coaching not telling - the rental...

17
2015 Ernest N. Morial Convention Center • New Orleans Louisiana Coaching Not Telling Sunday, Feb. 22, 2015 1:45 p.m. – 3:15 p.m. Presented by Todd Cohen Sales Leader Philadelphia American Rental Association 1900 19th St., Moline, IL 61265 800-334-2177 ARArental.org

Upload: phamcong

Post on 25-May-2018

222 views

Category:

Documents


0 download

TRANSCRIPT

2015 Ernest N. Morial Convention Center • New Orleans • Louisiana

Coaching Not Telling

Sunday, Feb. 22, 2015

1:45 p.m. – 3:15 p.m.

Presented by

Todd Cohen

Sales Leader Philadelphia

American Rental Association 1900 19th St., Moline, IL 61265 800-334-2177 ARArental.org

1

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

“Coaching not Telling”

Coaching not Telling

Setting the Stage

Self Esteem and

Coaching for Future

Mutual

Validation

Creating Opportunity

Call to Action and

Accountability

Recognition

Coaching is Not Linear

Coaching IS Selling

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Why Does this Matter to Me?

6 E’s

1. Extension of great behaviors

2. Eradicates counterproductive behaviors

3. Ensures long term awesome employees

4. Earns more business

5. Educates and informs

6. Encourages people to reach and excel

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

7 Principles of Coaching Success

1. Builds strong and successful internal relationships and forms the basis for long term

relationship management

2. Builds confidence and trust which leads to a mutually desired outcome

3. Creates more opportunity to develop people and show them they matter and contribute

4. Creates a more profitable team and increases client and employee retention

5. Reinforces coworkers value and contribution to the bottom and top line

6. Is direct and has a point but not necessarily an end –coaching is long term investment by the

coach and the company

7. Coaching is a very refined form of selling underwritten by our ability to sell the need for

change

2

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

The Players in the Story of Coaching

“Coach” – the one offering counsel and guidance.

“Coachee” – the person receiving input.

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

The Three Types of Coaching

1. Positive: ( something right). The benefits of positive behavior

2. Negative: ( something needs corrected) Change that could help my

career, help the company. Everyone wins if delivered and received

3. None. Nothing changes, everything stays the same, I don’t feel

important

Its one human talking to another person.

That’s all this is.

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

A Few Words on Good Coaching Behaviors

Know the “secret of management.”

3

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Module 1

Every conversation is a “coaching moment”. There is a difference

between the act of coaching “up” someone’s performance and behavior and telling

someone to do something in order to achieve a desired result. Coaching is not always a

planned experience and often the best coaching happens in a serendipitous manner. The best

coaches always seek an opportunity to work with someone. I have often used the term

“walking around coach” to describe those who do not coach from the office but proactively

interact with peers and staff in a way that is engaging and in the moment. Coaching is not

imposing your view or giving a list of hay needs to be done. It is about a careful give and take

of how someone can be better. I have always used the “Oreo-cookie” model of coaching. I

start with something truly positive that the person does. I then introduce the topic at hand and

then finish with a positive note. I never tell anyone anything and I try to avoid statements like

“let me tell you how this needs to be done…..”. I try using words like “ I would like to suggest

……” or “ I have an idea that would hello this along…..”

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Coaching, Telling and Mentoring

“Coaching is a training or development process via which an

individual is supported while achieving a specific personal or

professional competence result or goal. Occasionally, the term coaching

may be applied to an informal relationship between two individuals

where one has greater experience and expertise than the other and

offers advice and guidance as the other goes through a learning process,

but coaching differs from mentoring by focusing upon competence

specifics, as opposed to general overall development.”

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Coaching, Telling and Mentoring

Coaching often more programmed and systematic

with milestones and goals.

4

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Coaching, Telling and Mentoring

“Coaching is not about telling the__________, but is

about helping an individual to find their___________

way.”

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Coaching, Telling and Mentoring

Mentoring is a form of coaching focusing on a longer term relationship

and proactive accountability.

1. Providing guidance and advise.

2. Helping with socialization into a new role.

3. Bringing in other expertise.

4. Providing feedback.

5. Helping with the “I don’t know what I don't know”

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Coaching, Telling and Mentoring

Telling is well….telling.

Nothing nutritional in it and stifles growth and change.

5

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Coaching, Telling and Mentoring

"If you choose to tell people things,

people will tell you in the form of

resistance and rejection."

- Michael Oliver

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Coaching, Telling and Mentoring

Every time you speak with someone it is a coaching

moment because you have the opportunity to

educate, influence performance and get ahead of

conflict

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Coaching and Selling ARE the Same ….!

Coaching Selling Influencing an individuals behavior for change and

advancement

Influencing an individuals behavior to gain a decision for

a product

Ongoing relationship building to build trust for a safe

harbor to receive the messages

Ongoing relationship building to build trust for a safe

harbor to say “yes” to ideas, products and services

Both parties benefit from coaching and creating change Both parties benefit from creating a “yes” and creating

change

What's in it for me? What's in it for me?

Good salespeople are good coaches Good coaches are good salespeople

Helps the “coachee” see and accept concepts and

consequences for personal development and gain

agreement

Helps the customer see and accept concepts and

consequences of a decision for or against the bank and

gain agreement

Feedback based and bi-directional Feedback based and bi directional

Coaching requires objection handling skills Selling requires objection handling skills

6

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Coaching, Telling and Mentoring

“Don’t _____ what I'm not _____ you”

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Coaching, Telling and Mentoring

“Please don’t _____ what I'm not _____ to you”

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Coaching, Telling and Mentoring

Telling is linear, one directional and limiting

“Let me Just tell you what to do”

“I'm telling you ….”

7

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Coaching, Telling and Mentoring

We need to understand – if we don’t, how do we coach?

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Coaching, Telling and Mentoring

What to do the following coaching scenarios tell us about the

emotions that they are experiencing and we are seeing?

How does this feel to look at?

Coaching is direct and indirect – intrinsic learning

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Coaching, Telling and Mentoring

The man standing: The lady sitting:

______________ _____________

______________ _____________

______________ _____________

8

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Coaching, Telling and Mentoring

Coaching is bi-directional, open ended and keeps the door open

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Coaching, Telling and Mentoring

Being a coach and a mentor is often a volunteer experience and often

serendipitous.

Seeking out those opportunities is healthy, smart and proactive.

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Module 2

Effective coaches always think about and plan for the best

timing, atmosphere and location for a successful coaching

session. Coaching in an environment that is safe and secure for the both the coach

and the person being coached is paramount to having a successful session and outcome. I

can’t imagine anyone would like to be coached in an open atmosphere with many prying

ears especially of the message to be delivered is a tough one! Embarrassing someone is a

guaranteed way to make sure your message is not received! I remember when I was

coached by the best I was always asked, before any coaching began if I was ready and

willing to accept and receive coaching. Additionally a good coach acknowledges

willingness and readiness as well. Conversely a good coach knows when not to coach and

looks to set the stage at another time. I have always favored taking someone to coffee or

finding a nice place where we can both be relaxed. Going for a walk has always worked for

me. The trick is to avoid having the person being coached getting defensive and the right

location can keep everyone calm and in a good place to listen.

9

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Setting the Stage for Successful Coaching

Timing is everything…or is it?

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Setting the Stage for Successful Coaching

Is coaching always planned?

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Setting the Stage for Successful Coaching

When does coaching happen?

10

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Exercise – Opening

What is a highly effective “opening line” for a

successful coaching moment or session?

___________________________________

___________________________________

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Setting the Stage for Successful Coaching

Where does coaching happen?

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Exercise

Setting the stage and finding a place to coach is crucial

to successful coaching

11

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Exercise

The setting impacts the message being delivered

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Exercise – When to coach?

1. Deliver good news

2. Share good news

3. A tough review

4. Review performance issues

5. Discuss a personnel conflict

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Exercise

Five places coaching should happen here:

1. ______________

2. ______________

3. ______________

4. ______________

5. ______________

12

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Exercise

Five places coaching shouldn’t happen:

1. ______________

2. ______________

3. ______________

4. ______________

5. ______________

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Exercise – Where will you coach?

1. ________________________

2. ________________________

3. ________________________

4. ________________________

5. ________________________

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Communication Styles

Intuitive Style

“The Intuitive type refers to those people who are not terribly emotional, but who

are quite free form. Intuitive types don’t necessarily like things to flow from A to B

to C and so on. They like to cut to the chase, so it’s best to skip directly to the end:

what’s the real value you are bringing this person today? If you can get the Intuitive

types in your audience to buy in on the end result right away upfront, you’ve got a

much better shot at getting them to listen to all the other stuff you’ve got to say.”

-Mark Murphy Founder of Leadership IQ.

13

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Communication Styles

Analytical Style

“The Analytical type refers to those people who prefer things unemotional but

linear. These are your “just the facts” kinds of people. They don’t want to hear a lot

of warm-and-fuzzy feeling words, so don’t waste the Analytical-type communicator’s

time by telling them you understand their pain; instead just give them the numbers

and data they need and want.”

-Mark Murphy Founder of Leadership IQ.

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

DISC - Communication Styles

Functional Style

“The Functional type refers to people who generally like their communication to

be emotional and linear. These folks like to have control of the process so it’s always

best to move in a linear fashion: from A, to B, to C and then follow through right to

the end. If you try to skip around in your presentation or jump to the enticement of

your “wow” finish, you risk losing the attention of the Functional-type

communicator.”

-Mark Murphy Founder of Leadership IQ.

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Communication Styles

Personal Style

“The Personal relater is both free form and emotional. These are the folks who

want the warm-and-fuzzy emotional approach. So feel free to dive right into all the

details such as: Who else is going to be involved/ how getting involved will make

them “feel”/ who else they will touch by getting involved, etc. You can’t just come

in and dump a bunch of facts on personal-type communicators, even if they are

startling facts. These folks are still going to need a more interpersonal connection.”

-Mark Murphy Founder of Leadership IQ.

14

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

Exercise

Which style are you?

Copyright © 2014 Todd Cohen. All rights reserved. No reprints without permission.

“Coaching not Telling”

Coaching not Telling

Setting the

Stage

Self Esteem and

Coaching for Future

Mutual

Validation

Creating Opportunity

Call to Action and

Accountability

Recognition

Coaching is Not Linear

Coaching IS Selling

To learn more visit:

www.toddcohen.com

FREE Newsletter

“Everyone's In Sales”

@www.toddcohen.com

Sales Culture Workshops™

Sales Culture Keynotes

“Everyone's In Sales”

Trcohen

@salesleadertodd

n Customer Service and Salesn Human Resourcesn Managementn Marketing and Advertisingn Safety and Risk Management

Video categories include:

Quick, convenient, readily accessible and FREE

ARArental.org/go/RentalU

No matter what your time constraints, look to Rental U for valuable training.

This FREE, online resource offers more than 100 streaming videos — just for ARA members.

Find the right person for FREE with ARA’s job board

Go to the American Rental Association’s (ARA) job board on the industry’s only official Rental Career Center — RentalCareers.com.

ARA’s rental-specific job board:

• Connects you with the candidates you need — talented individuals who want to work in the equipment rental industry.

• Allows you to post jobs and find candidates — all are free, thanks to ARA membership.

See how ARA’s Rental Career Center can help you.

Go to RentalCareers.com. Click on “For Employers” or call 800-334-2177.

RentalCareers.com

Use this recruiting resource to connect your business with the right people