Coaching Prep

When looking for misses, we look for trend instead of One-off interactions

• TRUE

• FALSE

You are examining reports and you noticed that your tm is being marked down week over week on a specific skill, What is best to do next?

• Teach the tm

• Do RCA

• Consider moving to a new area of opportunity

5 root causes: the team member is unable to provide correct answers

• knowledge

• Skill

• Environmental

• Motivational

• lack of Feedback

5 root causes: the team member has skills and knowledge but performance is poor

• knowledge

• Skill

• Environmental

• Motivational

• lack of Feedback

5 root causes: the team member provides correct answers but there is inconsistency in delivering the task

• knowledge

• Skill

• Environmental

• Motivational

• lack of Feedback

5 root causes: the team member's performance is impactd by intrinsic and extrinsic motivators (goals, rewards)

• knowledge

• Skill

• Environmental

• Motivational

• lack of Feedback

HOw to assess if the tm lacks feedback?

• do a knowledge check

• observe the tm while doing the task

• have a convo with tm about their goals

• check previous documentation and see if they have been coached about the issue

Upon checking documentation, KPI and call listening, you found out that the tm masters the skill...

• Consider giving more time for the SMART goal to be met

• Consider moving to another area of opportunity

• Wait until the tm is on 5 weeks on that skill

Check for Satisfaction is under what type of skill under lead coaching model?

• Core

• Critical

• Basic

• Intermediate

• Advancd

How will you know when you're ready to coach?

• When KPI data and coaching logs are reviewed

• Done a RCA based on reports

• Used the skill map and impact-effort matrix

• All of the above