Coach Teams and Individuals
Course Overview
The process of helping people enhances or improves their performance through reflection on how they apply a specific skill and knowledge.
Coaching is different from traditional supervisory skills, because coaching emphasizes on maximizing ones potential. The focus is on strengthening one’s strength rather than harping on one’s weaknesses.
The program also emphasizes the importance of “walk the talk”. It is this entrenched attitude which will be a catalyst for successful coaching sessions
Hence in this program, you will learn how to use the coaching technique to elevate your subordinates to higher levels. Besides focusing on wok competency, participants will appreciate the use of coaching skills on other areas such improving your subordinates work attitude.
The Coach Teams and Individuals programme is just what you need to establish and maintain an effective team, achieve customer retention and assess service levels for continual improvement.
- The Coach as a Guide
- The Coach as a Motivator
- The Coach as a Teacher
- The Coach as a Mentor
Course Objectives
- Ability to cultivate personal relationships for effective coaching.
- Ability to set realistic work goals and service standards.
- Define performance requirements and develop action plans
- Ability to communicate effectively in face to face situations with subordinates.
- Ability to motivate subordinates to increase their service standard and job satisfaction.
- Skills in giving guidance and counselling relating to behaviour at work.
- Managing difficult employees.
Course Outline
Day One
- Getting Ready For Coaching
- Traits of Effective Coaches & Service Leaders
- Essential Coaching Skill Sets checks
- Core Values & Self Worth Cycle
- Improve Attitude & Paradigm Shift Techniques
- Establishing Effective Interpersonal Skills
- Developing Attractive Personality
- Techniques To Gain Respect From Others
- 9 Powerful People-Skills in coaching
- The Art of Persuasion & Motivational Skills
- Understanding The Psychology Of Human Relations & Perceptions
- Getting People To Do What Need To Be Done
- Applied Persuasion for leading Customer Service Standard
- Developing Effective Listening & Communication Skills
- Art of Questioning
- The 3 “V” Tactic
- Constructive Communication With NLP Techniques
Day Two
- Goal Setting & Work Performance Analysis Skills
- Goal Setting Process & Motivation
- Effective Planning & Work Observation Skills
- Setting Up System For Managing Service Quality & Appropriate Actions to “Go The Extra Mile”
- Tactics To Empower The Customer-Centric Service Cycle
- Direct Coaching Techniques For Service Standard
- Shift of Mindset & Professional Service Standard
- Neuro- Linguistic Programming (NLP) & Inspiring Techniques
- Effective Probing & Direct Mentoring Methodology
- Developing Performance Appraisal & Coaching Skills
- The Probing Cycle For Work & Learning Improvement
- Balanced Appraisal Techniques
- Skills Development Tools
- Building Self-Directed Team To Up The Service Level
- The Art of Managing Difficult Employees & Conflict Management
- Handling Difficult People Vs Difficult Situations
- Managing Your Emotions To Achieve What You Want
- Assertiveness Vs Effectiveness
- The Win - Win Approach
Training Methodology
Mini lectures, Case Study, Role –play, Games Simulations, Group Interaction & Discussions, Video Taping & Play Back for Action Learning
Who Should Attend
Personnel in Supervisory positions
Program Duration
2 days
