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Blog Post - August 21, 2020
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How to Use the Three-Step Quick Coaching Technique

Customer Care logoCoaching made easy.

In the previous post, you learned how to determine if work planning, training, or coaching is necessary to improve the proficiency of a targeted behavior.

Let's assume that at the end of the questions, the answer to improving the behavior is coaching.

So, let's explore how to use a quick three step method that follows a modified Tell, Ask, Tell sandwich method.

The three core steps:

  1. Tell the person something you like about what they did or how they did it.
  2. Ask them how they could improve the targeted behavior to achieve the desired proficiency.
  3. Tell them something specific about what you like about how they will go about improving their behavior.

Start by connecting on a positive note. No one likes to be called out. "Constructive criticism" still stings.

Notice in this technique, you never told the person that they did something wrong. Your focus is on incremental improvement until they achieve the desired level of proficiency. This may take one or more systematic approximations to get to the desired level of proficiency.

Next, notice that you asked them how they could improve. You did not tell them directly how to improve. If you did, then that would be your idea. People are more motivated to see their own ideas succeed. Once they come up with an idea, nothing here precludes you from discussing and describing in detail the desired behavior and discussing alternative ways to accomplish their idea. But ultimately, they must choose how they will go about improving.

If they are unable to come up with a way to improve, then ask them how they will to the research necessary to come up with a few ideas to try. Be sure to set a reasonable time for them to get back to you.

The third step allows you to comment positively about what they’ve done and what they will be doing. Always try to end a coaching session on a positive note in a sincere, genuine, and authentic way.

Close by scheduling a meeting so they can share the progress they’re making. Again, notice the approach is not to follow up to see if they did what they said they would do. Rather, it's to showcase the person's progress.



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