How can coaching improve performance

Take every opportunity to reinforce improved behaviors. When you notice an employee doing it right or wrong , let them know on the spot. Feedback is most effective when it is timely and frequent. Technology can help here too. For example, technology solutions that monitor and analyze real-time employee-customer interactions can display performance metrics on demand, show employees how well they are meeting KPIs, and enable instant feedback loops between employee and manager i.

While positive and timely feedback are important to achieving performance objectives, formal recognition and rewards are also needed to effect behavioral changes. Coaching and incentive programs go hand-in-hand, tying employee performance to company goals, and rewarding individual performance in a way that is valued by that person. Rewards could be anything from money to flex time , depending on the employee receiving it.

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Robotic process automation Guide Workforce optimization guide Customer experience analytics guide. English French German Japanese Chinese. Coaching can also improve motivation, leading to a reduction in staff turnover. It sends a positive message to employees that the organisation values its staff, and creates a sense of achievement for both those acting as coaches and those receiving support from a coach.

Coaching is most effective when conducted in an atmosphere of trust and respect. Barry : As we have discussed in our training sessions and staff meetings, we are committed to providing the highest level of customer service to all our customers both in person and on the telephone.

Robin : Look, I'm doing the best I can. Maybe if you hired more people we wouldn't have this problem. I can't do two things at the same time. Besides, if they don't want to hold, they can call back later. And I'm not the only one who doesn't answer the phone right away, but I don't notice you giving anybody else grief.

Have you talked to John about it? He never answers the phone unless he has to. Barry : Let's keep in mind that I expect everyone to provide the best service to our customers, and right now, we're talking about your performance.

I understand that at times you are pulled in several directions at the same time. I did say that the customer in front of you should take priority, however, the customer on the telephone can't see that you have a customer in front of you, and when the telephone rings and rings, the caller gets frustrated and angry. Robin : So what do you want me to do? Barry : Robin, what do you think you could do to keep the customer in front of you happy while responding to the incoming call?

Robin : I don't know. That's what I'm asking you. Barry : I suggest that you ask the customer in front of you to excuse you for a moment and then immediately answer the telephone. Then ask the caller if you can put him or her "on hold," or if he or she would like you to call back after you're free. Robin : That's what I do now. I tell 'em to hold. Robin : What difference does it make? Nobody likes to be put on "hold" so why bother asking? Barry : People like to be given options.

They like to feel they are making the decision. Robin : OK, fine. I'll do it. Is there anything else? Barry : Yes, Robin, there is. When you get back to both customers — the one in front of you and the one on the telephone — be sure to smile and thank them for being so patient.

Robin : I can't go around with a phony smile on my face all day and be one of those gushy-gooey people. Barry : Robin, I'm not asking you to be phony. I am asking and expecting you to demonstrate real concern for the customer by smiling, using the customer's name, excusing yourself when you need to answer the phone, and thanking the customer for waiting. I know I'm asking you to modify your behavior, and that isn't easy. But what do you think you will gain by changing the way you handle the customers?

Robin : I guess I'll get to keep my job. Barry : I'm not talking about you losing your job, but I am talking about doing everything you can to communicate that the customer comes first.

When the customer believes that, it will also make it easier for you in dealing with him or her. So what do you think you can do to improve the situation?

I guess I can concentrate on being a little friendlier, making sure I use the customer's name more, and answering the phone more promptly. Barry : Good, that's all I ask. Let's get together again in two weeks at the same time to discuss how things are going. How does that sound to you? Robin : OK, I guess. I'll give it a try. Using Feedback The importance of feedback in the coaching process cannot be stressed enough. Keep in mind the following guidelines for effective feedback: Be descriptive rather than evaluative.

Describe observable behavior not judgments on your part. Be careful not to put the employee on the defensive. Be specific rather than general. Describe the behavior in the context of the actual situation. Discuss only behavior the employee can change. Whatever your answer may be, the following tips may help them begin or motivate them to continue coaching employees to improve their performance. Relationships are key to the success of coaching provided at work. Connecting with your employees in an authentic and genuine manner can drastically improve the chances of the employee being receptive to training and feedback, not to mention acting on it.

Before you coach an employee, make sure you are building relationships with your staff that are based on trust, so that down the road you can provide coaching with candor and empathy. Good coaching requires a leader that pays attention to their staff and observes their behaviors and actions regularly. It is very difficult to provide accurate and relevant coaching when leaders are unaware of the day-to-day actions the staff they are coaching.

Prior to coaching employees formally, it is imperative that you take the time to fully understand the actual performance of the individual versus the expectation you, or the organization, has of them.

Once it has been determined that they are not meeting expectations, or that they could improve in a certain area in order to perform better, then is the time to coach.