Check out this week's performance pointer from Penumbra Group, your best resource for training and development solutions.
In our last pointer we discussed the first step of
performance coaching: Preparation. Before
beginning the Observation phase, sit down with the
employee and share with them what you discovered
during the analysis/reflection time and set the
expectation for the rest of the coaching process.
The goal of Observation is to see your employee in
action in order to provide commentary on the
positives in their behaviors and some suggestions for
improvement. No one wants to feel like someone is
looking over their shoulder so you need to explain
what you will be looking for and how they can best
demonstrate their skills - no surprises. A checklist
can work (Did they prepare an agenda for the staff
meeting? Did they ask questions? Did they thank the
customer?) or a list of competencies can work
(Demonstrate knowledge of system / Create
PowerPoint presentation / Provide problem resolution
to a customer).
The next step is to "shadow" them when they are
interacting with co-workers, direct reports or
customers. You can let everyone know that you are
there to "work in the field". Surprisingly, it won't be
long before they fall into their normal patterns of
behavior and the more you do it the more naturally
they will act when being observed. It's important to
always to tell the employee the purpose behind the
coaching intervention and where the whole plan is
headed. Set this up as a positive win-win for best
results.
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