coaching style of management for employee engagement style... · use a coaching style of management...
TRANSCRIPT
4/5/2012
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A Coaching Style of Management
Welcome!
for Employee Engagement
Keep your best people and increase productivity.
©Cathy Liska
Guide from the Side®
Agenda
• Define Leader, Mentor, Coach
• How does coaching matter?
• Coaching impact / statistics
• Coaching in the Workplace• Coaching in the Workplace
• Coaching: People Skills
• Coaching: Communication Skills
• Coaching: Engage with Questions
• Coaching: Focus and Motivation
• Q&A
What is a Leader?
Dictionary.com
Leader: a guiding or directing head, as of an army,head, as of an army, movement, or political group.
A leader coaches and mentors!
©Cathy Liska Guide from the Side®
4/5/2012
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What is a Mentor?
Dictionary.com
Mentor:
1. a wise and trusted counselor or teacher
2. an influential senior sponsor or supporter
How are coaching and mentoring different?
What is a Coach?
A coach serves as a strategic partner;the coach empowers the client
to clarify goals, create action plans, move past obstacles, and
achieve what the client chooses.
What is the difference?
• A mentor talks and a coach listens.
• A mentor focuses the ti th iconversation on their
own experience and a coach focuses the conversation on enhancing the skills and outcomes for the other person.
©Cathy Liska Guide from the Side®
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What is the difference?
• A mentor gives advice and a coach asks questions.
• A mentor is the expert with theA mentor is the expert with the answers and a coach is the expert at eliciting the answers from the person doing the work.
How does coaching matter?
A Gallup poll of more than 1 million employed U.S. workers concluded that the No. 1 reason people quit their jobs is a bad boss or immediate
supervisor.
How does coaching matter?
84% of Workers Want to Quit Jobs, Find New Gigs in 2011
“This finding is more about employee dissatisfaction and discontent than projected turnover,” said Douglas
Matthews, president of career‐management agency Right Management, which conducted the poll.
©Cathy Liska Guide from the Side®
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Remember the ‘Old Way’
“I am the boss!
Do it my way or hit the highway!”
Transition
“Let me tell you what I think and you tell me what you think of my idea.”
or
“Let me tell you what I know so you follow my
example.
What works now?
“What are your options for
getting results?”
Use a coaching style of management to engage people.
©Cathy Liska Guide from the Side®
4/5/2012
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Coaching Impact / Statistics
Gallup: 199 surveys
Employee Engagement:
• Business units in the top half on employee engagement double their odds ofdouble their odds of delivering high performance.
• Companies in the top 10 percent on employee engagement bested their competition by 72 percent in earnings per share during 2007‐08.
Coaching Impact / Statistics
• Coaching has an ROI of 570% ‐Manchester, Inc.
• Training increased productivity 22.4% ‐ training followed by coaching provided a productivity gain of 88%. ‐ Public Personnel Management
Coaching Skills Affect the Workplace
• People Skills(Recognize and flex)
• Communication (Listening and Assertiveness)
• Questions(Empowering)
• Focus and Motivation(Language and Processing)
©Cathy Liska Guide from the Side®
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Develop Coaching Skills
Is coaching something you can learn on your own?
Develop your skills!
•Coaching
•Training
What coaching skills make a difference?
1. People Skills
2. Communication Skills
3. Engage with Questions
d4. Focus and Motivation
1. People Skills
Identify and Flex to Personality and Learning Styles
• Personality: Emotion or Logic, Passive or Aggressive
• Learning Styles: Visual, Auditory, Kinesthetic
©Cathy Liska Guide from the Side®
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Identify Personality
• Feelings
• People stories
• Tasks
• Planning• People stories
• Compassion
• Planning
• Results
Identify Personality
• Cautious
• Take time to think
• Opinionated
• Jump right in• Take time to think
• Indecisive
• Jump right in
• Fast‐paced
Personality: Emotion or Logic; Passive or Aggressive
People Passive Aggressive
Emotion
Logic
Pleaser Celebrator
Investigator Achiever
©Cathy Liska Guide from the Side®
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Identify Learning Style: Visual
Words Eyes
Blank
Clear
Focus
Perspective
Up left = Remember picture
Perspective
Vision
Appears
Glimpse
Look
Show
Sight for sore eyes
Up Right = Create picture
Blank ahead = see
Identify Learning Style: Auditory
Words Eyes
Say
Discuss
Resonate
Question
Straight left = Remember sound
Question
Tell
Hear
Word for word
Tune
Wavelength
Vocal
Straight Right = Imagine sound
Down Right = Internal dialogue
Words Eyes
Feel
Exciting
Grasp
Touch
Down left = Remember feelings
Identify Learning Style: Kinesthetic
Touch
Reshape
Drive
Solid
Calm
Firm Movement
Down Right = Converse with
self
©Cathy Liska Guide from the Side®
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Speak to Who They Are
Pleaser• Loyal• Get Along• Team player
Celebrator• Optimistic• Creative• Humorous
Achiever• Multi‐task• Get it Done• Productivity
Investigator• Analysis• Organization• Accuracy
Align with Their Focus
Visual:
• What does it look like?
Kinesthetic:
• How do you feel about it?
Auditory:
• What key words describe it?
Flex to Personality and Learning Style
• Recognize and respect their personality
• Work with their learning style
©Cathy Liska Guide from the Side®
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2. Communication Skills
• Listening
• Assertiveness
Listening
• What happens when we don’t listen?
• What are the barriers to listening?
Listening Styles
• Biographical
• Responder
• Analyzer
©Cathy Liska Guide from the Side®
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Listening Skills
• Active Listening
– Intention, focus with all senses
• RephrasingRephrasing
– Demonstrates you listened
– You train yourself to listen rather than answer
• Reflective Listening
– They feel you understand
Vi l t O Vi l t Oth ’Violates
Scale of Human Communication Styles
Violates Own Rights
Violates Others’ Rights
Violates Everyone’s Rights
Learned Skill:Respect Everyone’s Rights
Assertiveness
Quit Telling Quit Telling
Start AskingStart Asking
©Cathy Liska Guide from the Side®
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Assertiveness
Stop focusing on the problemStop focusing on the problem
Start Start focusing on the solutionfocusing on the solution
Solution‐focused Approach
1. Where are you now?
2. Where do you want to go?
3. What are the action steps to get there?
4. How can this be prevented in the future?
Do Say What You Do Want
• Humans process in the positive
• Humans hear one in seven wordsseven words
• Choose your message!
©Cathy Liska Guide from the Side®
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I Statements
(Avoid saying you)
Listen and Communicate Effectively
• Actively listen, Rephrase, and Reflect
• Quit telling, start asking
• Focus on the solution
• Do say what you do want• Do say what you do want
• Use I statements
3. Engage with Questions
• How important are questions?• How important are questions?
• How do words change questions?
©Cathy Liska Guide from the Side®
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Clarifying versus Interpreting
My boss dumps too much work on
me.
Are you worried you are unable to handle the work?
Interpreting
What are your considerations?
Clarifying
Open‐ended versus Closed
Anything else?What else?
Closed
Open
Advice‐free versus Leading
Are you going to join the gym?
Leading
I want to exercise more.
How will you exercise more?
Advice‐free
©Cathy Liska Guide from the Side®
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Probing versus Attacking
What are you spending too much money on?
Attacking
I can’t handle all this debt.
What are your barriers?
Probing
Asking Questions
• Short and Simple
• Forward Focus
• Open to Possibility
• What
• How
• Answer gives next question
4. Focus and Motivation
• Don’t Say and Do Say
• Poison versus Phenomenal Words
• Limiting Language Patterns
• Moving Towards• Moving Towards
• Internal Motivation
• Proactive
©Cathy Liska Guide from the Side®
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Don’t Say
• I told you
• You
• Always or Never
• You know
• I know
• But or However
• Why
• I understand
• You need to…
• You should…
Do Say
• It seems you think…
• It seems you feel…
• Feel, felt, found
• Let’s look at options
• What do you think?
• What you are saying makes sense
• Given…, what would work?
• What is your process to find options?
Poison Words
Try
Don’t
D ’t
Could
Should
WouldDoesn’t
Can’t
Won’t
But or However
Would
Might
Always or Never
Need to
©Cathy Liska Guide from the Side®
4/5/2012
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Phenomenal Words
Imagine
Brilliant
Enlighten
Focus
Now
Because
Easily
NaturallyVisualize
Experience
Realize
Expand
Create
Opportunity
Aware
Peaceful
Tranquil
Possibility
Balance
Calm
Meta Models – Ask Questions!
Language patterns that unintentionally limit understanding and outcome possibilities.
Deletions
–He hates me
–This doesn’t work
Generalizations
– I never
– I need to
Distortion
–You won’t care
–He makes me mad
It must mean that– It must mean that…
Meta Programs = Focus
(Do want vs. Don’t want)
©Cathy Liska Guide from the Side®
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Meta Programs = Focus
(Source of motivation)
Meta Programs = Focus
(Initiate vs. react)
Engage with Coaching Skills
1. People Skills
2. Communication Skills
3. Engage with Questions
4. Focus and Motivation
©Cathy Liska Guide from the Side®
4/5/2012
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Motivate Results
• Use effective words and phrases
• Focus forward
• Explore internal motivation
• Plan proactively• Plan proactively
What roles call for coaching skills?
• Leaders• Managers• Supervisors• Business Owners
• Project Managers • Human Resource Professionals• Trainers and Teachers• Consultants and Counselors
Thank you!
Questions & Answers
Cathy Liska
Cathy@CenterforCoachingCertification.comwww.CenterforCoachingCertification.com
www.CenterforCoachingSolutions.com
©Cathy Liska Guide from the Side®