Effective Coaching Skills of a Relatable Manager
About This Course
This is a hands-on course where participants will be equipped on how to coach individuals through application of coaching techniques and by leveraging off a coaching methodology to build the team. The learner will practice how to listen deeply and ask questions with insight to better understand the real issues that challenge workplace effectiveness and serving customers and clients; and how to communicate in a productive way towards better workplace performance, including the powerful skill of giving feedback.
Program Objectives
• Understanding the Role of A Coach In Coaching for Service Performance
• How to Be An Effective Coach Through Leveraging the Skills of Listening, Questioning and Feedback.
• Prepare Coaching Plans and Monitoring Progress of Coachees
What You'll Learn
A1 Recognise the role of a coach in coaching for service performance
A2 Prepare a coaching plan for individuals to address service performance issues
A3 Demonstrate the use of coaching techniques to address service performance issues
A4 Monitor progress of individual for improvements in service performance
Key topics covered:
1. The roles, responsibilities and guiding principles for coaching
2. Preparing coaching plans and monitoring progress of coachees
3. Coaching techniques
a. Creating emotionally safe places
b. Giving and receiving feedback
c. Empathic listening
d. Asking good questions
e. Crafting performance plans
Entry Requirements
For this course, learners are assumed to:
1. Have an understanding of the organisation’s vision, mission, values, processes and procedures
2. Have an understanding of the organization’s product and service offering
3. Have an understanding of the organization’s service excellence procedures and practices and be able to impart service practices to peers, juniors and subordinates
4. Have 2 years of experience in a service-related capacity
5. Be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 4