In last week’s article we discussed Training and how to identify if training is really needed and if so, what there is to train? In this article I promised to drill down on coaching and how to ensure training is transferred back on the job.
If you haven’t read my previous article, How to identify if training is really needed and if so, what there is to train? I would suggest you take a moment to do so.
Learning has not taken place until behavior has changed back on the job
Successful training programs are integrated systems and they must have a measurable result. It must make a difference and to do so, in my experience it must include follow up coaching.
Teaching leaders how to coach increases the performance of the front-line business. This is done by increasing the skills of management in their ability to effectively coach their teams to an increased performance level. (senior management through to the front-line.)
When there is no follow up, people just end up back in their old behaviors.
I’m proud that over 5000 leaders from 30+ countries have completed my Leaders as Coaches (LAC) course with 9 out of 10 saying it is the best leaders course they have been on. Plus, we then coach them back on the job to ensure that the learning is transferred to their job.
Sport teaches us a lot about business
When teams are falling down the ladder, who’s the first one to get the blame? Who’s the first one to leave? It’s not the players; it’s the coach!
We have seen countless examples of coaches being replaced with new ones and seeing their performance turn around or because there are more systemic issues going on nothing changes. So why doesn’t business run the same way? When things go wrong in the workplace, who’s the first to get the blame? Usually, it’s the frontline staff.
It’s time to look at problems from a different perspective. Your staff can only perform as well as they’re set up and coached.
Teams perform at their best when they’re coached
Think about the last time you played a team sport. It may have been in school or on the weekend. Maybe it was the local footy club, or weekly tennis rounds. If you remember a time when you were at your peak, it’s safe to say that you probably had the help of a coach. The same is true is business. In Ken Blanchard’s One Minute Entrepreneur, the main character learns that the best way to improve the profitability of the business was to coach his team to a higher level of performance.
Learn from the best sporting teams in the world; become a coach for your team; be on the ‘ground’ when the game is being played; help your team keep score; and train your employees to success.
Leader As Coaches (LAC)
Teaching leaders how to coach is a highly effective way to replicate training on the job. You can do a lot on the job if you have a good coaching philosophy.
I believe every leader should live and breathe the following 3 Facts and Philosophy.
3 Facts of Leadership
- Leadership is about getting things done through others.
- You need your people more than they need you.
You get paid for what your people do, not just what you do.
I need to do everything in my power to help my people be as good as they can be. When they succeed then I succeed.
To do this I need to behave as a Coach.
Some of the key skills of a coach that I teach are:
- Be able to identify the required behaviour, set the standard so everyone is clear what is expected of them and why.
- Benchmark their current performance, how can you say you’ve improved if you don’t know where you started.
- Be a model of the required behaviour and the attitudes.
- Accurately evaluate current performance.
- Be able to improve non-performance in a way that is empowering not disempowering (Ability to give feedback).
- Provide training where and if required.
Praise the correct behaviour when it is done correctly – praise it and they will repeat it. (Praise is like champagne it should be served while still bubbling!)
In my Leaders As Coaches (LAC) course we teach leaders the techniques, behaviours and skills required to help their teams succeed. Plus, we teach them how to test and measure the transformation of their teams to build and implement test and measure systems to ensure they are measuring the things that will make the difference.
The key to coaching is – what you do with what you know, that makes a difference!
As a coach, it is not so much what I do but the way I do things like:
- Focusing on finding the positive to enhance the learning experience of my team.
- Modelling the desired behaviours.
- Change the behaviour of my team using positive coaching techniques.
- Implementing a follow-up coaching system to ensure long-term results.
- Implementing a test and measurement system that allows accurate tracking of the success of your coaching.
- Allowing skill development through plenty of practice for real, on the job.
The role of leaders is critical as part of the training process, are they modelling the right behaviours? Are they giving feedback and allowing for repeated practice?
By Implementing an On-Job Coaching program you can expect to achieve the following outcomes
- An Increase in Word-of-mouth referrals.
- An Increased revenue through add on sales and matching the right product to the customer’s needs.
- An Increase in the quality of the customers experience, which in turns improve the transaction rate and your overall bottom line.
- Increased employee moral because of the use of positive coaching techniques by management with their teams.
- A decrease in staff turnover because of the use of positive coaching techniques by management with their teams.
Leaders As Coaches (LAC)
Through our award-winning two-day ‘Leaders as Coaches‘ program, your leaders will to learn the techniques, behaviours and skills required to help their teams succeed in delivering the Service Standards, ensuring your customers return and spend more.
Download a copy a copy of my brochure here.
If you would like to have a chat with me about ‘Leaders As Coaches Program’ contact me I look forward to hearing from you.