coaching as a leadership style - ifundi...•coaching as a leadership style •using coaching as an...
TRANSCRIPT
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Community of Experts
Coaching as a Leadership Style
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Overview
•Creating and strengthening a coaching culture
•Critical coaching skills and attributes
•Ditching classic coaching methods
•The practicalities of coaching in the CC environment
•Coaching as a leadership style
•Using coaching as an empowerment tool
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What is coaching?
• Coaching is forward-looking, focusing on outcomes and
how to get there.
• Coaching is not structured learning, therapy or the expert
providing answers. Coaching places the responsibility for
learning on the coachee, with the coach helping the
individual use his/her resources to find the answers from
within.
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• A skilled coach will use a combination of techniques
including observation, active listening, exploratory
questioning and challenge.
• Overall the coaching experience should be a positive
one although coaches should prepare themselves to be
challenged as it is only through recognizing the need to
change, and setting about addressing this need will the
coachee actually develop and move forward.
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Creating a Coaching Culture
A coaching culture expands coaching to a broader scope,
impacting the entire organizational structure and energizing
all employees from top to bottom and laterally.
The power of a coaching culture in an organization can
result in expanded improvements in:
• Skill development at all levels
• Creation of a leadership pipeline
• Engagement by all employees
• Retention of employees at all levels
• Increased business performance
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A coaching culture impacts three key factors in achieving
positive business results:
1. A robust and aligned strategy
2. Optimal people performance
3. Knowledge management
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Best practices of a Coaching Culture
Phase 3 – Sustain
Maintain and
Flourish
Phase 2- Learn and Apply
Grow coaching capabilities
Phase 1 – Plan
Create awareness and engagement
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Making Coaching work
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Making Coaching work
To reap all the rewards of coaching it is essential
that the coach successfully integrates coaching
principles into the essence of every activity.
This will ensure that coaching activity is not a
once a week or once a month activity that is
disjointed from the employees' day-to-day
experience of the coach as a leader.
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Approach to achieving purpose
• Examines and understands the rules of the game to identify what is needed to meet the targets
• Observes individual and team performance to identify strengths and weaknesses in the members of the team
• Provides individuals with feedback on their performance and guides and encourages them on how to improve.
• Introduces structure and discipline in the form of practicing individually and as a team so that improvement is reached
• Keeps the team encouraged and focused on achieving the goals set
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Critical coaching skillsets and attributes
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Critical Coaching Skills and Attributes
• Preparation
• Insight and Empathy
• Promote Discovery
• Feedback
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Preparation
• Understand what is expected performance
• Understand what is actual performance
• Understand the potential
• Gather facts and evidence
• Identify desired outcomes
• Prepare environment
• Prepare individual
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Empathy
• Active Listening
– Focus on the speaker
– Make eye contact
– Reflecting and engage the speaker
– Phatic responses
– Checking understanding
– Affirming
• Questioning Skills
– Fact Finding Questions
– Probing Questions
– Reflecting Questions
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Insight and Self Awareness
• Self-awareness is vital to developing emotional
intelligence and is the key to managing people and
circumstances.
• To reap best reward from self-awareness, is not to shrink
in light of what one has ‘discovered’ about themselves,
but to use the newly acquired knowledge to moderate
behaviour to achieve productive results.
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Four inter-related areas of self-awareness have been
identified as critical to development of successful
managers:
• Personal Values
• Learning Style
• Attitude to Change
• Interpersonal Requirements
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Promote Discovery
• Reflecting
• Probing for insight
• Draw out consequences
• Share your experience
• Coaching methodology
– Tell
– Show
– Do
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The Pygmalion effect
The factors that convey your expectations of your
employees:
1. Climate
2. Feedback
3. Input
4. Output
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The Golden Rules of Feedback
• Identify successes as well as areas for improvement
• Provide feedback as soon as possible after the event
• Start by acknowledging successes
• Let the learner evaluate their own performance first
• Don’t minimise – gives mixed messages!
• Be specific – avoid generalisations
– Tell the learner what they did wrong
– Show them a tangible example of this
– Help them to practice how to do it differently
• Draw out the consequences of actions for the learner
• Set SMART action plans for improvement
• Follow-through – formally and informally
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Types of Feedback
• Silence
• Criticism
• Advice
• Positive Reinforcement
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The influence of Style
• Often it is not what you do but the way that you do it
• For every action there is a reaction
• Theory of Transactional Analysis is useful in
understanding behaviour
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Transactional Analysis: Basics
Adult statesRational
Adult
Punitive
Adult
Nurturing
Adult
Child states
Good
Child
Rebellious
Child
Developing
Adult
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Leadership Style and Approach
• Policing
– Directive
– Authoritarian
– Rigid/Inflexible
• Parenting
– Nurturing
– Rescuer
– Boundaries
• Partnering
– Supportive/Collaborative
– Boundaries
– Accountability
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Effective Contact Centre Coaching Methodologies
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Coaching Methodologies
• One-on-One
• Side-by-Side
• Management-by-Walkabout
• Performance Feedback
• Project Participation/Mentoring
• Group Facilitation
• Role Modeling
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The How to???
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The Coaching Process
Whether coaching is formal or informal, think of it as a
three-step process.
Each interaction should include:
• Preparation
• Coaching discussion
• Follow up
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“The ideal teacher guides his students but does not
pull them along, he urges them to go forward and does
not suppress them; he opens the way, but does not
take them to the place.”
Confucius
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QUESTIONS?
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Public course dates:
Cpt: 21st-22nd July
Jhb:28th-29th July
All delegates are welcome.
We also offer customised coaching support solutions.
Kerry Craig
Operations Manager
I-Fundi
Cell: 083 347 7777
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