retail coaching skill development
TRANSCRIPT
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RetailCoaching
SkillDevelopm
ent
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ent Session
Objectives
Give a man a fish; you will feedhim for a day.
Teach a man to fish; and you
have fed him for a lifetime
Old Chinese
Proverb
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Facts &Figures
CIPD Coaching 2009 SurveyResult90% Organizations conduct coaching
70 % said they have increased coaching
spend63% Line Managers were coachs
80 % Organizations measure coachingprogrammesHow were internal coaches selected &trained ?
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SessionObjectives
What is coaching?
Coaching, Training & Mentoring
Benefits of Coaching
Coaching Barriers
Qualities of a Successful Coach
Coaching at Reliance WorldThe Coaching Plan ADP Roadmap
The Coaching tool POSCCoaching Skill DevelopmentBasic Skills
Advance Skills
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What is Coaching?
Coaching helps an employee toimprove his/her performance at work by
jointly identifying and agreeing a SMART
Development Goal and by supportingthe employee in implementing theDevelopment Action Steps.
Coaching Defined
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What is Coaching?
Coaching helps an employee toimprove his/her performanceat workbyjointly identifying and agreeing a
SMART Development Goal and bysupporting the employee inimplementingthe Development ActionSteps.
Coaching Defined
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Coaching Defined
What is Coaching?
Coaching helps an employee to improvehis/her performanceat work byjointlyidentifying and agreeing a SMART
Development Goal and by supporting theemployee in implementingtheDevelopment Action Steps.
Coaching is a partnership with anemployee in order to strengthen andexpand the employees skills in specificareas of job performance
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History ofCoaching
1830 in Oxford University - a tutorwho "carries" a student through anexam.
The first use of the term in relation tosports came in 1831
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Training, Coaching &Mentoring
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Benefits ofCoaching
Employee
Linked to Employees ownPerformance
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Benefits of Coaching Employee1. Develops specific skills they need in
current role or in the future roles
2. Employees are more competent andprovide service with a sense ofconfidence
3. Feels valuable as they receivepersonalized development support
4. Can always depend on someone theytrust in need
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Benefits ofCoaching
Team
Employee
Linked to TeamPerformance
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Benefits of Coaching Team
1. Shares knowledge & skills withother team members
2. Supports by extending a helpinghand to other team member
3. Maintains the flow of work in theabsence of another team member
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Benefits ofCoaching
Team
Coach
Employee
Linked to CoachsPerformance
CustomerSatisfact
ion
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Benefits of Coaching Coach
1. Coach learns Leadership skills bycoaching others
2. Employees resolve future problemson their own
3. Coach builds trusting relationshipswith employees
4. Coaching improves employeesatisfaction and commitment
5. Coach has more time for self
development
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Benefits ofCoaching
Team
Coach
Employee
Company
Linked to CompanyPerformance
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Benefits of Coaching Company
1. Higher Productivity2. Reduction / Elimination of errors
3. Reduces employee turnover
Employees value employers who careabout their development
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Benefits ofCoaching
Team
CoachCompa
ny
Employee
Linked to CustomerSatisfaction
CustomerSatisfaction
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Benefits of Coaching Customers
1. Receives consistent service2. Employees are more empowered to
resolve problems quickly
3. Customers experience a morepositive employee attitude
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Coaching Barriers
1. Lack of time
2. Lack of confidence in ability to coach
3. Lack of specific job knowledge
4. Coach is close to the same age or
younger than the employee5. Fear of possible conflict with the
employee
6. Didnt know it was my job
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Qualities of a SuccessfulCoach
InspiresPerformance
BoostsConfidence
InculcatesWinner instinct
Challengeslimitations
The TaskMaster
Strives forPerfection
Subjects toRigorous Grind
Fair & Flexible
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Qualities of a SuccessfulCoach
ThoroughlyHands On
Knowledge
& Expertise
Experience& Exposure
Builds Leaders
Nurtures TalentsThe Motivator
A Change AgentTransformsAttitudes
Determined &
Focused
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Coaching Plan ADPRoadmap
1. Ensure you understand the ADPRoadmap
2. Explain the ADP Roadmap to theCoachee in details
3. Plan the Roadmap activities with theCoachee
4. Complete the online ADP On-the-jobschedule
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Tool PerformanceObservation Scorecard1. Personally Coach or assign an expert
coach2. Observe the Coachee and note down
in the POSC
3. Provide constructive feedback on AOI
4. Follow through with Coachee in allthe phases of ADP Roadmap
5. Complete online Recommend
Coachee for ADP Certification6. Award the certificate to the Coachee
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Coaching Skill Development
Diamond Coach
Silver Coach
Master Coach
Gold Coach
Number of Coaching Sessions
Min - 5 Min - 15
ADP
SMT &SLDP
Min - 5 Min - 15
1. Feedback Skills
2. Listening Skills
3. PerformanceDiscussion Skills
4. Interpersonal Skills
5. Questioning Skills
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SessionObjectives
What is coaching?
Coaching, Training & Mentoring
Benefits of Coaching
Coaching Barriers
Qualities of a Successful Coach
Coaching at Reliance WorldThe Coaching Plan ADP Roadmap
The Coaching tool POSCCoaching Skill DevelopmentBasic Skills
Advance Skills
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Questions &
Comments
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ThankYou