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![Coaching & Customer Insights
Qualitative Feedback
Reps are now more
engaged in the
session. It’s a good
two-way
communication
with this model.
Transparent
and systematic
approach [was
the greatest
value add].
It helped me
understand the
reps needs in
specific and
provide them
with multiple
solutions.](https://image.slidesharecdn.com/coachingeffectivenessmaximizingclientengagement-131202162355-phpapp02/75/Coaching-effectiveness-maximizing-client-engagement-16-2048.jpg)
Uploaded byBenjamin W. Jackson
Coaching effectiveness maximizing client engagement
The document discusses a coaching effectiveness initiative aimed at maximizing client engagement through a structured framework that includes qualities of a coach, interactive conversation types, and essential tools. It highlights the implementation of a coaching model that enhances mutual understanding and engagement, leading to high participant ratings of session value and engagement. The next steps involve further training of coaches, supervisors, and mentors to foster a coaching culture.
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Coaching effectiveness maximizing client engagement
- 1. Coaching Effectiveness: Maximizing ClientEngagement GCO Learning & Development Contest Project Team: Chris Paizis, Eddie Sandoval, & Ben Jackson
- 2. Coaching & CustomerInsights Coaching is unlocking and leveraging a person’s potential to maximize their performance LinkedIn Confidential ©2013 All Rights Reserved 2 From LinkedIn Learning & Development
- 3. Coaching & CustomerInsights What are the obstacles to effective coaching? Resistance, which often occurs from misunderstanding How do we avoid this?
- 4. Coaching & CustomerInsights Coaching requires an understanding of conversation types Types of Conversations A Common Reality at Work Relationship Building Relationship Mutual Building Understanding Mutual Understanding Action Action Possibility Possibility Engagement suffers when conversations happen out of order or are off-balance
- 5.
- 6. Coaching & CustomerInsights A Coaching Framework 1. Qualities 2. Models 3. Tools
- 7. Coaching & CustomerInsights 1. The Qualities of a Coach Awareness Optimism Listening Empathy Trust in the Process
- 8. Coaching & CustomerInsights 2. A Coaching Model for Engaging Conversations REALITY GOAL Mutual Understanding Shared Intentionality The GROW Model WILL OPTIONS Action Plan New Possibilities 8
- 9. Coaching & CustomerInsights 3. Coaching Tools to Increase Engagement for All Stages of the Process Development Questions Connection to Long-term Goals Directing Statements Positive Recognition Transparency
- 10.
- 11. Coaching & CustomerInsights Develop a Training Module Train Team Measure Impact
- 12.
- 13. 75% Percent of Responses Coaching& Customer Insights How valuable was this coaching session for you overall? 75% of participants rated the session as extremely valuable 25% 0 Not at all Valuable 1 2 3 4 5 6 Rating Scale (0-10) 7 8 9 10 Extremely Valuable
- 14. 75% Percent of Responses Coaching& Customer Insights How engaging was this coaching session? 100% of participants rated the session as highly engaging 25% 0 1 Not at all Engaging 2 3 4 5 6 Rating Scale (0-10) 7 8 9 10 Extremely Engaging
- 15. Percent of Responses Coaching& Customer Insights How valuable was this coaching session for you compared to previous coaching sessions? 50% Most importantly, 100% of participants rated the session as more valuable compared to previous sessions! 0 Much Less Valuable 1 2 3 4 5 6 Rating Scale (0-10) 25% 7 8 25% 9 10 Much More Valuable
- 16. Coaching & CustomerInsights Qualitative Feedback Reps are now more engaged in the session. It’s a good two-way communication with this model. Transparent and systematic approach [was the greatest value add]. It helped me understand the reps needs in specific and provide them with multiple solutions.
- 17. Coaching & CustomerInsights Next Steps Train Full Coaching Team Train Supervisors Train Mentors
- 18. Coaching & CustomerInsights Grow a GCO Coaching Culture
Editor's Notes
- #3 EMMA - Recap in definition and remind the group of how this is different from feedback.
- #9 20mins to explain model and demonstrate to the group. The GROW model is a tried and tested model developed by John Whitmore, and is very relevant to our environment here at LinkedIn. The model can be applied to a 5 min conversation or a 60 min conversation, with practice you’ll become more able navigate the different stages with greater flexibility. A strength of the grow model is that the coach doesn’t need to be an expert in the coachees specific situation in order to be able to coach him/her. Through applying the GROW model the coach provides a dynamic vehicle for the coachees development without needing offer advice or force a particular direction.GOAL: Establish rapport and agree specific goal. Set the coachee up to walk out of the session with a clear deliverable.Should include both a long term (vision) aspect and a short term goal for each session.What to you want to achieve?What will achieving that goal give you? Picture in your mind how things would be if you achieved that goal.How would you define success for this session? It’s important to help the coachee realize their degree of control or lack thereof with regard to the goal. They may need to redefine their goal. It’s also important to help the coachee refine their focus so that the goal is realistic and achievable. Coaching skills: Probing until the direction becomes clear.REALITY: What’s happening: Shed light on the situation and develop the coachees awareness.What’s been going on so far?What are some concrete examples of this problem?Coaching Skills: Question, summarize and reflect back what you’re hearing from the coachee.