©Telephone Doctor, Inc, St. Louis, MO Coaching – The Power of Questions

©Telephone Doctor, Inc, St. Louis, MO Learning Objectives You will be able to explain what coaching is and how it differs from teaching or training. You will be able to describe the different types of questions a coach may use. You will be able to explain the importance of asking questions when coaching. You will be able to demonstrate the ability to frame and ask different types of questions while coaching.

©Telephone Doctor, Inc, St. Louis, MO Discuss… What is coaching? What is the difference between coaching and teaching?

©Telephone Doctor, Inc, St. Louis, MO Our definition of coaching A style of management in which the manager encourages people to reach their full potential by encouraging self- belief and self-development.

©Telephone Doctor, Inc, St. Louis, MO Teaching and training involve transferring knowledge and skills to other people.

©Telephone Doctor, Inc, St. Louis, MO How does a coach help someone to improve if that individual is already a better performer than the coach? Discuss…

©Telephone Doctor, Inc, St. Louis, MO Our definition of coaching A style of management in which the manager encourages people to reach their full potential by encouraging self- belief and self-development.

©Telephone Doctor, Inc, St. Louis, MO How do people improve? Self-belief gives people the drive. Self-development gives them the means.

©Telephone Doctor, Inc, St. Louis, MO Encouraging success… Helping people to set goals for themselves that stretch them beyond what they can comfortably achieve but which are within their capacity. Helping them to achieve those goals by encouraging them to devise and implement their own effective action plans.

©Telephone Doctor, Inc, St. Louis, MO Encouraging self-development… Helping them to review their experiences and to draw appropriate lessons from them. Helping them to understand themselves better by providing neutral, objective feedback.

©Telephone Doctor, Inc, St. Louis, MO More aware By providing feedback By asking questions

©Telephone Doctor, Inc, St. Louis, MO Neutral feedback “Your right foot was about two inches in front of your left when you landed.”

©Telephone Doctor, Inc, St. Louis, MO Judgmental feedback “No, your feet are still not together all the way through.”

©Telephone Doctor, Inc, St. Louis, MO Judgmental feedback “You are really good with people.”

©Telephone Doctor, Inc, St. Louis, MO Neutral feedback “Three of your people have told me that they feel very motivated working for you. When I asked why this was they said it was because you worked so hard yourself. One person told me that she felt you took too much on yourself and did not delegate enough to her.”

©Telephone Doctor, Inc, St. Louis, MO Discuss providing feedback… Choose a piece of feedback that you would like to give to one of your staff or to a colleague. 1.Devise a judgmental form of words. 2.Devise a neutral form of words.

©Telephone Doctor, Inc, St. Louis, MO Characters Angela – Marketing Assistant Shawna – Sales and marketing manager Chris – Operations Manager Wayne – Account Manager Haq – IT Manager

©Telephone Doctor, Inc, St. Louis, MO There’s been a problem with converting the customer instruction input system to the Internet. The Story

©Telephone Doctor, Inc, St. Louis, MO Questions Help people become more aware Help people think things through

©Telephone Doctor, Inc, St. Louis, MO Types of questions Clarify Simplify Multiply Will it fly? Do it by?

©Telephone Doctor, Inc, St. Louis, MO Questions that increase awareness What do you think is the effect on your team of your adopting this approach? How confident are you that you are going to achieve your goal at the current rate of progress? How stressed do you feel about this?

©Telephone Doctor, Inc, St. Louis, MO Questions that help people think What other approaches might you consider? What would the effect of that be on your department? How would you know if you had succeeded in this goal?

©Telephone Doctor, Inc, St. Louis, MO Discuss… Identify an area of performance that you would like a colleague to think about. Devise a question that would help him or her to do this. Avoid manipulative questions. Be open about your reasons for asking.

©Telephone Doctor, Inc, St. Louis, MO Practice

©Telephone Doctor, Inc, St. Louis, MO Coaching – The Power of Questions