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Communication and Coaching_What Works at Work

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Amy Christensen

on 6 May 2010

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Transcript of Communication and Coaching_What Works at Work

Communication 1. The act or process of communicating; fact of being communicated
2. The imparting or interchange of thoughts, opinions, or information by speech, writing or signs
3. Something imparted, interchanged or transmitted
4. A document or message imparting news, views, information, etc. Good Communicator Poor Communicator Methods Processes misunderstood
not heard As a Sender:
Clear & Complete
Encode Messages for understanding
Appropriate Medium
Avoid Filtering
Ensure Feedback
Provide Accurate Information

As a Receiver:
Pay Attention
Be a Good Listener
Be Empathetic
Understand Individual Styles

Managers as Communicators Listening Hearing can you hear me NOW! How to be an ACTIVE Listerner
Set the Stage
Ensure mutal understanding
Understand body language
Suspend judgment

Behaviors that hinder effective listening
Act distracted
Tell you own story
Give no response
Invalidate responses, be negative
Criticize Questioning Who, When, Which What
Help me understand Coaching Do Nothing Self Correcting Persuading Group Grope Announcing Replacing 5 Steps to Coaching Step 1 - Discuss & Agree a Problem Exists
Step 2 - Discuss Possible Causes
Step 3 - Select the Best Possible Solution
Step 4 - Discuss Ways to Use Solution - The Plan
Step 5 - Observe & Provide Feedback
The Problem/Situation Analysis

Describe the behaviors
What is the effect on the team
What is the effect on the individual
Describe your approach
Anticipate reponse
Active listening response Approach

Define the real problem
What has/is happening
What is the desired behavior
What are the possible causes
What are the possible solutions (and their risks)
What is the best alternative Style Creators
Enthusiastic, excitement driven
Like public speaking and attention
May be too talkative
Persuasive and optimistic
Good sense of humor
Can be impulsive, make snap decisions
Have problems following through with an idea
Results oriented
Very verbal
Excellent problem solver
Risk taker
Can be arrogant and domineering
Can be poor listener and impatient

Detail oriented
Can be slow decision makers
Like rules and predictability
Lowest risk taker
Can be rigid, overly serious and indecisive

People oriented
Believe there is more than one method to achieve the same results
Demand a voice in decisions that affect them
Place a high premium on relationships
Can be slow decision makers
Don’t delegate well
Seek security; don’t take risks

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