1. Retention Skills v. 12-5-2011

2. Learning Objective  Learning the Questions to ask  Practice probing question techniques  Learn when and how to apply the TAB Tools  How to become a trusted advisor  How to use the coaching check list

3. Setting the Stage  The first coaching session  Why did the member join?  How to interact with the Member  Setting the expectations of the member  How do you listen?

4. Preparing for a coaching session  Review visions  Review SWOTs  Review current CSF  Review Board meeting solutions  Create agenda ( need sample)  Review Members SBL

5. Becoming part of the solution  Finding out the member’s challenge  You have the solution  You don’t have a solution

6. Tracking the Solution  Setting Goals  Accountability  Reviewing commitments  Setting expectations  Reviewing the Member Progress Report

7. The Intractable Solution Questions to ask  What is getting in the way of achieving your goal?  What happens if we solve your challenge?  What happens if we don’t come up with a solution?  Why are you afraid to try a different approach?

8. Unspoken Challenges  Must identify underlying problems  Restate question, you must understand the challenge  Use probing questions  Ask why  Build trust through your honesty with member

9. Non-Verbal Clues  Look for contradictory clues  Looking at Holistic  How does this make you feel?  What does this mean to you?  Where are you on a scale of 1 to 10?

10. Neutralizing Weaknesses  Is member working outside of comfort zone?  Who else could do this task?  Why are you afraid to delegate?  What is the worst case scenario?  What happens if you fix this challenge?

11. The Role of you the Coach  Guide and encourage your member  Develop needs that will maximize their success  Don’t let them rest on their laurels  Keep your members challenged

12. Avoid Missteps  Never shoot from the hip  Learn to listen  Manage expectations  Ask probing questions  Repeat back your understanding of the challenge

13. Setting Expectations  Challenge your member to think outside the box  Remember it’s their company  They won’t always follow your advice.  Be honest with your advice

14. Avoid the Roadblocks  Find out why member is not acting on challenge  Ask open-ended questions to find roadblocks  Challenge unrealistic commitments  Take the initiative and help the member find a solution  Help them think proactively

15. Member accountability  TAB works because it fosters accountability  Most business owners are not accountable  Education starts the process  Modify behavior, not attitudes

16. Reinforce Your Value  Members can be shortsighted  Set commitment objectives for the next meeting  Ask what member received from your coaching/board meeting

17. Board Best practices How maximize membership value  Members go to lunch with each other  Members send updates to each other  What else could you do?

18. Questions?