This document summarizes a presentation about coaching problem solvers to build their soft skills. The presentation discusses what soft skills are, why they are important for problem solvers, and techniques for developing soft skills like inquiry, active listening, building networks of allies, and seeking constructive criticism. It provides advice for how coaches can help problem solvers improve their soft skills by asking questions about how they engage stakeholders, seek feedback, and build relationships. The goal is to move problem solvers from telling to asking, and help them develop key relationship and communication skills.

1. How to Coach Problem Solvers
to Build Their Soft Skills
Presented by Elisabeth Swan
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2. About Our Presenter
• Managing Partner at
GoLeanSixSigma.com
• Co-Author of
The Problem-Solver’s Toolkit
• Co-host of the
Just-In-Time Café Podcast
Elisabeth Swan
/ElisabethSwan
@ConsultSwan
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3. How to Interact
Answer Polls! Ask a Question!
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4. Where Are You From?
Share your location in the Question area in your
Control Panel!
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5. Who Is GoLeanSixSigma.com?
• GoLeanSixSigma.com makes it easy for everyone
everywhere to build their problem-solving muscles
• We provide the most practical, easy to understand
and enjoyable Lean and Six Sigma resources
available
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6. We’ve Helped People From…
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7. Today’s Agenda
• What are Soft Skills?
• Why should we care about Soft Skills?
• How can they help problem solvers?
• What are some Soft Skills techniques?
• How do we coach problem solvers to use
them?
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8. What Are Soft Skills?
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Math
Reading
Lean Six Sigma Software
People
Skills
Social
Skills
Social
Intelligence
Communication
Skills
Emotional
Intelligence (EQ)

9. Why Do We Care About Soft Skills?
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I did a
Pareto Chart of
application errors.
We found the
problem!
Well
done!

10. Why Do We Care About Soft Skills?
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Can you
please start
using this new
form I
designed?
Sure,
when I’ve
got time…

11. Coaching Problem Solvers
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How’s it
going?
I’m getting
some push
back.

12. Poll #1
Question: Do people you’re coaching have
“soft skill” obstacles to process change?
• A. Not much
• B. Some
• C. Enough to warrant attention
• D. Constantly
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13. Some Soft Skill Techniques
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Inquiry vs.
Advocacy
Ally’s
Network
Critic’s
Club

14. Advocacy vs Inquiry
• Advocacy = Telling
• Maintain Authority
• Inquiry = Asking
• Discover issues
• Build relationships
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If I’m in
charge of process
improvement, I better
act like it!

15. Balancing Inquiry and Advocacy
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95%
Time Spent
on Advocacy
We should
immediately
implement all best
practices of the best-
run department.
Ummm,
Okay…

16. Listening
• Speak = 150
words/minute
• Process = 600
words/minute
• Extra = 450
words/minute?
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So when I went
to make iced coffee, we had
run out of the coffee cubes
and I had to run around
looking for the trays…
I wonder if I let
the dog out
before I left
home…

17. Different Takes
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Looks like people are
making mistakes on the
application
Do you see any problems
happening with the
application?
Customers are
complaining and this
department has to
change
Do you see any
opportunities for
improvement in the
current process?
Please review these edits
I made to the application
What kinds of edits
would you make to the
application?
Let me describe what
we’ve decided to change
What would you propose
as changes?
Telling Asking

18. Beware Fake Questions
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Have you
considered
switching
vendors?
Um… No?

19. Advantages of Inquiry
• Empowers others
• Assumes knowledge
• Treats others as valuable
• Improves communication
• Builds relationships
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?

20. Follow Up
• Let people know you heard them
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What do
you think of the
new form?
Hmm, looks
like you didn’t
like any of my
suggestions?

21. Coaching Problem Solvers on Inquiry
Questions to ask:
• Are you experiencing any resistance?
• What would you do differently?
• What kinds of questions do you ask?
• What works best about your listening skills?
• What did you do to capture their responses?
• What do you think is the best way to let people
know you’ve heard them?
• What is your biggest challenge in terms of
engaging stakeholders?
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22. Poll #2
Question: What do you see as the Problem
Solver’s challenge with Inquiry?
• A. Their belief that “telling” is essential to their
authority
• B. They forget they need to interact
• C. They don’t know what to ask
• D. They ask the right questions but don’t listen
• E. They are too busy for inquiry – don’t value it
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23. Building a Network of Allies
• Ally: Person with a common cause
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We’ve got
a big crowd
tonight – I’ll assist
the hostess.

24. Why Are Allies Important?
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25. Building Informal Partnerships
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Process
Participants
Problem Solvers in
other organizations Stakeholders
Colleagues in other
departments
Other Problem
Solvers

26. Ally’s Network Worksheet
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Where
to find
potential
allies
Questions
to ask

27. Coaching Problem Solvers on Allies
Questions to ask:
• Who has been most helpful to you?
• Who has been supportive to you?
• Where might you find support outside of the
team or the stakeholders?
• What is your biggest challenge in terms of
networking to solve problems?
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28. Crafting a Critics Club
• Critic: Person who judges
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Automating
before streamlining
was a bad idea -
sorry to say.

29. Why Are Critics Important?
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30. No Idea Is a Bad Idea – Maybe…
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Let’s hire race
car drivers since
they value
speed!
Good idea!
Really?

31. Collaboration and Criticism
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32. Critic’s Club Worksheet
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Where
to find
potential
critics
Questions
to ask

33. Coaching Problem Solvers on Critics
Questions to ask:
• Who provides you with constructive feedback?
• Do you find criticism helpful and if not what
would help make it more helpful?
• What kinds of feedback is most helpful to you?
• What do you do with feedback in general?
• What’s your biggest challenge in terms of
seeking out helpful criticism?
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34. Question for Coaches
Which soft skills do you see problem-
solvers struggle with most?
• Please enter your response in the Question box
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35. 6 Soft Skill Tips
• Ask more than tell
• Listen once you ask
• Remember to follow up
• Network with allies
• Seek out criticism
• Build relationships
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36. Reference Materials
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37. Today We Covered
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• What are Soft Skills?
• Why should we care about Soft Skills?
• How can they help problem solvers?
• What are some Soft Skills techniques?
• How do we coach problem solvers to use
them?

38. Questions?
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39. Getting Started
Learn more by starting some more training!
• White Belt Training & Certification (Training is FREE)
• Yellow Belt Training & Certification (Training is FREE)
• Green Belt Training & Certification
• Black Belt Training & Certification
• Lean Training & Certification
Coupon Code: 20SOFTSKILLS
20% discount on all courses!
*Expires August 26
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40. eBook: The Problem-Solver’s Toolkit
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• Kindle version available
on Amazon
• The Problem-Solver’s
Toolkit

41. Upcoming Webinar: August 16, 11am PDT
Register today at GoLeanSixSigma.com/webinars
We’ll select upcoming webinars based on your
feedback, so please share your feedback on the survey
at the end of close of this webinar.
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42. Just-In-Time Café Podcast
Tune in at GoLeanSixSigma.com/cafe for the latest
Lean Six Sigma news, easy ways to apply
Lean Six Sigma and interviews with process
improvement leaders like you!
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43. Success Story Webinar
Check out more success stories from Go-Getters just
like you at GoLeanSixSigma.com/Success
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44. Wonder Women of Quality
Join us each month as we highlight another unsung
hero of Quality!
GoLeanSixSigma.com/tag/wonder-women-of-quality/
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45. Questions?
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46. Thank You for Joining Us!
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contact@goleansixsigma.com
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templates, infographics and more!
@GoLeanSixSigma/company/GoLeanSixSigma-com /GoLeanSixSigma 46