SuperStar Coaching: How to Create a High Performing Team

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Research shows that excellent coaching can improve employee productivity 88%. Too many managers say, "I don't have time to coach." This is an excuse. Most don't know how to do it well or focus only on poor performers. Elite performers in the Olympics for example, have coaches. Coaching is for everyone. Most people think they are performing better than they are. Most can perform significantly better than their current results. Learn a five step coaching model, why coaching works, qualities of effective coaches and more. Watch your leadership effectiveness soar.

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SuperStar Coaching: How to Create a High Performing Team

  1. 1. How to Create a High Performing Team By Rick Conlow & Doug Watsabaugh
  2. 2. Agenda 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 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. Copyright © 2011 WCW Partners
  3. 3. Why Coaching? Agenda 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 The Impact of Coaching 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. Copyright © 2011 WCW Partners
  4. 4. Agenda 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 What are the obstacles and opportunities with coaching? Obstacles Opportunities Copyright © 2011 WCW Partners
  5. 5. Coaching Obstacles Agenda 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 Examples • 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 Copyright © 2011 WCW Partners
  6. 6. Coaching Opportunities Agenda 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 Examples • 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 Copyright © 2011 WCW Partners
  7. 7. Agenda 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 Identifying Coaching Opportunities • 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. Copyright © 2011 WCW Partners
  8. 8. Agenda 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 Coaching is… • 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. Copyright © 2011 WCW Partners
  9. 9. Agenda 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 Coaching is not… • 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. Copyright © 2011 WCW Partners
  10. 10. Agenda 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 Good Coaches… Communicate clear performance objectives • Set specific goals • Explain what is expected • Communicate expectations early • Give guidance and feedback Copyright © 2011 WCW Partners
  11. 11. Agenda 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 Good Coaches… Provide regular performance feedback • Provide informed and timely feedback • Provide generally positive feedback • Offer praise • Give clear verbal feedback • Offer constructive feedback Copyright © 2011 WCW Partners
  12. 12. Agenda 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 Good Coaches… Consider all relevant information when assessing performance • Look at all factors • Make objective appraisals • Consider mitigating circumstances • Have a “big-picture” view Copyright © 2011 WCW Partners
  13. 13. Agenda 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 Good Coaches… Observe and monitor performance • Provide immediate feedback • Offer specific suggestions for improvement • Reviews results regularly Copyright © 2011 WCW Partners
  14. 14. Agenda 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 Good Coaches… 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 Copyright © 2011 WCW Partners
  15. 15. Agenda 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 Good Coaches… Recognize and reward progress and high performance • Give public praise • Aggressively seek rewards for employees • Recognize work in difficult situations Copyright © 2011 WCW Partners
  16. 16. Agenda 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 Good Coaches… Build a warm, friendly relationship and set aside time • Possess good interpersonal skills • Are good listeners • Are caring, sensitive, and concerned Copyright © 2011 WCW Partners
  17. 17. Agenda 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 Informal Coaching • • • • • Day to day contacts Brief interactions Positive impact or other… Individual or group Written, personal or phone communication • Support, encouragement, recognition, listening, • Follow-through Copyright © 2011 WCW Partners
  18. 18. Agenda 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 Formal Coaching • Structured one-on-one time • Documented • Scheduled by appointment or timeframe • Phone or Personal • Continued over time Copyright © 2011 WCW Partners
  19. 19. Agenda 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 SuperSTAR Coaching Steps Review the Goals or Expectations Plan and Follow-up Assess the Performance Skill Development Establish Plans Provide Feedback or Guidance Copyright © 2011 WCW Partners
  20. 20. Agenda 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 What Letter(s) Come Next? O T T F F S S E N T E T T F F S ___ ___ Copyright © 2011 WCW Partners
  21. 21. Agenda 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 What Letter(s) Come Next? OTTFFSSENTETTFFSSE (seventeen) (eighteen) Copyright © 2011 WCW Partners
  22. 22. Agenda 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 Cross Out Six Letters (and make a word) SBIAXNLAETNTEARS Copyright © 2011 WCW Partners
  23. 23. Agenda 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 Cross Out Six Letters (and make a word) SBIAXNLAETNTEARS Copyright © 2011 WCW Partners
  24. 24. Agenda 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 Write Down the First Thing You Notice About This Slide 4+5=9 12 – 5 = 6 3 + 15 = 18 Copyright © 2011 WCW Partners
  25. 25. Agenda 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 Write Down the First Thing You Notice About This Slide 4+5=9 12 – 5 = 6 3 + 15 = 18 Copyright © 2011 WCW Partners
  26. 26. Agenda 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 To be a SuperSTAR we need to expand our comfort zones by thinking and acting differently! Copyright © 2011 WCW Partners
  27. 27. Agenda 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 Qualities of Effective Coaches • 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 Copyright © 2011 WCW Partners
  28. 28. Agenda Coaching Process Tips 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 • 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. Copyright © 2011 WCW Partners
  29. 29. Agenda 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 Coaching Communication Techniques • 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…” Copyright © 2011 WCW Partners
  30. 30. Agenda 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 Giving Feedback Guidelines • 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. Copyright © 2011 WCW Partners
  31. 31. Agenda 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 Give Lots of Positive Feedback • 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 Copyright © 2011 WCW Partners
  32. 32. Agenda 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 Coaching Summary • 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? Copyright © 2011 WCW Partners
  33. 33. To learn more visit us online: www.wcwpartners.com www.wcwpublishing.com Toll free: 1-888-313-0514 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.

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