These days, coaching isn't only the responsibility of the manager. Any team member may be called upon to coach a coworker. This video walks viewers through the practical steps to increasing success for coaches and learners in any organization. You'll visit an accounting office, a government agency, and a service center as workers resist and stumble through the coaching process, finally learning to create positive outcomes.
This highly effective training tool explores the perspective of both coach and learner. You will watch purchasing administrator Wes try to move Peggy from one-on-one vendor ordering to an online purchasing system. His incomplete coaching results in an ordering snafu on Peggy's part. Ultimately they learn to work together to make the coaching process successful.
In the state's unemployment department, supervisor Michelle enlists Hal to help a coworker with his customer service skills and compliance with the Workforce Investment Act. Hal's not too keen on losing his own time at his window, but in the end sees that teaching Arnold what he has learned over the years not only increases his coworker's skills, but improves the entire agency's productivity and service to the public.
At the service center, veteran service representative Todd is none too pleased to have a freshman rep assigned to coach him on calls. His defensiveness and stubbornness make it difficult for him to take Vicki's suggestions but Vicki's coaching allows him to see how his technical proficiency could be balanced with a greater sensitivity toward client needs.
You will watch the evolution of these encounters, skipping from one scenario to the next as each pair illustrates the coaching skills necessary for success. These skills include five steps for effective coaching: prepare the learner, demonstrate for the learner the skills desired, establish and maintain a positive coaching atmosphere, let the learner perform his/her newly learned skills, and follow up.
Key Learning Points
- Understand the value of coaching in the context of meeting team goals
- Recognize that any team member can be called upon to coach another
- Understand and use the five steps to creating a positive coaching experience
- Recognize potential barriers and devise strategies for overcoming those barriers
- Take a more active role in coaching others
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Length: 18 minutes
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