1. Retail Coaching Workbook

2. Core Communication Skills of the coach 2

3. Why Ask Questions  Gather information  Control the conversation  Identify needs and requirements  Probe for evidence  Check Understanding  Facilitate two-way communication 3

4. Questioning Skills - Types CLOSED QUESTIONS (Low Value) OPEN QUESTIONS (High Value) TO OBTAIN YES OR NO ANSWERS AND PROVIDE CONFIRMATION TO OBTAIN SPECIFIC FACTS AND GATHER INFORMATION IS ARE DOES WILL HAVE WHO WHEN WHERE WHICH HOW MUCH HOW MANY HOW OFTEN WHY 4

5. 5 Coach’s Questioning Skills Listen What would be the best way of resolving this issue? How would you implement that idea? What are the pros and cons of that possible plan? Confirm the need / issue OPEN OPEN - Probing CLOSE ENDED – Closing the funnel Listen 2 EARS : 1 MOUTH - USE IN PROPORTION

6. Barriers to Effective Listening Personal prejudices and stereotyping Personal mindset Inappropriate environment Personal desire to speak and not stay silent Asking too many questions 6

7. 7 Key Consideration: Cultural Awareness "...the single greatest barrier to business success is the one erected by culture." Edward T. Hall and Mildred Reed Hall -cross-cultural researchers “How do we manage people from a variety of different cultural backgrounds?”

8. 8 Understanding and appreciating intercultural differences ultimately promotes clearer communication, breaks down barriers, builds trust, strengthens relationships, opens horizons and yields tangible results in terms of business success. People see, interpret and evaluate things in a different ways. What is considered an appropriate behavior in one culture is frequently inappropriate in another one. Misunderstandings arise when I use my meanings to make sense of your reality. Key Consideration: Cultural Awareness

9. 9 If in doubt, focus on the commonalities Everybody attends a coaching session with a broad objective of getting better at something – Keep talking about their objective Things that might vary: o Speed of talking o Tone Of Voice o Body Language o Quantity of you talking versus them talking o Amount of questions you have to ask o How direct or subtle you are Everybody likes to know they are being listened to – Acknowledge what they say and repeat things back Everybody feels easier with a smile – Greet them with a smile and they will feel more comfortable from the start

10. 10 Build Rapport by Mirroring TrustOpennessReassurance

11. Clarification People may misunderstand something because: English is not their first language It is not in their culture or personality to question things Golden Rule: If in doubt ask them to repeat back to you what they have understood.