The Coaching Role: Inspiring and Motivating
3
When you are working with your average employees,
clarity is vital. You want them to clearly hear that you
want to help them move to that next level. You want them
to buy in to doing that little bit extra.
Three statements communicate very encouraging
messages.- As coach, I’m not always as clear as I want to be ...
- I feel your questions are justified ...
- I’ve had questions like you may have right now.
Unanswered questions are like bad checks. They will
return to demand your attention ... with penalties!
Be clear about why you want the associate to do more,
and in what ways.
- Hypothetical scenarios
Another helpful technique for flushing out misconceptions
about information you’ve communicated is to pose
hypothetical situations based on the project and
procedures you have outlined.
Example
Coach:
Okay, now, just to make us all feel more comfortable with
what we’re about to do, let’s make a few assumptions.
Ben, what happens if you continue answering the calls in
the same manner, maintaining the time measurements, no
better, no worse?
Ben:
I might not be eligible for a promotion to lead or get my
pick of days off.
Coach:
Do you see that as a penalty or punishment?
Ben:
As you noted, I am paid to handle calls within the four
minute measure. I do that and that is what my salary
guarantees. But you think I can do better, adding more
concern into the calls. And, that’s what merit increases
Unanswered
questions are like
bad checks. They
will return ...
with penalities!