Tips for effective coaching conversations

Coaching Tips to Strengthen Effective Behavior:

• Recount the successful behavior, in detail and its outcomes and impacts.
• Use specific examples and elements that contribute to a successful result.
• Help the employee to identify the root causes for this successful behavior.
• Brainstorm with the employee about benefits/ways the behavior can be replicated in the other circumstances.
• Express your confidence in the employee’s ability to continue to demonstrate it.
• Document notes of this discussion.
• Observe and praise repeated demonstration of the successful behavior.

Coaching Tips to Address Poor Performance:

• Focus on one specific behavior considered to be poor performance.
• Describe one thing the employee could do differently to achieve greater success. Caution: discussing only the cause in detail won’t create different results.
• Describe the benefits of the desired behavior and your confidence in the employee’s ability to demonstrate it.
• Use specific examples, time frames and explain the impact it would have on others.
• Listen carefully and be open to the employee’s perspective without judgment.
• Help the employee identify how to master and apply the new desired behavior.
• Draft a mutually agreeable development plan, if required.
• Document key elements of the discussion.
• Set dates for a follow up discussion.
• Observe for and praise demonstration of the new desired behavior.

Coaching Tips to Follow-Up on Poor Performance

• Gather sufficient evidence of demonstrated behavior and results: direct observation, specific work results, reports and records, feedback shared from others, including customers.
• Review the initial discussion around poor performance. Praise any progress made by the employee in demonstrating the desired behavior as well as on the employee's development or performance improvement plan.
• Engage the employee in discussions about why behavior improvements are insufficient, and look for a reason why.
• Describe, in detail, the desired behavior and when/how it should be exhibited.
• Discuss consequences of poor performance and agree on next steps.
• Ensure that employees have all the support and resources they believe necessary to help them change their behavior; allocate as required.
• Check-in frequently.
• Set dates for improvement milestones and review on going.
• Frequently communicate your confidence in the employees and your support of their development.