication

• Support, encouragement, recognition, listening,

• Follow-through

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Informal Coaching Agenda


• Structured one-on-one time

• Documented

• Scheduled by appointment or timeframe

• Phone or Personal

• Continued over time

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Formal Coaching Agenda


Review the Goals or

Expectations

Assess the Performance

Provide Feedback or

Guidance

Establish Plans

Plan and Follow-up

Skill Development

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

SuperSTAR Coaching Steps Agenda


O T T F F S S E N T E T T F F S ___ ___

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

What Letter(s) Come Next? Agenda


O T T F F S S E N T E T T F F S S E

(seventeen) (eighteen)

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

What Letter(s) Come Next? Agenda


SBIAXNLAETNTEARS

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Cross Out Six Letters

(and make a word)

Agenda


SBIAXNLAETNTEARS

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Cross Out Six Letters

(and make a word)

Agenda


4 + 5 = 9

12 – 5 = 6

3 + 15 = 18

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Write Down the First

Thing You Notice About

This Slide Agenda


4 + 5 = 9

12 – 5 = 6

3 + 15 = 18

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Write Down the First

Thing You Notice About

This Slide Agenda


To be a SuperSTAR we need to expand our comfort zones by thinking and acting differently!

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Agenda


• Think outside the box

• Focus on the strengths or positives more

• Patience

• Enthusiasm

• Honesty and integrity

• Friendliness

• Self-confidence

• Fairness

• Consistency

• Flexibility

• Resourcefulness

• Genuine concern for others

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Qualities of Effective

Coaches Agenda


• Provide Focus – Clear goal

• Tell – when giving guidance identify skill, how and when used and why important.

• Show – Demonstrate live or simulation.

• Set up a try – provide safe live or simulated try or role-play.

• Observe – Focus on behavior.

• Feedback – Give lots of praise or redirect. Coaching is not the time to reprimand.

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Coaching Process Tips Agenda


• Open ended questions – “How do you feel about? What did you do when…?”

• Directives – “Talk more about…” Tell me about what happened when…”

• Active listening/paraphrasing – “So you …”

• Summarizing – “Let’s see if we have the same understanding…”

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Coaching Communication

Techniques Agenda


• Ask the person to comment on things he/she did that contributed to the effectiveness of the call

• Ask leading questions to focus on key strengths you observed.

• Ask the person what one or two things they would do differently next time.

• Offer your feedback – reinforce positives first, followed by one or two developmental suggestions.

• Set up a quick run through practice if appropriate.

• Check for understanding and commitment.

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Giving Feedback

Guidelines Agenda


• Creates a positive climate

• Puts the dispenser at ease

• Maintains focus on good performance rather than becoming preoccupied with weak performance.

• Increases the likelihood that the dispenser will repeat the behavior.

• Creates openness to practice and refinement

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Give Lots of Positive

Feedback Agenda


• What do you do well as a coach? What do you need to improve?

• What will you commit to do to become a superstar coach to

influence your team to become

high performers?

Objectives

Why Coaching?

Coaching Obstacles


Coaching Is…

Coaching Is Not…

Good Coaches…

Informal Coaching

Formal Coaching

Coaching Steps

Look Closely

Effective Coaches

Coaching Process


Feedback

Summary

Coaching Summary Agenda


Watsabaugh Conlow Worldwide is a performance improvement company. Based in Minneapolis/Saint Paul, Minnesota, we work with clients in a variety of industries worldwide to help them excel in sales, service and leadership.

To learn more visit us online:

www.wcwpartners.com

www.wcwpublishing.com

Toll free: 1-888-313-0514

http://www.wcwpartners.com/

http://www.wcwpublishing.com/

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SuperStar Coaching: How to Create a High Performing Team