coaching through the credit crunch
TRANSCRIPT
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Coaching through the Credit Coaching through the Credit CrunchCrunch
Matt Somers23rd June 2009
Feedback on previous talksOOutstanding, NNeeded, EExcellent, BBrilliant, IImaginative, GGreatSSuper, AAwesome, LLoud, EEntertaining, SSoundPPerfect, IImaginative, TTopical, CCheering, HHelpful
Once managers are able to coach, you can.....•Replace formal training with ‘on-the-job’ coaching
•Develop people every working day
•Achieve the same results with fewer resources
•Improve quality and lessen mistakes and wastage
•Ensure learning is derived from every experience
•Demonstrate your commitment to your current staff
•Help those that have or need to leave
•Prepare for the upturn
“The opponent in one’s own head is more formidable than the one on the other side of the net”
Tim Gallwey. The Inner Game of Tennis
Introducing the Inner Game
The Inner Game of...Potential
High Performance
Minus
Equals
InterferenceInternal External
ExternalExternal
•Poor management•Poor relationships•Policy & procedures•Environment•Lack of time•Lack of budget
Interference
InternalInternal
•Trying too hard•Negative thoughts•Negative images•Negative beliefs•Limiting thoughts•Lack of self-trust•A busy mind
Exercise
Suggested Interference•“The buyer’s just getting angrier!”
•“Stop wasting time, you’ve got so much to do!”
•“This is taking far too long”
•“You’re really screwing this up!”
•“Did you turn the taps off before you left home?”
•“You really fancy him/her don’t you?”
•“What are we going to have for dinner tonight?”
•“Don’t you sometimes wish you had a different job?”
Focus
• Is not the same as ‘trying really hard’• Needs to be appropriate• Follows interest
Key Performance indicator Catching Balls
Key Skill Watching the ballWatch the ball!
Are you watching the ball?
Why aren’t you watching the ball?
What do you notice about the ball?
(Command)
(Closed question)
(Interrogative question)
(Coaching question)
Coaching this way...
Coaching this way...Key Performance indicator Resolving ComplaintsKey Skill Asking questions to
clarify the situationAsk questions!
Do you ask questions?
Why don’t you ask questions?
How do you rate the quality of questions you asked today?
(Command)
(Closed question)
(Interrogative question)
(Coaching question)
Coaching this way...
Questions that raise Awareness
• What’s happening?• What stands out?• What do you notice about...?• How do you feel about...?• What are the variables here?• What are the advantages/disadvantages?
Coaching this way...
Questions that generate Responsibility
• What do you want to do?• What do you want to achieve?• What is the best way of getting there?• What changes would you like to make?• Could this create any conflict?• What are the alternatives?
Coaching this way...
Questions that build Trust
• If it was up to you, how would you accomplish this task?
• When have you succeeded in a similar situation?
• What are the best attributes you bring to this situation?
• What would it take to feel more comfortable?
Our ability to focus is affected by 3 conversations
•Internal conversation•External conversation (others)•Background conversation (culture)
Don’t take notes, take action!!•PERFORMANCE = Potential less Interference
•Focus is the antidote to interference
•Focus is promoted through questions not instructions
I will now pass on these ideas to 3 people:
Who?
When?
Hand in your business card to:• Enter the draw to win my book Enter the draw to win my book
“Coaching at Work”“Coaching at Work”
• Receive the slides from this talkReceive the slides from this talk
• Receive our FREE mini-guide Receive our FREE mini-guide “Coaching through the Credit “Coaching through the Credit Crunch”Crunch”