Course
Objectives
Understand the definition and importance of coaching.
Develop techniques to increase coaching effectiveness.
Explore ways to handle difficult coaching sessions and
resistance.
Practice the application of coaching techniques on real-
life situations.
Course Approach
COACHING DIFFICULT
PREPARATION SCENARIOS
COACHING COACHING
AWARNESS CONDUCTION
2
Coaching Awareness
WHAT IS
COACHING?
Coaching Awareness
What is Coaching?
Form of Development
• Coaching is a form of development in which a person
called a coach supports a learner in achieving a specific
personal or professional goal by providing training and
guidance.
As a Process
• Coaching is a process that aims to improve
performance and focuses on the ‘here and now’ rather
than on the distant past or future.
Coaching Awareness
What to Coach?
Well, I know the NOT AGAIN, I don’t
solutions, but do not want to do it
What is MSV to know how to submit it
begin with?
Knowledge Skill Attitude
ACTIVITY
What are the
skills/competencies
of a good coach?
Activity Type Duration
Group Discussion 5 Minutes
7
Coaching Awareness
Skills Of A Good Coach
Active Listening Building Rapport
Asking Questions Giving Feedback
Goal Setting Demonstrates Empathy
8
Coaching Preparation
ACTIVITY
How do you
prepare for your
coaching session?
Activity Type Duration
Group Discussion 5 minutes
10
Coaching Preparation
Success starts with Proper Preparation
How to Prepare For a Coaching Session
Identifying topics and objectives
Points to be covered and root cause
Choose the best place
On-spot feedback
11
Coaching Conduction
Coaching Skills Inventory
A coaching assessment
& step by step meeting
model
Activity Type Duration
Self Assessment 10 Minutes
14
ACTIVITY
Watch the coaching video
(role play) and score each
item following the
coaching competencies
sheet.
Activity Type Media
Observe & Evaluate Coaching Video
15
COACHING CONDUCTION
Coaching Session Conduction
1 2 3 4 5 6
Opening the Getting Exploring Getting Handling Closing the
Meeting Agreement Alternatives Commitment Excuses Meeting
to Act
16
Coaching Conduction
Coaching Session Conduction
• State or restate the meeting purpose
• Refer in a friendly manner to a specific reason
1 for meeting
• Non evaluative / no accusatory way
Opening the
Meeting
• Be friendly and professional.
• Highlight benefits and
Impact.
• Look the positive and praise.
17
Coaching Conduction
Coaching Session Conduction
Specify Behavior
• Using numbers, cite specific examples of
2 employee’s behavior.
• Clarify performance expectations
Getting • Ask for agreement on issue
Agreement • Clarify Consequences
• Probing for employee understanding of
consequences
• Ensure understanding.
• Ask for agreement on issue • Set expectations.
• Use proper educational
tools.
18
Coaching Conduction
Coaching Session Conduction
React
• Acknowledge employee suggestions
3 • Discuss benefits and drawbacks
• Ask employee for other suggestions
Exploring
Alternatives Expand
• Offer suggestions
• Discuss benefits and drawbacks
• Identify the root cause and
discuss it.
• Be part of the solution.
19
Coaching Conduction
Coaching Session Conduction
Probe
• Encourage employees to talk by questions
4 • Open – cannot be answered by YES or NO
• Closed – use to get employees to focus on a
Getting
specific issue
Commitment to
Support
Act
• Agree and praise to reinforce what employee
says
• Give space for venting.
• Set SMART Targets.
20
Coaching Conduction
Coaching Session Conduction
• Use at point if necessary during the meeting
5 • Rephrase point
• Reword remark perceived
Handling
Excuses
• Set expectations.
• Use corrective actions.
21
Coaching Conduction
Coaching Session Conduction
Summarize
6 • Consolidate what was discussed
• Thank employee for contribution
CLOSING
• Let employee know you plan to follow up
THE
MEETING
• Close and motivate.
22
ACTIVITY
Check the scenario on
the card and role-play
a coaching session.
Activity Type # Rounds Duration
Role Play 2 20 Minutes
23
Post Course Assignment
Coaching meeting skills –
Improvement Goals
Analyze your coaching skills
inventory scores and create
an action plan
Assignment Type Deadline
Action Plan Graduation Day
24
ACTIVITY
Check the body
language cards and
identify the reasons
behind each one
Activity Type Duration
Interactive 20 Minutes
25
ACTIVITY
Check the role play
card & as a coach you
are ONLY allowed to
ask questions
Activity Type Duration
Role Play 15 Minutes
26
ACTION PLAN & HANDLING SKILLS
27
ACTION PLAN & HANDLING SKILLS
Action Plan & Follow Up
28
ACTIVITY
Use the below template
to create a SMART action
plan for VOC:
KPI Current KPI Problem Root Action Owner Timeline Measurement Commitment
Achievement Target ID Cause Method
29
DIFFICULT SCENARIOS
31
ACTION PLAN & HANDLING SKILLS
The shy or quiet participant
MIGHT ACT HOW TO DEAL WITH THEM
• Avoid eye contact • Don’t use a tone of blame
• Doesn’t adapt to change • Listen to them.
• Hesitant • Boost their overall ability to
• Tend to stay silent most of interact .
the time • Include them in more tasks
• Get stressed easily. rather than the daily
routine ones.
32
ACTION PLAN & HANDLING SKILLS
The know-it-all participant
MIGHT ACT HOW TO DEAL WITH THEM
• Poor listening skills • Avoid arguing
• Constantly arguing • Give constructive feedback
• High tendency to • Be understanding
condescending • Lead by example
• Ego-centric • Don’t take it personally
• Impulsivity
33
ACTION PLAN & HANDLING SKILLS
The unfocused participant
MIGHT ACT HOW TO DEAL WITH THEM
• Easily distracted • Be considerate
• Frequently moving or • Encourage them to provide
fidgeting their feedback
• Lack attention • Ask them for suggestions or
• Ask to repeat things that ideas for solving a problem
have been said already ` • Make your coaching session
interesting
34
ACTION PLAN & HANDLING SKILLS
The super-achiever participant
MIGHT ACT HOW TO DEAL WITH THEM
• Commitment • Demonstrate empathy
• Hunger for accomplishment • Provide continuous
/ Challenging feedback
• Self-motivated • Lead by example
• Focus on priorities • Avoid ego
• Confidence
35
ACTION PLAN & HANDLING SKILLS
The joker participant
MIGHT ACT HOW TO DEAL WITH THEM
• They joke a lot • Set boundaries
• They don’t stay focused for • Highlight benefits and
a long time importance
• Frequent interruptions • Don’t be afraid to be firm
• They like gossip
36
ACTION PLAN & HANDLING SKILLS
The argumentative participant
MIGHT ACT HOW TO DEAL WITH THEM
• They usually object • Offer alternatives
• Defensive • Get them involved
• Constant blamers • Agree on at least one point
• They usually give a lot of • Motivate
excuses • Ensure understanding
• Demotivated
37
Practice Makes Perfect
ACTIVITY
Coach
Coaching Triangle
1- Create your scenario
2- Coach
3- Get your feedback
Observer Coachee
Activity Type Duration
Roleplay 30 minutes
39
