Mod 5 coaching skills nt_lb_6_2-_14

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  • 1. Coaching Skills
  • 2. Coaching Skills Include – Listening Body Language Questions
  • 3. Listening Just how good are you at listening?
  • 4. Listening On the average, people are only about 25% effective as listeners
  • 5. Listen for: • What is behind the words. • What is the other person’s point of view • All the things that might be in a person’s life or from the context of his/her life that might “shape” meaning Listening
  • 6. v1.4 Listening Skills Rules for listening: • Use body language to show interest • Avoid distractions • Don’t interrupt • Listen with empathy and openness • Use active listening techniques  Listen  Question  Reflect and paraphrase
  • 7. Components of Powerful Listening • Set your own agenda aside. • Say what you heard to verify. • Avoid making quick assumptions. • Avoid deciding what you will say in response while the individual is still talking.
  • 8. Listening Through Filters
  • 9. Coaching Tip Our knowledge, experience and intention “filters” what we hear and “influences” what we say
  • 10. Are you really listening …or are you just waiting for your turn to talk? Listening
  • 11. “ Everyone wasn’t raised at your house” Listening
  • 12. Body Language When Coaching 1. Scan their faces and eyes 2. Look at their body 3. Examine what they are wearing 4. Listen to their tone of voice 5. Bow, kiss or shake hands 6. Listen to their words
  • 13. Questioning
  • 14. Questioning “The average four year old asks three hundred questions a day. The average college graduate asks twenty.” Larry Wilson, AON Consulting
  • 15. Questions are a powerful yet simple means to achieve a great deal: • Find specific or necessary information • Establish strong relationships Questioning
  • 16. v1.4 How Does This Sound? It doesn't seem like you have a good understanding of the new products? Why did you approach the customer that way? How do you know your plan will work? Are you sure that’s the right decision in this situation? _________________________________________________________ _________________________________________________________ ________________________________________________________ _________________________________________________________ Have you tried to different means of negotiation with this customer? _________________________________________________________ Exercise - Group
  • 17. Questioning Types of questions 1. Open ended vs. closed 2. General vs. specific 3. Multiple-choice 4. Leading 5. Indirect
  • 18. Examples • What is the most helpful thing you can do in your account right now? • What would it take to help you get this done? • What do you need from me to make this happen? • What are the likely outcomes of your proposal?
  • 19. Summary 1. Body language represents 55% of the communication process. 2. Read body language clues in clusters and in context, then interpret. 3. Watch for cultural differences. 4. Watch out for the desire to ask leading questions.