Coaching – The Power of Questions
Post on 02-Jan-2016
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©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
Learning Objectives
You will be able to explain what coaching is and how it differs from teaching or training.
You will be able to describe the different types of questions a coach may use.
You will be able to explain the importance of asking questions when coaching.
You will be able to demonstrate the ability to frame and ask different types of questions while coaching.
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
Discuss…
What is coaching?
What is the difference between coaching and teaching?
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
Our definition of coaching
A style of management in which the manager encourages people to reach their full potential by encouraging self-belief and self-development.
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
Teaching and training involve transferring knowledge and skills
to other people.
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
How does a coach help someone to improve if that individual is already a better performer than the coach?
Discuss…
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
Our definition of coaching
A style of management in which the manager encourages people to reach their full potential by encouraging self-belief and self-development.
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
How do people improve?
Self-belief gives people the drive.
Self-development gives them the means.
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
Encouraging success…
Helping people to set goals for themselves that stretch them beyond what they can comfortably achieve but which are within their capacity.
Helping them to achieve those goals by encouraging them to devise and implement their own effective action plans.
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
Encouraging self-development…
Helping them to review their experiences and to draw appropriate lessons from them.
Helping them to understand themselves better by providing neutral, objective feedback.
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
More aware
By providing feedback
By asking questions
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
Neutral feedback
“Your right foot was about two inches in front of your left when you landed.”
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
Judgmental feedback
“No, your feet are still not together all the way through.”
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
Judgmental feedback
“You are really good with people.”
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
Neutral feedback
“Three of your people have told me that they feel very motivated working for you. When I asked why this was they said it was because you worked so hard yourself.
One person told me that she felt you took too much on yourself and did not delegate enough to her.”
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
Discuss providing feedback…
Choose a piece of feedback that you would like to give to one of your staff or to a colleague.
1.Devise a judgmental form of words.
2.Devise a neutral form of words.
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
Characters
Angela – Marketing Assistant
Shawna – Sales and marketing manager
Chris – Operations Manager
Wayne – Account ManagerHaq – IT Manager
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There’s been a problem with converting the customer instruction input system to the Internet.
The Story
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Questions
• Help people become more aware
• Help people think things through
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
Types of questions
• Clarify
• Simplify
• Multiply
• Will it fly?
• Do it by?
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
Questions that increase awareness
• What do you think is the effect on your team of your adopting this approach?
• How confident are you that you are going to achieve your goal at the current rate of progress?
• How stressed do you feel about this?
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
Questions that help people think
• What other approaches might you consider?
• What would the effect of that be on your department?
• How would you know if you had succeeded in this goal?
©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com
Discuss…
Identify an area of performance that you would like a colleague to think about. Devise a question that would help him or her to do this.
• Avoid manipulative questions.
• Be open about your reasons for asking.
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