This course teaches managers and supervisors how to use the coaching model as a supervisory tool. It defines the differences between coaching and counseling and demonstrates the use of both. Participants learn techniques to improve employee productivity, teamwork and motivation. The difficult employee is addressed, specific performance problems are identified with appropriate solutions, and numerous case studies are used to illustrate various situations. Helpful communication and feedback techniques are role played to overcome a defensive, resistant employee.

No prerequisite or advanced preparation required.

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At the end of this course, participants will be able to:

• Understand why coaching works better than other management strategies.
• Identify when you should use coaching in the workplace.
• Demonstrate enhanced communication skills needed to be an effective coach.
• Learn the importance of defining expectations, setting goals, and conducting informal performance reviews.
• Conduct a coaching session.
• Apply the steps in the coaching process.
• Demonstrate active listening.
• Use a collaborative problem-solving model to resolve issues.

WHO SHOULD ATTEND

• Managers, Supervisors, Line Managers
• Potential and Recently-Promoted Supervisors
• HR Professionals Desiring a Refresher Course
• Customer Service Managers
• Customer Service Representatives

Ann H. Wolfe

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