Coaching to WIN BIG:

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Coaching to WIN BIG

• Simple and effective ways to get the BEST out of
  your employees

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Agenda

• Business Case
• What is Coaching?
• When and When Not to Coach
• Questions
• Coaching to WIN BIG
• Tips on Coaching Effectively
• QA

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Employee Concerns
What of the following is your biggest concern
when dealing with employees A - Teaching them
how to do their job B - Getting them committed to
doing a good job C - Getting consistent,
high-level performance D - Keeping them
motivated E - Keeping them focused in the right
areas
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The Business Case

• It is a managers job to
• develop employees so they
• can be successful
• in a way that impacts the bottom line.
• They must also
• work to retain their employees
• to save the company money
• and retain knowledge and skill
• that will increase the organizations success.

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Pop Quiz
What is the number one reason employees leave
their jobs? A - Better pay elsewhere B - Unhappy
with the organization/company C - Bad
relationship with manager D - Want the
opportunity to advance and develop E - People
need a change every few years
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Pop Quiz

• How much does it cost an organization when they
  lose an employee?
• A - Six months salary
• B - Nine months salary
• C - One years salary
• D - Two years salary
• E - Three years salary

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Why coach?

• Employees look to managers for development.
• If they dont get it, they leave the manager.
• Each time that happens, it costs big money.
• So, managers have a responsibility to develop
  talent.
• Developing employees happens by focusing on
  Aptitude and Attitude.
• Attitude is best developed through coaching,
  which involves helping another person gain the
  confidence, motivation and drive to complete the
  task at hand.

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The Success Equation
Available Resources
Level of Success
Attitude
Aptitude



the know-how, skills, and capacity to complete
the task at hand
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The Success Equation
Available Resources
Level of Success
Attitude
Aptitude



the drive, confidence, focus, and determination
to complete the task at hand
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The Success Equation
Available Resources
Level of Success
Attitude
Aptitude



the tools, equipment, and time to complete the
task at hand
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The Success Equation
Available Resources
Level of Success
Attitude
Aptitude



Low Medium High
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The Success Equation
Available Resources
Level of Success
Attitude


Aptitude

Low Medium High

• Know-How
• Skills
• Ability

• Drive
• Confidence
• Focus
• Enthusiasm

• Tools
• Equipment
• Time

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The Success Equation
Available Resources
Level of Success
Attitude


Aptitude

Low Medium High

• Know-How
• Skills
• Ability

• Drive
• Confidence
• Focus
• Enthusiasm

• Tools
• Equipment
• Time

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The Success Equation
Available Resources
Level of Success
Attitude


Aptitude

Low Medium High

• Know-How
• Skills
• Ability

• Drive
• Confidence
• Focus
• Enthusiasm

• Tools
• Equipment
• Time

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The Success Equation
Available Resources
Level of Success
Attitude


Aptitude

Low Medium High

• Know-How
• Skills
• Ability

• Drive
• Confidence
• Focus
• Enthusiasm

• Tools
• Equipment
• Time

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The Success Equation
Available Resources
Level of Success
Attitude


Aptitude

Low Medium High

• Know-How
• Skills
• Ability

• Drive
• Confidence
• Focus
• Enthusiasm

• Tools
• Equipment
• Time

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The Success Equation
Available Resources
Level of Success
Aptitude
Attitude



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• Which of the following do your employees spend
  the majority of their time struggling with?
• A - Dealing with difficult customers or coworkers
• B - Frustrated by changes in the workplace
• C - Not knowing how to do their job
• D - Too many things on their plate
• E - Worrying about job security

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• Most employee problems have to
• do with issues of Attitudenot Aptitude

outlook
ENERGY
buoyancy
confidence
motivation
attitude
DRIVE
chutzpah
FOCUS
determination
grit
ENTHUSIASM
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What is Coaching?

• Just one tool
• Used when employees have the skills but
  something else is in the way of success

Attitude
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Our definition of Coaching

• A coach is someone who helps another person reach
  higher levels of effectiveness by creating a
  dialogue that leads to awareness and action.

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A coach is someone who
has concern for another person
and wants to see them be better in all areas of
their work, so they engage the person by
asking questions, listening, and being supportive
in a way that helps the person discover for
themselves the ways in which their Attitude is
hindering their Level of Success so that the
person can do something differently to be more
effective in all areas of their work and life
helps another person reach higher levels of
effectiveness by creating a dialogue that
leads to awareness and action.
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When and When Not to Coach

• Employees struggle in three areas

Teach
Coach
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Million-Dollar Question
Is this about
Aptitude
TEACH
or
Attitude?
COACH
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Case 1 - Laura

• Technically, Lauras one of the best
• Valuable member of many project teams
• Decide to let her be team lead
• You attend first two briefing meetings
• Terrible late, unorganized, not prepared
  acted like someone else should be in charge

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Case 2 - Thom

• Thom is strong, solid operations employee
• Reliable, causes no waves
• Quiet, but when he talks, people listen
• Sue is strong program person
• Shes bit of a bulldozer, and late with crucial
  info
• You tell Thom to follow up
• He asks others to pass messages along, but
  doesnt talk to her about it

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Million-Dollar Question
Is this about
Aptitude
TEACH
or
Attitude?
COACH
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Spot-Light Coaching

• Randomly selected for observation
• 2 minutes to read background
• 7 minutes of Coaching
• 10 minutes of critique from class

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• To impact Attitude
• Just Ask, Dont Tell!

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A Coach
has concern for another person
and wants to see them be better in all areas of
their work, so they
helps another person reach higher levels of
effectiveness
engage the person by asking questions, listening,
and being supportive in a way
by creating a dialogue
that helps the person discover for themselves the
ways in which their Attitude is hindering their
Level of Success so that the person can do
something differently to be more effective in
all areas of their work and life
that leads to awareness and action.
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has concern for another person
and wants to see them be better in all areas of
their work, so they
helps another person reach higher levels of
effectiveness
Asking Questions
Asking Questions
Asking Questions
Asking Questions
Asking Questions
engage the person by asking questions, listening,
and being supportive in a way
by creating a dialogue
Dialogue
Listening
Being Supportive
Listening
Dialogue
Dialogue
Listening
that helps the person discover for themselves the
ways in which their Attitude is hindering their
Level of Success so that the person can do
something differently to be more effective in
all areas of their work and life
Listening
Being Supportive
Dialogue
Listening
that leads to awareness and action.
Dialogue
Being Supportive
Being Supportive
Being Supportive
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Coaching Questions

• A coaching dialogue is different because of
• The amount of questions
• The type of questions
• The intent of the questions

Lots - not telling asking, and listening
Open, Forward-Focused, Expansive
Growth, development, success, concern
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Tips for Good Questions

• Keep them
• Open
• Advice-Free
• Short and Stupid
• Thought-Provoking
• Forward-Focused

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Keep them Open

• Require elaboration and sharing of information
• Avoid will, did, have, why
• Use what, who, and how

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Keep them Open
Will the project be done on time?
What might stand in the way of meeting the
deadline?
Did you check all of the requirements?
Which of the requirements concerns you the most?
How will you go about bringing everyone up to
speed about the changes?
Have you notified Sarah about the changes?
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Managers are good at
Advice and Fixing It
Dont Fix Attitude
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Keep them Advice-Free

• Advice disguised as a question is advice.

Why dont you?
Have you tried?
What if you.?
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Staying Curious And Really Listening are
The Key to Coaching
Is Not Asking Magnificently Complex Questions
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Keep them Short Stupid

• 5-10 words!!!

In the end, if it could go perfectly in your
mind, how would it have to work out for you to
feel like you had done what you needed to do?
What do you want?
So tell me how you see that working out and what
kind of impact it will have on the project and
everyone on your team?
What will that get you?
Are you letting your concern over the numbers
outweigh the desire to for a strong team, or
are you anxious about getting a good start
before years end?
Whats stopping you?
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Keep them Thought-Provoking
Help them think Bigger Differently Deeper By
asking questions that are Curious Collaborative Ca
ring Courageous Candor - Filled
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Keep them Forward-Focused
Avoid the he-said-she-said and the
what-happened-next to keep them moving forward to
create action

• How do you want it to go in the future?
• Whats the win-win solution?
• Where havent you looked for a solution?
• How would it look if it was going perfectly?

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Questions Activity

• 1 minute set-up
• 3 minutes of questions
• 1 minute debrief

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Coaching is more than asking questions Set
process with set goal Build Awareness and Move
to Action
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outlook
ENERGY
buoyancy
confidence
motivation
attitude
DRIVE
chutzpah
FOCUS
determination
grit
ENTHUSIASM
Whats going on?
What will you do about it?
Awareness
Action
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How to Coach and WIN BIG
Stage of Process Guiding Questions
Is this about Aptitude? Is this about
Attitude? Is this about Available Resources?
Determine Coachability
Whats really going on? What does the employee
want?
Build Awareness
What will they do about it? How will I know?
Move to Action
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How to Coach and WIN BIG
W onder about root cause I nvestigate wants N
ame Possibilities
B uild a plan I nsure action G ive affirmation
Move to Action
Build Awareness
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Wonder about Root Cause

• Discovery
• Dont fix the symptom, search for the real
  problem

• Types of questions for Wondering about Root
  Cause
• How does that really impact you?
• If this was a TV show, what would you says going
  on?
• Whats the main obstacle getting in the way here?
• Whats underneath all of this?
• Which of your buttons are really getting pushed
  here?

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Investigate Wants

• Visioning
• Get them clear on what they really want
• and theyll get it

• Types of questions for Investigating Wants
• What do you want?
• How do you want people to describe you as you
  resolve this?
• What would success look like?
• If you could re-create the scene, how would you
  want it to look?
• What does that look like?

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Name Possibilities

• Which possibility gets you closest to what you
  want?
• What possibility is your favorite? What would
  that get you?

• Problem Solving
• Begin by brainstorming possibilities
• end by narrowing to a solution

• Types of questions for Naming Possibilities
• What does the 85-year-old you say to do?
• What are some ways to make that happen?
• What do you have to do to get where you want to
  go?
• How would Madonna tell you to solve the problem?
• What would it take to work this out?
• -----then----

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Build a Plan

• Action
• Help them devise a plan that gets them where they
  want to go

• Types of questions for Building a Plan
• What are you going to do?
• What steps do you have to take to get there?
• What will you have to say, no to?
• When will you do that?
• Who do you need to bring into the process?

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Insure Action

• Accountability
• Make sure that they dont get
• sucked back into the black hole

• Types of questions for Insuring Action
• How will I know?
• When will you let me know how it goes?
• How much time do you need before checking back?
• How will I know if you need a nudge?
• Whats the best way for you to circle back to me?
• What should I do if you dont get back to me?

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Give Affirmation

• Validation
• Acknowledge the work - validate strengths and
  plans
• You can Give Affirmation at any point in the
  process!

• Types of statements that Give Affirmation
• You know, youre really stepping up to the plate.
  It takes a courage to look at yourself to see
  how you can be more effective. Its a sign of a
  real leader.
• I have no doubt you can do this. Youre
  determined and persistent. I know theres a lot
  to this, but your energy is contagious and
  others are going to get on board.

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How to Coach and WIN BIG
W onder about root cause I nvestigate wants N
ame Possibilities
B uild a plan I nsure action G ive affirmation
Move to Action
Build Awareness
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How to Coach and WIN BIG

• Which stage is most natural for you?
• Which one comes least naturally?

W onder about root cause I nvestigate wants N
ame Possibilities
B uild a plan I nsure action G ive affirmation
Move to Action
Build Awareness
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Coaching Tenets

• Dont Know and Dont Fix It
• Be Unattached
• Validate

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Questions Answers
Learn more about Coaching in our new book!
named Book of the Month for April 2008 by the
American Management Association
Available in stores and online or get a signed
copy at www.riverstoneendeavors.com
Find out more about our interactive seminars for
managers at www.riverstoneendeavors.com/course1.ht
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