Improving Coaching Moments

Video Transcript:

Hey everyone, this is Michelle at Revela, and I’d like to talk to those who are challenged at times with employees who are not always getting the results that we are helping them work towards. So, we’re going to have those coaching opportunities. One thing we do know (and I have it written on the board) is that what we achieve is driven by what we think.

When we’re not achieving the results we’re looking for, we need to change the way we think. The Iceberg Model is the perfect tool to help us identify how our performance (those results) are driven by our behaviors (those habits). Our habits are driven by our emotions (what we feel), and our feelings are driven by what we think.

Yet, often when we find ourselves coaching our employees to help performance, we tend to hang out on the results, their performance, and what it is they are not doing or should be doing. Not as often do we dive into their habits, and even less often do we go into what they feel about it, their emotions, and what they think about it. Yet we know if we want to help drive the right performance and those right behaviors, we first have to start with what they’re thinking and work our way up to get those results.

So, I want to challenge you with two things:

  1. I’d like to have you let them do the thinking on their own. Help challenge and improve their thinking; grow their thinking. But let them think on their own. Do not tell them what to do.
  2. To help support their thinking, I’d like to have you ask them solution-focused questions. Questions that are focusing on the future: what they could do, what they can do differently to achieve these results. Or ask what they think about something and what they need to do to move toward that upward direction, so they have that “ah-ha” moment and discover what it is they need to do to make it happen.

    An example of a question that might be past-focused versus forward-focused: A past question could be something that sounds like, “Why didn’t you make that happen?” or “Why didn’t you achieve this?” A focus on a solution, a future question might sound like, “What do we need to do next to make this happen?” or “What do we need to do to move towards the goal?”

So two things. Let them do the thinking. And help them focus on the future.

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