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EFFECTIVE COACHING & MENTORING An intensive two-day inter-active workshop This workshop provides a practical grounding in the skills and techniques of performance coaching for line managers and team leaders. It enables participants to take a more confident and proactive role in the personal development of their people.
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Why you should attend Staff costs are the single highest item of expense for many organizations. Ensuring staff perform to their optimum represents a sound return on this investment. Who should attend All supervisors, managers and consultants. Objectives
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How you will benefit It is really rewarding to see staff develop and grow – seem them achieve and deliver. And it makes sound business sense, too! With proper coaching, staff become more capable, more productive and more effective.
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Programme
What is Coaching?
Coaching Objectives
Coaching Benefits
Core Skills of Coaching
The Road to Competence
The Road to Competence
Active listening
Open & Closed Questions
Establishing a Baseline
Creating Empathy
The other Viewpoint
Outcomes & Causes
Developing the Working Relationship
Positive Performance Change
Raising Awareness
Raising Self Motivation
Raising Personal Responsibility
Building Trust
Enabling Choice
Performance Goal Setting
Reality Checking
Exploring Options
Enabling Commitment
Reality Based Awareness
Self-Acceptance
Self- Responsibility
Self-Assertiveness
Being Purposeful
Personal Integrity
Identifying & Exploiting Opportunities
Identifying & Removing Barriers
Recognising & Managing Motivational Drivers:
Achievement
Influence
Control & Autonomy
Dependence
Personal Development & Self-fulfillment
The need to belong
Questioning & Listening
Clarifying
Acknowledging
Probing
Reflecting
Self-Disclosure
Immediacy
Summarising
Confirming
Reviewing & Reinforcement
Planning
Affirming
Personality Types
Communicating to Type
Developing Trust
Technical, Tactical, Psychological & Physical Maturity
Coaching Strategy Matrix
What people Value & Want
Coaching The Poor Performer – Coaching The Satisfactory Performer
Questions to Consider
The Golden Rules
Describing Not Interpreting
Positioning Feedback
Challenging Unacceptable Behaviour
Establishing goals and drivers
Developmental Delegation
What to delegate
When to delegate
How to delegate
Preparation
Planning
Briefing
Reviewing
Debriefing
Coaching Skills Evaluation
Personal Development Plan
One to One Feedback
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Books by Kingswell Consultants Books on Service Management Hiles, A. N. The Complete Guide to IT Service Level Agreements, Matching Service Quality to Business Needs.. ISBN 0-9641648-2-5 published by Rothstein Associates Inc. The standard work on IT Service Level Agreements. Hiles, A. N. E-Business Service Level Agreements: Strategies for ISPs, ASPs, *SPs and CLECS. Published by Rothstein Associates Inc. The first book to deal specifically with e-commerce Service Level Agreements. Hiles, A. N. Service Level Agreements, Winning a Competitive Edge for Supply and Support Services. ISBN 0-9641648-4-1published by Rothstein Associates Inc. This book applies Service Level Agreements to services other than IT. Real case studies and example SLAs are provided ranging from Human Resources, Logistics, through Training, Livestock Handling, Logistics and Field Service Engineering. Hiles A.N. and Gunn, Dr. Y. Creating a Customer-Focused Help Desk: How to Win and Keep Your Customers. Published by Rothstein Associates Inc. ISBN 0-9641648-6-8 This book has the support of the Help Desk Institute www.helpdeskinst.com Books on Business Continuity Hiles A.N. Business Continuity Management: Best Practice. Published by Rothstein Associates Inc. ISBN 0-9641648-3-3. This book explicitly covers all the ten areas of business continuity competence required for membership of the Disaster Recovery Institute International (DRII) and the Business Continuity Institute (BCI). Hiles A.N. Enterprise Risk Assessment & Business Impact Analysis – Best Practices ISBN 1-931332-12-6 Published by Rothstein Associates Inc. Covers many techniques and methods of risk and impact assessment with detailed examples and checklists. e-Publication. Kingswell books on Business Continuity, Service Level Agreements and Help Desk Management will shortly be available by page download in conjunction with Rothstein Associates Inc and Books24x7.com. New and updated books. Existing books Business Continuity Management – Best Practice and IT Service Level Agreements have been extensively updated. See our products page or visit www.rothstein.com . All the above books can be obtained from: Rothstein Associates Inc. e-mail pjr@rothstein.com Telephone: USA: 1-888-ROTHSTEIN Hiles A.N. Guide to Risk Management. Published by the Institute of Chartered Accountants of England and Wales. Hiles A.N. and Barnes, P. (Editor and main contributor) The Definitive Handbook of Business Continuity Management, John Wiley & Sons, 1999, ISBN 0 471 98622 4. Hiles, A.N. (contributor), Croner’s Purchasing and Supply Guide to I.T., 1994, ISBN 1 85524 271 0 Hiles, A.N. (contributor), Guide to Business Continuity Management, 1999, for the Confederation of British Industry by Caspian Publishing Hiles A.N. (contributor) Business Continuity Management, 2000, Institute of Directors / Department of Trade & Industry.
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