mod 5 coaching skills nt_lb_6_2-_14

Coaching SkillsCoaching Skills

Coaching Skills Include –

ListeningBody Language

Questions

Listening

Just how good are you at listening?

Listening

On the average, people are only about 25% effective as listeners

Listen for:

• What is behind the words.

• What is the other person’s point of view

• All the things that might be in a person’s life or from the context of his/her life that might “shape” meaning

Listening

v1.4

Listening Skills

Rules for listening:

• Use body language to show interest• Avoid distractions• Don’t interrupt• Listen with empathy and openness• Use active listening techniques

Listen Question Reflect and paraphrase

Components of PowerfulListening

• Set your own agenda aside.

• Say what you heard to verify.

• Avoid making quick assumptions.

• Avoid deciding what you will say in response while the individual is still talking.

Listening Through Filters

Coaching Tip

Our knowledge, experience andintention “filters” what we hearand “influences” what we say

Are you really listening

…or are you just waitingfor your turn to talk?

Listening

“ Everyone wasn’t raised at your house”

Listening

Body Language

When Coaching

1. Scan their faces and eyes

2. Look at their body3. Examine what they are wearing4. Listen to their tone of voice5. Bow, kiss or shake hands6. Listen to their words

Questioning

Questioning

“The average four year old asks three hundred

questions a day. The average college graduate asks

twenty.”

Larry Wilson, AON Consulting

Questions are a powerful yet simple means to achieve a great deal:

• Find specific or necessary information

• Establish strong relationships

Questioning

v1.4

How Does This Sound?

It doesn't seem like you have a good understanding of the new products?

Why did you approach the customer that way?

How do you know your plan will work?

Are you sure that’s the right decision in this situation?

_________________________________________________________

_________________________________________________________

________________________________________________________

_________________________________________________________

Have you tried to different means of negotiation with this customer?

_________________________________________________________

Exercise - Group

Questioning

Types of questions

1. Open ended vs. closed2. General vs. specific3. Multiple-choice4. Leading5. Indirect

Examples

• What is the most helpful thing you can do in your account right now?

• What would it take to help you get this done?

• What do you need from me to make this happen?

• What are the likely outcomes of your proposal?

Summary

1. Body language represents 55% of the communication process.

2. Read body language clues in clusters and in context, then interpret.

3. Watch for cultural differences.

4. Watch out for the desire to ask leading questions.