Coaching effectiveness maximizing client engagement
•Download as PPTX, PDF•
1 like•1,588 views
Coaching Effectiveness: Maximizing Client and Employee Engagement Leveraging Coaching to drive productivity in an Enterprise Support Environment
Recommended
More Related Content
What's hot
What's hot (20)
Viewers also liked
Viewers also liked (9)
Similar to Coaching effectiveness maximizing client engagement
Similar to Coaching effectiveness maximizing client engagement (20)
More from Benjamin W. Jackson
More from Benjamin W. Jackson (6)
Recently uploaded
Recently uploaded (20)
Coaching effectiveness maximizing client engagement
- 1. Coaching Effectiveness: Maximizing Client Engagement GCO Learning & Development Contest Project Team: Chris Paizis, Eddie Sandoval, & Ben Jackson
- 2. Coaching & Customer Insights Coaching is unlocking and leveraging a person’s potential to maximize their performance LinkedIn Confidential ©2013 All Rights Reserved 2 From LinkedIn Learning & Development
- 3. Coaching & Customer Insights What are the obstacles to effective coaching? Resistance, which often occurs from misunderstanding How do we avoid this?
- 4. Coaching & Customer Insights Coaching requires an understanding of conversation types Types of Conversations A Common Reality at Work Relationship Building Relationship Mutual Building Understanding Mutual Understanding Action Action Possibility Possibility Engagement suffers when conversations happen out of order or are off-balance
- 6. Coaching & Customer Insights A Coaching Framework 1. Qualities 2. Models 3. Tools
- 7. Coaching & Customer Insights 1. The Qualities of a Coach Awareness Optimism Listening Empathy Trust in the Process
- 8. Coaching & Customer Insights 2. A Coaching Model for Engaging Conversations REALITY GOAL Mutual Understanding Shared Intentionality The GROW Model WILL OPTIONS Action Plan New Possibilities 8
- 9. Coaching & Customer Insights 3. Coaching Tools to Increase Engagement for All Stages of the Process Development Questions Connection to Long-term Goals Directing Statements Positive Recognition Transparency
- 10. The Approach
- 11. Coaching & Customer Insights Develop a Training Module Train Team Measure Impact
- 12. Results & Impact
- 13. 75% Percent of Responses Coaching & Customer Insights How valuable was this coaching session for you overall? 75% of participants rated the session as extremely valuable 25% 0 Not at all Valuable 1 2 3 4 5 6 Rating Scale (0-10) 7 8 9 10 Extremely Valuable
- 14. 75% Percent of Responses Coaching & Customer Insights How engaging was this coaching session? 100% of participants rated the session as highly engaging 25% 0 1 Not at all Engaging 2 3 4 5 6 Rating Scale (0-10) 7 8 9 10 Extremely Engaging
- 15. Percent of Responses Coaching & Customer Insights How valuable was this coaching session for you compared to previous coaching sessions? 50% Most importantly, 100% of participants rated the session as more valuable compared to previous sessions! 0 Much Less Valuable 1 2 3 4 5 6 Rating Scale (0-10) 25% 7 8 25% 9 10 Much More Valuable
- 16. Coaching & Customer Insights Qualitative Feedback Reps are now more engaged in the session. It’s a good two-way communication with this model. Transparent and systematic approach [was the greatest value add]. It helped me understand the reps needs in specific and provide them with multiple solutions.
- 17. Coaching & Customer Insights Next Steps Train Full Coaching Team Train Supervisors Train Mentors
- 18. Coaching & Customer Insights Grow a GCO Coaching Culture
Editor's Notes
- EMMA - Recap in definition and remind the group of how this is different from feedback.
- 20mins to explain model and demonstrate to the group. The GROW model is a tried and tested model developed by John Whitmore, and is very relevant to our environment here at LinkedIn. The model can be applied to a 5 min conversation or a 60 min conversation, with practice you’ll become more able navigate the different stages with greater flexibility. A strength of the grow model is that the coach doesn’t need to be an expert in the coachees specific situation in order to be able to coach him/her. Through applying the GROW model the coach provides a dynamic vehicle for the coachees development without needing offer advice or force a particular direction.GOAL: Establish rapport and agree specific goal. Set the coachee up to walk out of the session with a clear deliverable.Should include both a long term (vision) aspect and a short term goal for each session.What to you want to achieve?What will achieving that goal give you? Picture in your mind how things would be if you achieved that goal.How would you define success for this session? It’s important to help the coachee realize their degree of control or lack thereof with regard to the goal. They may need to redefine their goal. It’s also important to help the coachee refine their focus so that the goal is realistic and achievable. Coaching skills: Probing until the direction becomes clear.REALITY: What’s happening: Shed light on the situation and develop the coachees awareness.What’s been going on so far?What are some concrete examples of this problem?Coaching Skills: Question, summarize and reflect back what you’re hearing from the coachee.