The nine most terrifying words an employee can hear are, "I'm your coach and I'm here to help you."
Front-line employees dread these words because they know what's coming. It will be a one-sided conversation in which their well-intentioned supervisor will proceed to point out a list of things they did wrong ("opportunities for improvement") when dealing with a customer.
Over the years I've listened to hundreds of supervisors share their frustration with the coaching process. Often they are mystified. They cannot understand why, after repeatedly telling their employees what behavior changes they want them to make, weeks go by and nothing changes. Cajoling doesn't work. Threats fall on deaf ears. Supervisors wonder if their people are actually hearing what they are telling them.
I would ask the supervisors to think back to the words they used to describe what they did in their coaching sessions. I could see the light bulbs go on. The operative word was "tell." This became was one of those Aha! moments.
Six Secrets to Better Coaching
1. Start with the right intention.
The days of using a "command and control" or the "tell" approach are long gone. You will get much better results if you view your role as helping each employee discover for themselves what they they can do differently - and what they are doing particularly well.
2. Give your people some credit.
Telling someone what they already know they could have done differently during an exchange with a customer can be downright insulting. Most of the time they realize they made an error.
3. Stifle yourself.
Have a SODA. Stop for millisecond before speaking (this is the hardest part!). Observe the situation for what it is - you are there to help the person discover what they could improve upon. Decide and commit to taking a more consultative approach. Act. Follow through by asking the right questions to help the person find their own answers.
4. Ask not tell.
This is the key to being a more effective coach. Get in the habit of asking open-ended, discovery questions. You can't miss by starting your sentences with: "Who, What, Where, When, How, Why." "How did you think that went? If you had the chance to do this over again, what would you do differently?
5. Look for the Aha! moment.
You know that your coaching session is successful when the person critiques their behavior and comes to the same conclusions that you did. If they don't see the problem, that is the time to give them feedback.
6. End with with a 2 to 1.
Leave every coaching session on a positive note. You should have agreed on 2 things he or she did particularly well and should keep doing and 1 specific behavior they intend to change.
I guarantee that when you integrate these ideas into your personal coaching style, you'll get much better results and instead of your employees cringing when you sit down to coach you will get a big ol' smile.
Be happy. Have great week - and if you live in the US have a terrific Labor Day holiday.