4. Our Passion.
Your Results.
Basics of Great Coaching
Clarify expectations
Examining correctly
Clear, objective feedback
Modeling Excellence
Plan to Improve
Building confidence in others
Developing skills ---->
6. Our Passion.
Your Results.
Strategies to address a Disconnect in Observations
1. How did that call go vs. your goal? What went well, what can we improve?
2. Have them replay it in detail → thought process vs. the goal.
3. Use specific examples to illustrate your perspective, did you see that?
4. What was the customers reaction?
5. I think I saw this, you didn’t? Sell me on what you saw and why you think it’s ok? (if they come
back with a response that’s 91% of what you were looking for… let them have it. #win
still no agreement?
1. Agree to disagree, you may not need to win an argument here, ‘Let’s just keep it on the radar for
next time?’
2. Here is what I saw, here is the goal/ reset expectation… here’s the badge (if heavier hand
needed), regardless of what we think we saw. It’s on the radar, goal/outcome clear, we will do
better next time.
