Research shows that excellent coaching can improve employee productivity 88%. Too many managers say, "I don't have time to coach." This is an excuse. Most don't know how to do it well or focus only on poor performers. Elite performers in the Olympics for example, have coaches. Coaching is for everyone. Most people think they are performing better than they are. Most can perform significantly better than their current results. Learn a five step coaching model, why coaching works, qualities of effective coaches and more. Watch your leadership effectiveness soar.

1. How to Create a High
Performing Team
By Rick Conlow & Doug Watsabaugh

2. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Objectives
• To learn and practice effective
coaching skills.
• To improve our capability to grow
and improve as a leader.
• To broaden the skills of our high
potential performers.
Copyright © 2011 WCW Partners

3. Why Coaching?
Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
The Impact of Coaching
A study comparing training alone
to coaching and training found that
training alone increased
productivity by 22.4% and training
plus coaching increased
productivity by 88%.
Public Personnel Management, Winter 97, Vol.26
Issue 4, P 461.
Copyright © 2011 WCW Partners

4. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
What are the obstacles and
opportunities with coaching?
Obstacles
Opportunities
Copyright © 2011 WCW Partners

5. Coaching Obstacles
Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Examples
• Time involvement of
the leader
• Time involvement of
the employee
• Lack of progress
• Lack of follow
through on the
leader’s part
• Lack of follow
through on the
employee’s part
• Miscommunication
• Not identifying strengths or
areas for improvement
• Lack of clear expectations
• Lack of consequences
• Organizational barriers
• Lack of recognition
• Manager communicates
one way and tells and
doesn’t ask questions
• Lack of employee
engagement and buy in
Copyright © 2011 WCW Partners

6. Coaching Opportunities
Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Examples
• Status of the
relationships
– Trust
– Listening
• Preparation and
Time Mgt
– Prioritization
– Use of planning
tools
• Confronting Mental
Models
• Customer
Interaction skills
• Quality of work
• Cooperation and
Team work with
others
• Strategies for
negotiating
• Handling customer
service issues
• Follow through and
meeting timelines
• Skill development in
job areas:
communication or
computer skills
Copyright © 2011 WCW Partners

7. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Identifying Coaching
Opportunities
• Manager review/feedback in person or
on the phone.
• Interview employee – identify self
perceived goals, strengths, needs and
current /desired results in person or on
the phone.
• Observing employee interactions.
• Set up practice & observe (simulation).
• Analyzing results.
Copyright © 2011 WCW Partners

8. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Coaching is…
• An on-going process designed to help
the employee gain greater competence
and overcome barriers to improving
performance.
• Deepening skills and knowledge.
• Fine tuning existing skills.
• Mapping successful personal change.
• Increasing competence and confidence.
• Improving overall results.
Copyright © 2011 WCW Partners

9. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Coaching is not…
• Counseling - problem solving directed at
personal issues that are affecting, or have
the potential to affect, performance.
– E.g., working personal problems such as
marital and family problems, substance abuse,
emotional and psychological barriers.
– Role is to serve as a resource person, directing
the employee to a skilled practitioner for
further professional help.
Copyright © 2011 WCW Partners

10. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Good Coaches…
Communicate clear performance
objectives
• Set specific goals
• Explain what is expected
• Communicate expectations early
• Give guidance and feedback
Copyright © 2011 WCW Partners

11. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Good Coaches…
Provide regular performance feedback
• Provide informed and timely feedback
• Provide generally positive feedback
• Offer praise
• Give clear verbal feedback
• Offer constructive feedback
Copyright © 2011 WCW Partners

12. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Good Coaches…
Consider all relevant information when
assessing performance
• Look at all factors
• Make objective appraisals
• Consider mitigating circumstances
• Have a “big-picture” view
Copyright © 2011 WCW Partners

13. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Good Coaches…
Observe and monitor performance
• Provide immediate feedback
• Offer specific suggestions for
improvement
• Reviews results regularly
Copyright © 2011 WCW Partners

14. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Good Coaches…
Know the staff well enough to help
them
• Develop self-improvement action plans
• Understand the strengths and
weaknesses of individuals
• Develop personal and professional
relationships with employees
• Develop open lines of communication
Copyright © 2011 WCW Partners

15. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Good Coaches…
Recognize and reward progress and
high performance
• Give public praise
• Aggressively seek rewards for
employees
• Recognize work in difficult situations
Copyright © 2011 WCW Partners

16. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Good Coaches…
Build a warm, friendly relationship and
set aside time
• Possess good interpersonal skills
• Are good listeners
• Are caring, sensitive, and concerned
Copyright © 2011 WCW Partners

17. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Informal Coaching
•
•
•
•
•
Day to day contacts
Brief interactions
Positive impact or other…
Individual or group
Written, personal or phone
communication
• Support, encouragement, recognition,
listening,
• Follow-through
Copyright © 2011 WCW Partners

18. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Formal Coaching
• Structured one-on-one time
• Documented
• Scheduled by appointment or
timeframe
• Phone or Personal
• Continued over time
Copyright © 2011 WCW Partners

19. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
SuperSTAR Coaching Steps
Review the
Goals or
Expectations
Plan and
Follow-up
Assess the
Performance
Skill
Development
Establish
Plans
Provide
Feedback or
Guidance
Copyright © 2011 WCW Partners

20. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
What Letter(s) Come Next?
O T T F F S S E N T E T T F F S ___ ___
Copyright © 2011 WCW Partners

21. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
What Letter(s) Come Next?
OTTFFSSENTETTFFSSE
(seventeen) (eighteen)
Copyright © 2011 WCW Partners

22. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Cross Out Six Letters
(and make a word)
SBIAXNLAETNTEARS
Copyright © 2011 WCW Partners

23. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Cross Out Six Letters
(and make a word)
SBIAXNLAETNTEARS
Copyright © 2011 WCW Partners

24. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Write Down the First
Thing You Notice About
This Slide
4+5=9
12 – 5 = 6
3 + 15 = 18
Copyright © 2011 WCW Partners

25. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Write Down the First
Thing You Notice About
This Slide
4+5=9
12 – 5 = 6
3 + 15 = 18
Copyright © 2011 WCW Partners

26. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
To be a SuperSTAR
we need to expand
our comfort zones by
thinking and acting
differently!
Copyright © 2011 WCW Partners

27. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Qualities of Effective
Coaches
• Think outside the box
• Focus on the
strengths or positives
more
• Patience
• Enthusiasm
• Honesty and integrity
• Friendliness
•
•
•
•
•
•
Self-confidence
Fairness
Consistency
Flexibility
Resourcefulness
Genuine concern
for others
Copyright © 2011 WCW Partners

28. Agenda
Coaching Process Tips
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
• Provide Focus – Clear goal
• Tell – when giving guidance identify skill,
how and when used and why important.
• Show – Demonstrate live or simulation.
• Set up a try – provide safe live or
simulated try or role-play.
• Observe – Focus on behavior.
• Feedback – Give lots of praise or redirect.
Coaching is not the time to reprimand.
Copyright © 2011 WCW Partners

29. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Coaching Communication
Techniques
• Open ended questions – “How do
you feel about? What did you do
when…?”
• Directives – “Talk more about…” Tell
me about what happened when…”
• Active listening/paraphrasing – “So
you …”
• Summarizing – “Let’s see if we have
the same understanding…”
Copyright © 2011 WCW Partners

30. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Giving Feedback
Guidelines
• Ask the person to comment on things
he/she did that contributed to the
effectiveness of the call
• Ask leading questions to focus on key
strengths you observed.
• Ask the person what one or two things they
would do differently next time.
• Offer your feedback – reinforce positives
first, followed by one or two developmental
suggestions.
• Set up a quick run through practice if
appropriate.
• Check for understanding and commitment.
Copyright © 2011 WCW Partners

31. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Give Lots of Positive
Feedback
• Creates a positive climate
• Puts the dispenser at ease
• Maintains focus on good performance
rather than becoming preoccupied with weak
performance.
• Increases the likelihood that the dispenser
will repeat the behavior.
• Creates openness to practice and
refinement
Copyright © 2011 WCW Partners

32. Agenda
Objectives
Why Coaching?
Coaching Obstacles
Coaching Opportunities
Coaching Is…
Coaching Is Not…
Good Coaches…
Informal Coaching
Formal Coaching
Coaching Steps
Look Closely
Effective Coaches
Coaching Process
Communication Techniques
Feedback
Summary
Coaching Summary
• What do you do well as a coach? What
do you need to improve?
• What will you commit to do to
become a superstar coach to
influence your team to become
high performers?
Copyright © 2011 WCW Partners

33. To learn more visit us online:
www.wcwpartners.com
www.wcwpublishing.com
Toll free: 1-888-313-0514
Watsabaugh Conlow Worldwide is a performance
improvement company.
Based in Minneapolis/Saint Paul, Minnesota, we
work with clients in a variety of industries worldwide
to help them excel in sales, service and leadership.