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PROFESSIONAL
GROWTH |
7
Steps to Effectively Coach an
Employee for Results
By Cathy Liska, CCF Master Coach |
Have you
ever been faced with the challenge of
addressing a problem with an employee? If you knew
an effective approach would the process be easier?
You can effectively address problem behaviors or sub-par performance
with employees.
Before starting, consider your goals for the
conversation. Each time I have the same three goals:
1) Have the employee identify the problem.
2) Have the employee determine solutions and action
steps.
3) Have the employee tell me what happens if they do
not change.
Knowing my plan in advance ensures I am focused and ready.
Key to the outcome is ownership and buy-in on the
part of the employee. During each step, give the
employee ownership through questions. The process
and the language make a difference in terms of impact.
One-on-One Coaching/Mentoring with an Employee
1. Prepare in Advance
a. Gather documentation on the problem
b. Have all forms and paperwork ready
c. Think through desired outcome
2. Start with an overview of positives, then ask the
employee what concerns might need discussing.
a. If they cannot or will not identify the problem, say “Sometimes I receive complaints” or “Sometimes
I notice” then state the issue.
b. Ask them to tell you what they know about it. (Always find
out what they know before continuing.)
3. Discuss the impact – Ask Questions
a. How does this affect your job performance?
b. How does this affect your co-workers?
c. How does this affect the department and company?
4. Consider multiple solutions – ask them to give
ideas
a. Have the employee generate several options.
b. Have the employee determine which solution to use.
c. Ask questions to give perspective as needed.
5.Employee lists their action steps and a timeline
a. Have the employee write out their action steps and
timeline during this session.
b. Make a photocopy before they leave.
6. Employee can consider possible outcomes
a. Ask the employee what happens if they do not
correct the problem.
b. If they do not know, ask them to look up the
Disciplinary Action Policy in the Employee Manual.
7. Close with:
a. I respect your willingness to discuss this.
b. I am glad to see you know you can do it.
c. I am backing you up on that.
Example – Larry & Cathy
Cathy: Larry, what concerns do you have while
working?
Larry: I think things are going just fine.
Cathy: Larry, sometimes I receive complaints that you
are rude to customers. Tell me what you know
about that.
Larry: Well, not really rude. I might get short… I
guess I can see that it might seem rude.
Cathy: How does that affect your performance
review?
Larry: Oh. It can’t be good.
Cathy: How does it affect your co-workers?
Larry: Do the customers get mad at them? Oh.
Cathy: How does it affect the company?
Larry: I guess we could lose customers.
Cathy: What could you do to fix the problem?
Larry: I could try to be patient.
Cathy: What specifically can you do to make sure it
works? How about writing down specific actions for
yourself.
Larry: OK. Well, I will count to ten. I will ask them
questions. I will smile. I will post a reminder to
myself behind the counter too.
Cathy: Larry, what happens if you don’t follow-
through with these actions?
Larry: I don’t know.
Cathy: Here is the employee manual. What does it tell you?
Larry: Is this my verbal warning? Then a written
warning.
Cathy: What happens after that?
Larry: A performance improvement plan.
Cathy: What would be next?
Larry: Oh – termination.
Cathy: OK. Larry, we have talked quite a bit. I need
you to write me a memo, tell me what we
discussed, and bring it to me tomorrow at 2.
Larry: I don’t want to write a memo about this.
Cathy: Larry, the memo has to be written. If I do it
you may not like how I state the problem. The
option I am giving you means you can write it with a
focus on your positive actions. Which do you
prefer?
Larry: I guess I will write it.
Cathy: Larry, I respect your willingness to talk about
this. I am glad to see you know you can do it. I am
backing you up on it.
Larry: Thanks.
To follow the process, have the steps listed above
inside the cover of a notebook binder or on your
monitor screen so that you can follow it.
A CCF Certified coach with 20 years of experience
in business ownership, training, management and coaching,
Cathy Liska focuses on how each individual can reach their
own level of success. Her client areas of interest include
communication, relationships, career growth, work/life
balance, and presentation skills. “Serving you is my passion!
I look forward to sharing my insight, experience, positive
attitude and the information that I know will help you build
the life you have been visualizing!” Cathy is responsible
for overseeing our programs in both
South and North Carolina, Minnesota, Ohio and Wisconsin.
Cathy@CertifiedCoachesFederation.com |
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