Cultivating Resilience with Talent Teams

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Cultivating Resilience in Talent Teams
1
Re-Engaging in the New Normal

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Introducing Morgan Massie

Agenda 1. Addressing needs
2. What challenges do we face?
3. The Five Coaching Conversations
a. The EXPLORE conversation
b. The ENCOURAGE conversation
c. The EMPOWER conversation
4. Free giveaway!

One-page
gameplan

Why cultivate resilience?
Of employees say stress and
anxiety impact workplace
performance
Of employees say anxiety impacts
the quality of their work
Of employees say stress impacts
relationships with peers
56% 50% 51%
*Anxiety and Depression Association of America

What challenges do we face?

Challenges we face
● Workplace Cleanliness Practices
● New Policies and Procedures
● Travel Policy Changes
● Budget Issues
● Benefits Reductions
● How to Answer Employee Questions
● Customer Engagement Has Changed
● Unsure How to Hold Future Meetings
● Missing Revenue Targets
● Questions About New Routines
● Traditions that May Have Changed
● What to Communicate to Employees
● Impact to Culture
● Re-evaluation of Goals, Targets, Forecasts
● Managing Fixed Expenses and Budget
● Retention of Top Performers
● Absenteeism
● Burnout-Doing More with Less
● Reduced Compensation
● Hiring Freeze Leading to Increase Workload
● Need to Innovate Services
● My Project Deprioritized
● Ongoing Technology Changes Impacting Work
Personal Challenges & Concerns
● Anxiety About Returning to Work
● Support for Health Issues
● Concerns over Safety
● Space Redesign for Social Distancing
● Survivor Guilt with Colleague Job Loss
● Desire to Continue Work from Home
● Company Reputation During Crisis
● Too Much Information to Consume
● Concern with Having to Do More Work
● Desire to Share Ideas I’ve Developed
● Questions About Who Will Be Left on My Team
● Disengagement Due to Lack of Communication
● Concern About Prior Strategy or Vision
● New Practices to Meet Social Distancing
Guidelines
● Concerns About Company Viability
Challenges with Re-Engaging and
Re-Focusing
Concerns About Returning to Work
● Health and Safety
● Personal Finances
● Spouse/Partner Unemployed
● Childcare
● Job Security/Potential Layoﬀs
● Impact on Individual Business Goals
● Ability to Achieve Bonuses
● Dealing with Anxiety
● Team Members Not Performing
● How to Demonstrate Empathy
● Loss of Loved One
● Inability to Focus
● Enjoyed Working from Home
● Family Used to Having Me at Home

Resilience is the process of adapting well in the face of adversity, crisis,
threats, or significant sources of anxiety or stress.
Being resilient doesn’t man that a person doesn’t experience difficulty.
Cultivating resilience is the power to adapt well to change and adversity; it is
learned behavior, thoughts, and actions that can be developed in anyone.
Definition adapted from the America Psychological
Association
Why resilience?

Coaching is all about helping people perform to their full potential -
including during times of crisis and uncertainty.
Effective Coaching cultivates resilience by building capacity in others to
recover and move forward from challenge and change.
Coaching is an enablement tool that leaders can apply anywhere, anytime.
Coaching is easy to apply effectively if leaders have a useful coaching model
and game plan to reference.
Why resilience?

The Five Coaching Conversations

Meeting basic needs
3
Personal Growth, Creativity,
Advancement Towards
Something Greater than Self
Self-Esteem, Status,
Respect/Recognition
Belonging,
Connection, Love
Security, Stability,
Comfort
Food, Water, Sleep,
Homeostasis
• Do I see the opportunity to continue to meaningfully contribute, develop and advance in my role?
• Do I understand the value of my personal contributions with a new work environment or adjustments to my role?
• Do I feel connected to my team/department/organization’s adjusted strategic vision?
• Can I successfully adjust to the “new normal” and stay engaged with my work?
• Am I clear on how to achieve my modified goals?
• Do I understand changes to my goals and responsibilities as a result of this crisis?
• Are my strengths and skills being leveraged eﬀectively?
• Am I receiving acknowledgement, reward, and recognition for my contributions?
• Am I able to maintain relationships with my clients/customers/team while working
virtually?
• Does my manager check in on my well-being and listen to my challenges and concerns?
• Are changes in work policies, practices, and expectations being communicated?
• Are there ways for me to connect individually with my client/customers/team/peers?
• Can I maintain balance between adjusted work and home schedules?
• Do I have what I need to be successful in my adjusted work environment?
• Am I comfortable resuming business travel and/or returning to my workplace?
• Do workplace practices and policies ensure safe social distancing and health
guidelines?
• Is my job secure?
• How will this crisis aﬀect my personal finances: pay, ability to achieve
bonuses and/or overtime, overall hours, and benefit coverage?
• Will my spouse/partner/significant other/roommate/etc. remain employed?
• How will I manage childcare during this time?
Self
Actualization
Esteem needs
Social needs
Safety needs
Physiological needs

Addressing needs

Addressing needs
Explain
• Provide clear
information
• State new
policies
Explore
• Discuss
potential
solutions
• Problem
solve
together
Encourage
• Ask open
ended
questions
• Listen
• Address
Concerns
Empower
• Recognize
strengths
• Delegate
appropriately
Elevate
• Identify
aspirations
• Discuss
higher level
possibilities
Coaching
Approach
Inexperienced
How is this
going to work?
Uncertain
Has my role
changed?
Hesitant
I’m not ready to
return.
Successful
What can I do to
help?
Accomplished
I have ideas on
how we can
improve.
Coaching
Cues
Coaching cues and approaches

Addressing needs
The Five Coaching Conversations
Elevate
Empower
Encourage
Coaching
Context
Explore
Explain
Inexperienced
Accomplished Uncertain
HesitantSuccessful

Beamery
The EXPLORE conversation
15

Coaching Cue UNCERTAIN
Sample Scenario • Feeling stuck
• Faced with multiple options
Key Driver Encourage cooperative
problem-solving
Action EXPLORE with the person you are
coaching options for accomplishing
something and agree on a way
forward.
Key Tool ISEE Coaching Model
Elevate
Empower
Encourage
Coaching
Context
Explore
Explain
Uncertain

Key tool: the I SEE model

Game plan

Beamery
The ENCOURAGE conversation
19

Coaching Cue HESITANT
Sample Scenario • Inability to move forward
• Lack of motivation and/or
confidence
Key Driver Celebrate current successes with
those responsible
Action ENCOURAGE the person you are
coaching by understanding and
adapting to his or her key
motivators.
Key Tool Encouragement Triangle
Elevate
Empower
Encourage
Coaching
Context
Explore
Explain
Hesitant

Tangible Encouragers Intangible Encouragers
Compensation
Benefits
Advancement Opportunities
Tangible Recognition
Work Environment
Other Perquisites
Growth and Development
Appropriate Freedom
Connection to Mission
Opportunity to Collaborate
Praise and Appreciation
Respect and Influence

Tangible
Encouragers
Intangible
Encouragers
Active Listening
• Open-Ended Questions
• Probing for Understanding

Three Keys to Motivating Others
1. Eﬀective Communication:
✔ Open-ended questions about one’s motivation
✔ Active listening (probe, paraphrase, empathize)
✔ Direct, honest communication (feedback, realistic options, etc.)
2. Tangible Motivators:
✔ Pay
✔ Promotions
✔ Other tangible forms of recognition / rewards
✔ Etc.
3. Intangible Motivators:
✔ Growth and Development
✔ Autonomy
✔ Purpose
✔ Etc.

Game plan

Beamery
The EMPOWER conversation
25

Coaching Cue SUCCESSFUL
Sample Scenario • Has achieved some success
• Motivated and independent
Key Driver Delegate responsibilities to those
who are competent to handle them
Action EMPOWER the person you are
coaching by getting clarity on the
outcome and then providing
latitude.
Key Tool Journalistic Questions
Elevate
Empower
Encourage
Coaching
Context
Explore
Explain
Successful

Journalistic questions
Returning to a ”new normal” is
the ideal time to empower others
to help engage their colleagues.
The journalistic questioning
approach includes 5 specific
questions the leader should ask
themselves in order to be
deliberate about empowering
others.
For you to focus at
a higher level
For them to grow
and develop
WHY?
Entire project Specific tasksWHAT?
Ensure suﬀicient
ability and
motivation
Ensure suﬀicient
capacity
WHO?
Clarify outcome
(nott approach)
Maximize and
clarify authority
HOW?
Due date MilestonesWHEN?
OUTCOMESFORTHELEADER-COACH
OUTCOMESFORTHECOACHEE

Game plan

The challenges we face

Beamery
Commitments
30

Eﬀective managers positively impact performance by
cultivating resilience within themselves as well as within
each of the individuals on their team.
Coaching skills are key to managerial eﬀectiveness.
Final thoughts

Beamery
Thank you!
For more information, or to learn how to bring the Five
Coaching Conversations to your team or organization:
mmassie@avionconsulting.com
www.fivecoachingconversations.com
www.avionconsulting.com
https://www.linkedin.com/company/avionconsulting/
https://www.facebook.com/AvionConsulting

Q&A
33

Cultivating Resilience with Talent Teams

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