Watch what it's like to coach a poor performer. In the scenario in this course, the coach uses supportive and challenging coaching with Level 3 Listening in order to get to the bottom of poor performance.
- One of the hardest conversations you'll have as a manager…is the one in which you tell a low performer…that things aren't going so well.…To help you navigate that conversation,…we're going to watch CJ, a director of operations…at a tech firm and her report Sam, a customer support rep,…as they make their way through his many challenges.…Now, CJ's done a lot of reflecting on Sam's impact…on customers and the customer service team,…and she's practiced her opening statement…so that her language is clear and direct…and sets a supportive tone.…
Notice how CJ makes use of supportive…and challenging coaching strategies,…how she gives Sam multiple opportunities to find solutions,…and raises the stakes on accountability.…Let's take a look.…- No, this is not about numbers.…We're done talking about numbers.…- Good, good, good, good.…I just want to say, I think I know why you set this meeting.…I suck at customer service, so I'm being fired.…- Sam, you don't suck at customer service.…You have some rough edges but no, you're not being fired.…
LinkedIn Learning (Lynda.com) is a PMI Registered Education Provider. This course qualifies for professional development units (PDUs). To view the activity and PDU details for this course, click here.
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- List three strategies to assess an individual for coachability.
- Identify the essential elements of a coaching contract.
- Recall the three levels of accountability.
- Distinguish among the three levels of listening.
- Summarize strategies for coaching a low-performance employee.
- Summarize strategies for coaching a high-performance employee.