coaching style of management for employee engagement style... · use a coaching style of management...

4/5/2012

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A Coaching Style of Management

Welcome!

for Employee Engagement

Keep your best people and increase productivity.

©Cathy Liska

Guide from the Side®

Agenda

• Define Leader, Mentor, Coach

• How does coaching matter?

• Coaching impact / statistics

• Coaching in the Workplace• Coaching in the Workplace

• Coaching: People Skills

• Coaching: Communication Skills

• Coaching: Engage with Questions

• Coaching: Focus and Motivation

• Q&A

What is a Leader?

Dictionary.com

Leader: a guiding or directing head, as of an army,head, as of an army, movement, or political group.

A leader coaches and mentors!

©Cathy Liska Guide from the Side®

4/5/2012

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What is a Mentor?

Dictionary.com

Mentor:

1. a wise and trusted counselor or teacher

2. an influential senior sponsor or supporter

How are coaching and mentoring different?

What is a Coach?

A coach serves as a strategic partner;the coach empowers the client

to clarify goals, create action plans, move past obstacles, and

achieve what the client chooses.

What is the difference?

• A mentor talks and a coach listens.

• A mentor focuses the ti th iconversation on their

own experience and a coach focuses the conversation on enhancing the skills and outcomes for the other person.


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What is the difference?

• A mentor gives advice and a coach asks questions.

• A mentor is the expert with theA mentor is the expert with the answers and a coach is the expert at eliciting the answers from the person doing the work.

How does coaching matter?

A Gallup poll of more than 1 million employed U.S. workers concluded that the No. 1 reason people quit their jobs is a bad boss or immediate

supervisor.

How does coaching matter?

84% of Workers Want to Quit Jobs, Find New Gigs in 2011

“This finding is more about employee dissatisfaction and discontent than projected turnover,” said Douglas

Matthews, president of career‐management agency Right Management, which conducted the poll.


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Remember the ‘Old Way’

“I am the boss!

Do it my way or hit the highway!”

Transition

“Let me tell you what I think and you tell me what you think of my idea.”

or

“Let me tell you what I know so you follow my

example.

What works now?

“What are your options for

getting results?”

Use a coaching style of management to engage people.


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Coaching Impact / Statistics

Gallup: 199 surveys

Employee Engagement:

• Business units in the top half on employee engagement double their odds ofdouble their odds of delivering high performance.

• Companies in the top 10 percent on employee engagement bested their competition by 72 percent in earnings per share during 2007‐08.

Coaching Impact / Statistics

• Coaching has an ROI of 570% ‐Manchester, Inc.

• Training increased productivity 22.4% ‐ training followed by coaching provided a productivity gain of 88%. ‐ Public Personnel Management

Coaching Skills Affect the Workplace

• People Skills(Recognize and flex)

• Communication (Listening and Assertiveness)

• Questions(Empowering)

• Focus and Motivation(Language and Processing)


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Develop Coaching Skills

Is coaching something you can learn on your own?

Develop your skills!

•Coaching

•Training

What coaching skills make a difference?

1. People Skills

2. Communication Skills

3. Engage with Questions

d4. Focus and Motivation

1. People Skills

Identify and Flex to Personality and Learning Styles

• Personality: Emotion or Logic, Passive or Aggressive

• Learning Styles: Visual, Auditory, Kinesthetic


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Identify Personality

• Feelings

• People stories

• Tasks

• Planning• People stories

• Compassion

• Planning

• Results

Identify Personality

• Cautious

• Take time to think

• Opinionated

• Jump right in• Take time to think

• Indecisive

• Jump right in

• Fast‐paced

Personality: Emotion or Logic; Passive or Aggressive

People Passive Aggressive

Emotion

Logic

Pleaser Celebrator

Investigator Achiever


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Identify Learning Style: Visual

Words Eyes

Blank

Clear

Focus

Perspective

Up left = Remember picture

Perspective

Vision

Appears

Glimpse

Look

Show

Sight for sore eyes

Up Right = Create picture

Blank ahead = see

Identify Learning Style: Auditory

Words Eyes

Say

Discuss

Resonate

Question

Straight left = Remember sound

Question

Tell

Hear

Word for word

Tune

Wavelength

Vocal

Straight Right = Imagine sound

Down Right = Internal dialogue

Words Eyes

Feel

Exciting

Grasp

Touch

Down left = Remember feelings

Identify Learning Style: Kinesthetic

Touch

Reshape

Drive

Solid

Calm

Firm Movement

Down Right = Converse with

self


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Speak to Who They Are

Pleaser• Loyal• Get Along• Team player

Celebrator• Optimistic• Creative• Humorous

Achiever• Multi‐task• Get it Done• Productivity

Investigator• Analysis• Organization• Accuracy

Align with Their Focus

Visual:

• What does it look like?

Kinesthetic:

• How do you feel about it?

Auditory:

• What key words describe it?

Flex to Personality and Learning Style

• Recognize and respect their personality

• Work with their learning style


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• Listening

• Assertiveness

Listening

• What happens when we don’t listen?

• What are the barriers to listening?

Listening Styles

• Biographical

• Responder

• Analyzer


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Listening Skills

• Active Listening

– Intention, focus with all senses

• RephrasingRephrasing

– Demonstrates you listened

– You train yourself to listen rather than answer

• Reflective Listening

– They feel you understand

Vi l t O Vi l t Oth ’Violates

Scale of Human Communication Styles

Violates Own Rights

Violates Others’ Rights

Violates Everyone’s Rights

Learned Skill:Respect Everyone’s Rights

Assertiveness

Quit Telling Quit Telling

Start AskingStart Asking


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Assertiveness

Stop focusing on the problemStop focusing on the problem

Start Start focusing on the solutionfocusing on the solution

Solution‐focused Approach

1. Where are you now?

2. Where do you want to go?

3. What are the action steps to get there?

4. How can this be prevented in the future?

Do Say What You Do Want

• Humans process in the positive

• Humans hear one in seven wordsseven words

• Choose your message!


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I Statements

(Avoid saying you)

Listen and Communicate Effectively

• Actively listen, Rephrase, and Reflect

• Quit telling, start asking

• Focus on the solution

• Do say what you do want• Do say what you do want

• Use I statements


• How important are questions?• How important are questions?

• How do words change questions?


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Clarifying versus Interpreting

My boss dumps too much work on

me.

Are you worried you are unable to handle the work?

Interpreting

What are your considerations?

Clarifying

Open‐ended versus Closed

Anything else?What else?

Closed

Open

Advice‐free versus Leading

Are you going to join the gym?

Leading

I want to exercise more.

How will you exercise more?

Advice‐free


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Probing versus Attacking

What are you spending too much money on?

Attacking

I can’t handle all this debt.

What are your barriers?

Probing

Asking Questions

• Short and Simple

• Forward Focus

• Open to Possibility

• What

• How

• Answer gives next question

4. Focus and Motivation

• Don’t Say and Do Say

• Poison versus Phenomenal Words

• Limiting Language Patterns

• Moving Towards• Moving Towards

• Internal Motivation

• Proactive


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Don’t Say

• I told you

• You

• Always or Never

• You know

• I know

• But or However

• Why

• I understand

• You need to…

• You should…

Do Say

• It seems you think…

• It seems you feel…

• Feel, felt, found

• Let’s look at options

• What do you think?

• What you are saying makes sense

• Given…, what would work?

• What is your process to find options?

Poison Words

Try

Don’t

D ’t

Could

Should

WouldDoesn’t

Can’t

Won’t

But or However

Would

Might

Always or Never

Need to


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Phenomenal Words

Imagine

Brilliant

Enlighten

Focus

Now

Because

Easily

NaturallyVisualize

Experience

Realize

Expand

Create

Opportunity

Aware

Peaceful

Tranquil

Possibility

Balance

Calm

Meta Models – Ask Questions!

Language patterns that unintentionally limit understanding and outcome possibilities.

Deletions

–He hates me

–This doesn’t work

Generalizations

– I never

– I need to

Distortion

–You won’t care

–He makes me mad

It must mean that– It must mean that…

Meta Programs = Focus

(Do want vs. Don’t want)


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(Source of motivation)


(Initiate vs. react)

Engage with Coaching Skills

1. People Skills



4. Focus and Motivation


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Motivate Results

• Use effective words and phrases

• Focus forward

• Explore internal motivation

• Plan proactively• Plan proactively

What roles call for coaching skills?

• Leaders• Managers• Supervisors• Business Owners

• Project Managers • Human Resource Professionals• Trainers and Teachers• Consultants and Counselors

Thank you!

Questions & Answers

Cathy Liska

Cathy@CenterforCoachingCertification.comwww.CenterforCoachingCertification.com

www.CenterforCoachingSolutions.com


coaching style of management for employee engagement style... · use a coaching style of management...

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