mod 5 coaching skills nt_lb_6_2-_14
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Coaching SkillsCoaching Skills
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Coaching Skills Include –
ListeningBody Language
Questions
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Listening
Just how good are you at listening?
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Listening
On the average, people are only about 25% effective as listeners
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Listen for:
• What is behind the words.
• What is the other person’s point of view
• All the things that might be in a person’s life or from the context of his/her life that might “shape” meaning
Listening
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v1.4
Listening Skills
Rules for listening:
• Use body language to show interest• Avoid distractions• Don’t interrupt• Listen with empathy and openness• Use active listening techniques
Listen Question Reflect and paraphrase
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Components of PowerfulListening
• Set your own agenda aside.
• Say what you heard to verify.
• Avoid making quick assumptions.
• Avoid deciding what you will say in response while the individual is still talking.
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Listening Through Filters
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Coaching Tip
Our knowledge, experience andintention “filters” what we hearand “influences” what we say
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Are you really listening
…or are you just waitingfor your turn to talk?
Listening
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“ Everyone wasn’t raised at your house”
Listening
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Body Language
When Coaching
1. Scan their faces and eyes
2. Look at their body3. Examine what they are wearing4. Listen to their tone of voice5. Bow, kiss or shake hands6. Listen to their words
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Questioning
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Questioning
“The average four year old asks three hundred
questions a day. The average college graduate asks
twenty.”
Larry Wilson, AON Consulting
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Questions are a powerful yet simple means to achieve a great deal:
• Find specific or necessary information
• Establish strong relationships
Questioning
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v1.4
How Does This Sound?
It doesn't seem like you have a good understanding of the new products?
Why did you approach the customer that way?
How do you know your plan will work?
Are you sure that’s the right decision in this situation?
_________________________________________________________
_________________________________________________________
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Have you tried to different means of negotiation with this customer?
_________________________________________________________
Exercise - Group
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Questioning
Types of questions
1. Open ended vs. closed2. General vs. specific3. Multiple-choice4. Leading5. Indirect
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Examples
• What is the most helpful thing you can do in your account right now?
• What would it take to help you get this done?
• What do you need from me to make this happen?
• What are the likely outcomes of your proposal?
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Summary
1. Body language represents 55% of the communication process.
2. Read body language clues in clusters and in context, then interpret.
3. Watch for cultural differences.
4. Watch out for the desire to ask leading questions.