Service Excellence Coaching Program

"In the Moment" coaching is

• Designed by MODHS

• Spontaneous

• Best framework for monitoring behavioral change

• Not Evidence Based

" In the Moment " takes around

• 30 min

• 10 min

• 3 min

1st step is

• ask for a moment

• apologizes for interruption

• introduce yourself and your role

" In the Moment " best used

• in critical areas

• once you see it

• when you do not have enough time

Soon after asking for a moment, the coach will

• appreciatively coach using 5 : 1

• appreciatively coach using 3 : 1

• reaffirm the expectations

when coach provide objective example he/she will mention

• positive alignment

• impact of behavior

• coach's observation(s)

" In the Moment " = If you see it,

"anything else I can help you with?" this might be part of .......... step

• Closing

• Relate the Impact

• Opening