10 Tips for Coaching Excellence 
 by Rich Meiss, Bob Pike Group Senior Consultant

Try this exercise with me so that I can make a key point about coaching: 

Raise your right hand.  Now, pat the top of your head with your hand.  Now, put your hand on your right ear. Now touch your nose. Now touch your chin.  Now put your hand down. 

Were you able to easily comply with my instructions?

When I do this exercise in a seminar, I find I usually get 100% compliance!  Everyone in the group is able to follow my directions.  And then I ask the key question:  "Why were you able to comply with my directions?"  After a few moments, participants begin to share their answers:  "Because you were clear with your directions."  "Because we know the difference between our right and left hand."  "Because we all know what a hand, ear, nose and chin are".  And of course, all those are the right answers.

The point that I make is that to be effective in coaching people, we have to start with some common language and definitions.  I then ask these questions:

• "What is the definition of ‘good' customer service?"

• "What does it mean to put in a ‘good' days work?"

• "What does being ‘on time' really mean?"

• "Does everyone in your organization share the same language and definition around these important concepts?"

Unfortunately, the answer to that last question is NO.  Because people were raised differently, have different values, and have unique life experiences, each of us has our own definition around those concepts.  For example, some people believe that to be "on time", they need to arrive at least 15 minutes early.  Others believe that 8 o'clock means 8 o'clock.  And still others believe that 8 o'clock means that as long as I get there by 8:15 I will be OK.

The most important lesson I've learned about coaching is that the coach (manager, parent, teacher, etc.) needs to be clear about what his/her standards are.  What does "good" look like?  What does "being on time" really mean?  What is the definition of an "acceptable day's work?"  

When you have an employee who is not performing up to the standards, the first question to ask yourself is:  "Have I shared with him/her what the standards are - have I defined what "good" looks like?"  Let's say that Joe is coming into his job at the call center and getting to his station anywhere between 8:10 and 8:20, when the expected standard is to work from 8:00 to 4:30.   An effective coach will recognize that Joe may need some clarification around the standards of being "on time".  He or she will talk to Joe and say:  "Joe, I need to speak with you about something. Do you have a couple of minutes?  (Wait for response.)  There are times when you are getting to your desk from 10-20 minutes after our announced start time.  I need you to be at your desk, ready to take your first call at 8 AM, every day.  That's what we expect here at XYZ Corporation.  Could you please make that a priority for me?  (Wait for response.)  Thanks, Joe - you're an important member of this team, and I look forward to seeing you at your desk, ready to take calls at 8 AM each morning."

This idea has become my most important learning in coaching people.  Until we define what "good" looks like, it is impossible for people to know if they are operating according to our standards.  As we teach in our Coaching for Success program, "if you don't have a goal, you are not coaching, you are meddling!"  Good coaches clearly define the vision, values, goals and standards of the project first, in order to coach effectively.

 Take the following survey by answering yes or no to these questions.  If your answer to two or more questions is "no", please call the Bob Pike Group at 1-800-383-9210 for some help on turning your managers into effective coaches.  Ask about our "Coaching for Success" program.

                                                                     Coaching Survey

1.  Our managers know the difference between coaching and managing?
2. Our coaches/managers know how to confront poor performance?
3. We do a good job of recognizing excellent performance - and we know how to acknowledge it correctly?
   
4. Our coaches/managers have a plan to effectively facilitate and resolve conflict between employees?
5. We understand the five key roles of coaches and how to carry them out?

 Happy Coaching!

Meiss Education Institute, 2009.  All rights reserved.  www.BobPikeGroup.com