1. Coaching For Results
A Skills Based Workshop By:A Skills Based Workshop By:
Donna Berry, CharlesDonna Berry, Charles
Caldwell, and Joe FehrmannCaldwell, and Joe Fehrmann
Facilitated by:Facilitated by:
Jason R. MurphyJason R. Murphy
Manager, Employee andManager, Employee and
Organizational DevelopmentOrganizational Development

2. Coaching For Results
Coaching DefinedCoaching Defined
The process used byThe process used by
individuals toindividuals to
empower employeesempower employees
to put forth their bestto put forth their best
efforts.efforts.

3. Coaching For Results
Module 2Module 2
CommunicationCommunication

4. Coaching For Results

5. Coaching For Results
ObjectivesObjectives
At the end of this module, participants willAt the end of this module, participants will
be able to:be able to:
1.1. Identify common listening errorsIdentify common listening errors
2.2. Ask open ended questionsAsk open ended questions
3.3. Demonstrate skill in the two keys toDemonstrate skill in the two keys to
effective listeningeffective listening

6. Coaching For Results
Listening ErrorsListening Errors
• InattentionInattention
• Early EvaluationEarly Evaluation
• Judging ValuesJudging Values
• Aggressive BehaviorAggressive Behavior
• DebatingDebating

7. Coaching For Results
Keys to Effective ListeningKeys to Effective Listening
• KEY ONE:KEY ONE:
ATTENTIONATTENTION
– PosturePosture
– Facial expressionsFacial expressions
– EyesEyes
– SoundsSounds

8. Coaching For Results
Keys to Effective ListeningKeys to Effective Listening
• Key Two:Key Two:
UnderstandingUnderstanding
– ParaphrasingParaphrasing
– ReflectingReflecting
– QuestionsQuestions
– AcknowledgingAcknowledging
EmotionEmotion

9. Coaching For Results
Module 6Module 6
Enabling EmployeesEnabling Employees
to Successto Success

10. Coaching For Results

11. Coaching For Results
ObjectivesObjectives
At the end of this module, participants willAt the end of this module, participants will
be able to:be able to:
1.1. Explain the two factors necessary forExplain the two factors necessary for
enablingenabling
2.2. Identify roadblocks to your employees’Identify roadblocks to your employees’
successsuccess
3.3. Describe resources needed to assist yourDescribe resources needed to assist your
employeesemployees

12. Coaching For Results
Enabling Is….Enabling Is….Enabling Is….Enabling Is….

13. Coaching For Results
Elements for EnablingElements for Enabling
Enabling Is….Enabling Is….
• RemovingRemoving roadblocksroadblocks that will preventthat will prevent
success.success.
• ProvidingProviding resourcesresources that will help ensurethat will help ensure
success.success.

14. Coaching For Results
Module 8Module 8
FeedbackFeedback

15. Coaching For Results

16. Coaching For Results
ObjectivesObjectives
At the end of this module, participants willAt the end of this module, participants will
be able to:be able to:
• Describe the importance of givingDescribe the importance of giving
feedbackfeedback
• Evaluate the feedback they gaveEvaluate the feedback they gave
• Provide positive feedbackProvide positive feedback
• Provide corrective feedbackProvide corrective feedback

17. Coaching For Results
Giving Positive FeedbackGiving Positive Feedback
Key Point:Key Point: Recognition StrengthensRecognition Strengthens
PerformancePerformance
BB== BBehaviorehavior
EE==EEffectffect
TT==TThank Youhank You

18. Coaching For Results
Giving Corrective FeedbackGiving Corrective Feedback
Goal:Goal: Eliminate behavior, keep theEliminate behavior, keep the
employeeemployee
BB==BBehaviorehavior
EE==EEffectffect
EE==EExpectationxpectation
RR==RResultesult

19. Coaching For Results
Module 9Module 9
The CoachingThe Coaching
ModelModel

20. Coaching For Results

21. Coaching For Results
ObjectivesObjectives
At the end of this module, participants willAt the end of this module, participants will
be able to:be able to:
• Describe the four-step coaching modelDescribe the four-step coaching model
• Apply the model in a role-playApply the model in a role-play
• Develop a plan for using the modelDevelop a plan for using the model

22. Coaching For Results
The Coaching ModelThe Coaching Model
• Get the agreementGet the agreement
• Decide on a solutionDecide on a solution
• Follow upFollow up
• Give recognition when the problem isGive recognition when the problem is
solvedsolved

23. Coaching For Results
Module 10Module 10
Motivation andMotivation and
MoraleMorale

24. Coaching For Results

25. Coaching For Results
ObjectivesObjectives
At the end of this module, participants willAt the end of this module, participants will
be able to:be able to:
• Describe the basic, needs of employeesDescribe the basic, needs of employees
• ListList fourfour ways to improveways to improve moralemorale
• Identify several methods toIdentify several methods to recognizerecognize
employee performanceemployee performance

26. Coaching For Results
Maslow’s Hierarchy ofMaslow’s Hierarchy of
NeedsNeeds
Self-Actualization
Esteem
Social Needs
Safety Needs
Physiological Needs

27. Coaching For Results
Herzberg’s FactorsHerzberg’s Factors
• Hygiene FactorsHygiene Factors
– Comfort and SafetyComfort and Safety
• SatisfiersSatisfiers
– Personal Growth and DevelopmentPersonal Growth and Development

28. Coaching For Results
McGregor’s X,YMcGregor’s X,Y
• X=lazy, avoid work and responsibilityX=lazy, avoid work and responsibility
• Y=seek responsibility and involvementY=seek responsibility and involvement

29. Coaching For Results
B.F. SkinnerB.F. Skinner
• Rewarded behaviorRewarded behavior
– Tends to be repeatedTends to be repeated
• PunishmentPunishment
– Discourages unacceptableDiscourages unacceptable
• Neutral (ignoring behavior)Neutral (ignoring behavior)
– Indicates the behavior doesn’t matterIndicates the behavior doesn’t matter

30. Coaching For Results
Improving MoraleImproving Morale
• Keep communicationKeep communication
open and freeopen and free
• Maintain a positiveMaintain a positive
attitude yourselfattitude yourself
• Listen and encourageListen and encourage
feedbackfeedback
• Help employeesHelp employees
achieve their goalsachieve their goals

31. Coaching For Results
Module 11Module 11
Types ofTypes of
EmployeesEmployees

32. Coaching For Results

33. Coaching For Results
ObjectivesObjectives
Upon completion of this module,Upon completion of this module,
participants will be able to:participants will be able to:
– Recognized employee growth stageRecognized employee growth stage behaviorsbehaviors
– AdjustAdjust leadershipleadership style to meet the needs ofstyle to meet the needs of
the employees growth stagethe employees growth stage

34. Coaching For Results
Employee Growth StagesEmployee Growth Stages
NewNew
EmployeeEmployee
• VeryVery
enthusiasticenthusiastic
• In need ofIn need of
training andtraining and
orientationorientation
SkilledSkilled
WorkerWorker
• VeryVery
capablecapable
• AttitudeAttitude
variesvaries
• Can be aCan be a
problemproblem
employeeemployee
HighHigh
PerformerPerformer
• CompetentCompetent
andand
CommittedCommitted
TraineeTrainee
• BecomingBecoming
skilledskilled
• FrustratedFrustrated
withwith
inability toinability to
be morebe more
involvedinvolved

35. Coaching For Results
Leadership StylesLeadership Styles
DirectorDirector
• SupervisesSupervises
closelyclosely
• TrainsTrains
• One-WayOne-Way
communiccommunic
atorator
SupporterSupporter
• CoachesCoaches
• EncouragesEncourages
• Two-wayTwo-way
communicatorcommunicator
DelegatorDelegator
• Hands-offHands-off
mentormentor
stylestyle
• LetsLets
workerworker
alonealone
• ListensListens
CoachCoach
• CoachesCoaches
• TrainsTrains
• MoreMore
supportivesupportive
• Two-wayTwo-way
communicatorcommunicator

36. Coaching For Results
Employee’s Needs forEmployee’s Needs for
LeadershipLeadership
TraineeNew Employee Skilled Worker High Performer
Director Coach Supporter Delegator
Leadership StyleLeadership Style
Employee StageEmployee Stage