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Feedback & Coaching

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by

Erik Fenton

on 24 May 2016

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Transcript of Feedback & Coaching

Is Coaching part of your
job description?
Even the fastest man on earth needs feedback and coaching!
Feedback & Coaching
What is Coaching ?
Call Strategy (Ulysses Learning):

1. Acknowledge the customer (issue/emotion).
2. Gain control with an "I can" statement.
3. Transition to a probing statement.
4. Probe with situation, issue, and validation questions.
5. Provide a solution with options.
6. Gain acceptance.
7. Recap and provide next steps.
8. Ask, "Is there anything else?"
Consultative Skills
Coaching is an
interactive
, structured
conversation
between the coach and learner, whereby the coach
empowers
the learner to

perform
or
improve
on a
learned skill.
It is!!!
What is Feedback?
Feedback is

data

or

facts

provided to make an employee aware of the

impact

of his/her

skills

and

behaviors

on others, and is an essential part
of coaching.
Objectives
Match feedback/coaching descriptions with appropriate technique
Identify techniques used correctly, incorrectly, or not at all
Match feedback/coaching scenarios to techniques accordingly
Demonstrate steps for providing feedback/coaching via action plan
Identify techniques to use in role play scenarios
Feedback
Coaching
Can increase self awareness
Focused on past behavior
Reactive to a situation
Usually one-way communication
Advice oriented
Get receiver to act a certain way
Focused on data and information
Telling
Controlled by giver
Describes consequences
Requires minimal training and skill
Something managers must do
Does not impact performance
Increases the likelihood of change
Focused on future behavior
Proactive to obtain a developmental goal
Only effective as two-way dialog
Inquiry oriented
Goal is to get recipient to explore options
Focused on unlocking potential
Engaging
Controlled by receiver
Explores alternatives
Requires training and specialized skills
Something direct reports must want
Can impact performance
Major Differences
CMTM (CareFirst Metrics That Matter Questions):

1. Is this your first time calling about this issue/concern?
(This should be asked in "CHILL" portion of call.)

2. Did I resolve your issue/concern today?
(This should be asked in "SATISFY" portion of call.)

3. Is there anything else I can assist you with today?
(This should be asked in "SATISFY" portion of call.)
531 Auditing – Top 4:

1. Ulysses Call Strategy

2. CMTM (CareFirst Metrics That Matter)

3. HIPAA Verification

4. Documentation

"People who feel good about themselves produce good results."
1. Tell the employee that you are going to
talk
to them about their
performance
.

2. Provide
praise first
. Everyone does something well.

3.
Be specific
when you are providing praise (i.e. "You did a great job using an 'I can' statement in your opening.").

4. Tell the employee how their
performance benefits
them, you, their customers, their team, and the organization.

5.
Pause
and allow the employee to
synthesize
what you have said and give them time to
respond
.
"Clearly the number one motivator of people is feedback on results."
1. After providing
praise
, tell them you are going to give
feedback
.

2. Ask them
how they felt
about their performance -
self coaching
is an effective tool for providing feedback and correcting behavior.

3. Identify additional
behaviors
that need
correcting
.

4.
Be specific
when you are correcting behavior (i.e. "You did not use an 'I can' statement in your opening.").

5. Ask the employee to
explain why
it is important to
correct the behavior
and confirm if accurate.
6.
Reiterate
the behavior that was
incorrect
(i.e. "An 'I can' statement is important to setting the proper tone with the customer.")

7. Offer the employee a chance to
demonstrate
the
correct behavior
(i.e. role play or demonstrate the steps to be taken while you observe).

8.
Reaffirm
that the
employee is valuable
and that their
performance is of value
to you, their customers, the team, and the organization.
"80% of your really important results will come from 20% of your goals."
1. After providing
feedback
, including
praise
, correcting behavior, and
identifying missed opportunities
, you will
work together
to devise a follow-up plan.

2.
Discuss
the
specific

behaviors
or
missed opportunities
that will be reviewed at the end of the follow-up plan.

3. Manager and employee should discuss possible
follow-up plans
based on
behaviors
that
need correcting
(see Coaching Checklist).

4. Employee will
write their goals
for the follow-up plan and
email
to their
manager
within
one day.


5. Manager will
approve the follow-up plan
and
work with employee
as outlined in the plan (i.e. y-connects, remote monitoring, role play, etc.).

6. Manager will
review
the follow-up plan and
discuss progress
during 1-on-1 meetings for duration of the follow-up plan.

7. Manager will follow the steps for
providing praise
and
correcting behaviors
throughout the duration of the follow-up plan.

8. At the end of the follow-up plan, manager and employee will
assess the behaviors
identified in the plan to
determine next steps
(i.e. additional time is needed, employee successfully completed plan).
What is Mentoring?
Mentoring
focuses on the
individual
and the conversation transcends more broadly into the
general work life
. This means the interaction can be more
philosophical
and more focused on
attitudes
and
behaviors
than on specific skills.
"Attitude is everything!"
How to Identify a Leader
Honesty
Self-confidence
Consistency
Creativity
Intelligent
Diversified
Takes risks
Persistence
Adaptability
Willingness to sacrifice
Any
Questions?
?
?
?
?
?
Full transcript