raising the performance bar- maximize your coaching roi president’s forum and wsml 2012 1

Raising the Performance Bar- Maximize Your Coaching ROI

President’s Forum and WSML 2012 1

Video

• ..\SKILL03_RaisingTheBar.wmv


• Senior Manager, HR Business Partner Consulting

• Principal Learning Consultant, Sales Enablement

• Director, HR Business Partner Consulting

Your Facilitators


• HR Director, EMEA Business Partner ConsultingJanet Sporle

• Director, Training & Consulting Practice, Wiseman GroupRob Delange

• Senior Director, HR Business Partner ConsultingTerri Charlesworth

Teresa Crofts

Ruth Carsner

Claire Dao

Raising the Performance Bar - Maximize your coaching ROI – Session Objectives

• Demonstrate the tangible relationship between effective coaching and business results

• Share a coaching model and practice questioning techniques to improve your coaching skills

• Practice your coaching skills through role play

• Present a model to help you evaluate the impact of your coaching on your business results

• Equip participants to engage in ongoing results-focused coaching


Icebreaker Activity


What did your GOOD COACH do?

How much effort did he/she get out of you? (0-100)

What did your BAD COACH do?

How much effort did he/she get out of you? (0-100)

Attributes of the Best Coaches

• Discerns needs of the coachee

• Demonstrates results orientation

• Works as a thinking partner

• Encourages new behaviors

• Provides sound advice

• Demonstrates respect for the coachee

• They possess the desire and willingness to be a coach


What is Coaching?


Coaching Defined

• Coaching is a collaborative process that helps another person improve, learn something, or take performance to the next level

– dialogue of give and take

– multiple purposes

– conversations that are relevant, developmental, motivational

– goal to create a lasting behavior change

– keeps ownership with employee andempowers them to act


Manager vs. Mentor vs. Coach

Manager

• Building Employee Engagement

• Setting team and business strategy

• Delegating activities

• Training• Planning staff

development

Mentor

• Company internal advisor

• Advance the mentored person’s career

• Focus based guidance

• Needs-driven relationships

Coach

• Doesn’t have all the answers

• Provide structure, foundation, and support

• Focus based on needs of the individual

• Choice-driven relationship


ROI on Coaching – The Research


Return on Coaching


Teams that report receiving low quality coaching are far more Likely to underperformthan teams receiving high-quality coachingSource: Sales Executive Council

Sales Reps that are consistently coached by their Managers outperform others by a significant margin

80%

85%

90%

95%

100%

105%

110%

90%92%

107%

Per

form

ance

Ag

ain

st G

oal


Source: SEC Solutions: Sales Executive Council Research

17% Performance Improvement is directly attributable to coaching effectiveness

<2 hrs per

month

2 to 3 hrs per month

3+ hrs per month

Preparing for the Coaching Conversation


Preparing to Coach

Clarify your coaching mission

Understand your coaching

role

Build strong rapport with

coachee

Invest in coaching

relationships

Understand your coaching style and approach



The Coaching Discussion

FUEL• Frame the conversation

– Identify behavior or issue to discuss– Determine Purpose or outcome desired– Agree on the process

• Understand the current state– Understand the coachee’s point of view– Determine Consequences of continuing on

current path– Offer your perspective if appropriate

• Explore the desired state– Understand the vision for success– Coach the gap– Set goals and performance expectations– Explore alternative paths of action– Explore possible barriers or resistance

• Lay out plan of success– Develop and agree on an action plan and

timeline– Enlist support from others– Set milestones for follow-up and

accountabilityPresident’s Forum and WSML 2012 1

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It’s All About Asking The Right Questions!


Extreme Question Challenge

18

Colleague challenge

1. Offer insights, but keep them short

2. At end of discussion, what views did they hold

Coach challenge

1. Access what your colleague knows

2. Make your points known

3. Drive to a conclusion or decision

4. Lead only with questions

In a pair, pick a current work issue about which you both have understanding and opinions

President’s Forum and WSML 2012

Question Value Ladder

Closed Yes or No

Open Elicits idea or explanation

GuidingHelps another see what you can see

Discovery No one has an answer yet

Challenge

Questions prevailing assumptions


Action Learning


Action Learning Scenarios• Objectives:

– By the end of this activity, participants will be able to:• Apply the four-step FUEL coaching method during a role play;

• Develop a plan for using the coaching method on the job.

• Divide into groups of three. One person in each group to act the role as follows:– Manager/Coach

– Employee

– Observer

• After 10 minutes, stop the role play and have the observers provide

feedback to the coaches

• Have participants switch roles and do Role Play 2, then Role Play 3

• Debrief


FUEL • Frame the conversation

– Identify behavior or issue to discuss– Determine Purpose or outcome desired– Agree on the process

• Understand the current state– Understand the coachee’s point of view– Determine Consequences of continuing on

current path– Offer your perspective if appropriate

• Explore the desired state– Understand the vision for success– Coach the gap– Set goals and performance expectations– Explore alternative paths of action– Explore possible barriers or resistance

• Lay out plan of success– Develop and agree on an action plan and

timeline– Enlist support from others– Set milestones for follow-up and

accountabilityPresident’s Forum and WSML 2012 2

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Determining ROI on Coaching


Coaching is the Link from Strategy to Results


Strategy

COACHING

COACHING CONVERSATIONS

Results

FY13 Symantec Victory Plan

4 Levels of Evaluation

Reaction

Learning

Behaviour

ResultsPresident’s Forum and WSML 2012 2

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Call to Action

• CALL TO ACTION:

– Consider a coaching discussion that you need to have during our Annual Performance Review period

– Choose the most appropriate model and tools and plan for your coaching discussion

• Share point –put experiences on share point and put in the Sales News letter


Resources in Coaching ROI Toolkit

• The Stats on the ROI of Coaching

• A Coach’s Role

• The FUEL Model

• The GROW Model

• Question Value Ladder

• Are you an effective coach? An assessment

• Training options for improving your coaching skills

• Suggested Reading

• Questions Library



“ Coaches who can outline plays on a black board are a dime a dozen. The coaches who win are the ones who can motivate their players.” Vince Lombardi

“ Sales training is what you need to become a

salesperson. Sales coaching is what you need to

become a sales champion. ”

“Coaching Salespeople into Sales Champions”

Video

• 20Raising%20the%20Bar/EMS%20Output/


Reaction

Evaluation Examples Practicability

Reaction evaluation is how the employee felt about the coaching experience

Verbal reaction, post-coaching feedback

Quick and very easy to obtain


Learning


Increase in knowledge, skills and capability

One to one discussions or observation can also be usee.g.; attending customer meetings with employee, joining customer calls

Relatively simple to set up; clear-cut for quantifiable skills e.g.; closing skills


Behaviour


Behaviour evaluation is the extent of applied learning back on the job - implementation

Observation and regular one to ones over time are required to assess change, relevance of change, and sustainability of change

Measurement of behaviour change typically requires time and skill of line-managers


Results


Results evaluation is the effect on the business or environment :

• Bookings• NPS• ENPS• Cost savings• etc

Measures are already in place via normal management systems and reporting - the challenge is to relate to the employee

Process must attribute clear accountabilities


raising the performance bar- maximize your coaching roi president’s forum and wsml 2012 1

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