COACHING FOR SUCCESS:

COMMUNICATION AND LISTENING & COACHING FOR IMPROVEMENT

Martin F. and L&M Consulting, Inc.

August 28, 2011 Martin Fawbush and Latonia Womack )

EXECUTIVE SUMMARY

As leaders we are expected to invest in our staff, community, and our customers. In order to accomplish that goal we have to consider our communication style and our ability to effectively coach those around us. **

**See the Participant Guide that accompanies this training. The Guide can be found in the "Resources" section that appears on the L&M Training Website. Can be found at http://landmconsultinginc.webs.com

EXECUTIVE SUMMARY- CONTINUED

Throughout this course, we will explore the concept of Coaching for Success. We will have two segments, which will include, Communication and Listening and Coaching for Improvement. Each module will include questionnaires that are intended to illicit thought on behalf of the reader.

MODULE ONE COMMUNICATING AND LISTENING

Please follow along in the participant guide you were provided (Located in Resources section that appears on the training website.)

Effective communication is a very important aspect of leadership, when people are able to communicate effectively they are typically informed and about to participate, contribute, and add value to the organization as a whole. Possessing the ability to communicate and listen will equip employees with the skills required to communicate clearly and listen carefully.

DURING THIS MODULE YOU WILL LEARN TO:

Explain why good communication and listening skills are important. Use good listening skills to promote effective communication. Apply a set of tips for minimizing the impact of noise and nonverbal, and for using nonverbal to enhance communication. Apply the skills youve learned in the course to enhance the effectiveness of your communications.

THE ACQUIRED SKILLS SHOULD ENABLE YOU TO:

Receive and send clear messages. Listen attentively and understand what people are saying. Manage the nonverbal messages that you send and receive. Choose the best method to communicate your message.

WHAT IS COMMUNICATION
Communication is a very complex skill that takes time to master. To communicate effectively, we need to be proficient in three areas:
Focus and understand. Communication requires you to focus on what you and the other person are conveying, and to make sure you both understand. Meet personal needs. Whatever your role in the discussion, you and the people youre communicating with have personal needs: to be understood and to feel valued and respected. Manage nonverbal and noise. Effective communicators pay attention to nonverbal cues they send and receive and minimize the noise, both internal and external.

THE ART OF LISTENING

The Art of Listening Listening is a very important aspect of communicating effectively. There are however, four basic communication skills-listening, speaking, reading, and writing. Listening can make the difference between landing or losing a job, making or missing a deadline, or feeling like part of a team rather that an outsider. Despite its importance, listening isnt always given its due, as many choose to value speaking more.

THE ART OF LISTENING CONTINUED Are you Listening? Listening isnt a stand-alone skill. It reaches across three areas of effective communication:


Focus and understand. Meet personal needs. Manage nonverbal and noise.

DISCUSSION QUESTIONS
See your participant guide (which is located in Resources on the training website - pgs. 4 and 5). Please read the scenarios and answer appropriately. We will discuss after everyone has completed the exercise.


I Strongly Disagree! I Really Dont Have Time For This! I Have a Better Idea!

Open Discussion Regarding Responses

NOISE AND VERBAL CUES Explore the Scenario that is Presented on Page 6 of the participant guide: Tom is preoccupied with other issues. How could he use best practices for managing internal noise?
  

Interpersonal Issues Preoccupation Noises

CONCLUSION: APPLYING WHAT YOUVE LEARNED

Communicating and listening consists of sending and receiving clear messages. In order to be an effective leader and coach appropriated these skills are of the utmost importance. We must be cognizant of the fact that at any given moment, the sender and receiver can switch roles as they exchange thoughts and feelings. We have effectively covered the concept of listening and communicating, we will now build on those concepts and discuss how we can use those to become effective coaches in the workplace.

MODULE TWO: COACHING FOR IMPROVEMENT INTRODUCTION

Leaders oftentimes encounter situations in which people have not met the expectations that are required of them when that occurs we need to be prepared to effectively coach employees in an effort to increase productivity and performance.
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When coaching it is important to distinguish poor performance from poor work habits so that you can: Recognize opportunities for improvement. Handle situations appropriately. Proactively prepare for challenges that may adversely affect performance.

MODULE TWO: COACHING FOR IMPROVEMENT

INTRODUCTION CONTINUED

During this course you will learn to:



Identify work habits and performance issues that need to be addressed. Learn to determine if there performance is a result of, poor performance or poor work habits. Acquire the knowledge necessary to effectively conduct improvement discussions. Develop the skill necessary to utilize your newly gained knowledge in the workplace

YOUR ROLE IN FACILITATING IMPROVED

PERFORMANCE

During this course you will learn to:



Identify work habits and performance issues that need to be addressed. Learn to determine if there performance is a result of, poor performance or poor work habits. Acquire the knowledge necessary to effectively conduct improvement discussions. Develop the skill necessary to utilize your newly gained knowledge in the workplace

YOUR ROLE IN FACILITATING IMPROVED

PERFORMANCE

During improvement discussions leaders should consider themselves a catalyst for change. As that catalyst, you are:


The spark that ignites others to move toward positive performance improvement, versus taking responsibility for someones improvement yourself. Assist employees with taking responsibility for improving. Help others understand the impact of improvement, and the potential consequences if they fail to improve.

THE COACH AS A CATALYST

The Catalyst Approach:


A Catalyst is NOT:


Isnt just another role. Requires a shift in thinking. Multiplies effectiveness.

Someone who simply dictates. A role that can be adopted overnight. An appropriate approach in every situation with every person.

 

Helps ensure consistency.

THE COACH AS A CATALYST CONTINUED.

The Catalyst Does:


A Catalyst Does Not:



Encourage Spur action Urge Others Consider needs and feelings of others. Trust people to change. Motivate people.

Guess or listen to hearsay. Control the improvement process. Impose Consequences that demonstrate power over another. Force a one-size fits all approach to leadership. Withhold support and resources. Criticize people

DISCUSSION QUESTIONS
See your participant guide (which is located in Resources on the training website - pgs. 11 and 12). Please read the scenarios and answer appropriately. We will discuss after everyone has completed the exercise.


This is so unfair! The Retreat.

Open Discussion Regarding Responses

HOW TO CONDUCT A COACHING ANALYSIS

According to Werner and DeSimone, Coaching analysis is the process of analyzing factors that contribute to unsatisfactory performance and deciding on an appropriate response to improve performance. (p. 322). Werner and DeSimone also provide readers with steps that supervisors can use to conduct a Coaching Analysis. See Page 13 of the Participant Guide, as we will explore the steps that will enable us as leaders to conduct a coaching analysis and address performance issues as they arise.

REVIEW CASE STUDY: (PAGE 14 OF THE PARTICIPANT GUIDE)

After reading the case study, we will discuss the following:


Whether Alex has improved. How to reinforce progress. Natural consequences of lack of improvement. Possible ideas for improvement.

Complete the discussion notes form regarding the scenario presented and we will discuss thoughts. The discussion note form begins on page 16 in your participant guide.

CONCLUSION: APPLYING WHAT YOUVE LEARNED

Remember, the more you practice using the Discussion Guides, process skills, and key principles in planning for and conducting improvement discussions, the more effective you will become. Eventually, the skills presented will become second nature to you. Coaching people toward improvement is a big responsibility that can lead to huge payoffs, such as:
  

Increased job satisfaction Increased productivity Team unification

You are the catalyst, encouraging others to improve.