Coaching For Performance Improvement
Coaching For Performance Improvement
Coaching For Performance Improvement
DOI 10.1108/14777280610645886 VOL. 20 NO. 2 2006, pp. 17-18, Q Emerald Group Publishing Limited, ISSN 1477-7282 j DEVELOPMENT AND LEARNING IN ORGANIZATIONS j PAGE 17
Figure 1 The COACH model
Observations, documents and interviewing of colleagues can be used for data collection
and diagnosis. The interview method can be used with caution. The colleagues selected for
interviews should be reliable and not become like police or engage in gossip. After data from
various sources confirms what actions learners want changed, coaches can plan the
coaching process. They need to address such questions as: what are the objectives of this
coaching relationship, what are the expected outcomes, what are current actions and what if
people resist being coached.
Clarifying needs is an explanation from coaches that may be needed to convince a person
why the coaching relationship is needed. The reasons may include documents or evidence
of the person’s performance. Without agreement or willingness of the person to be coached,
the coaching process may be ineffective.
Objective setting by both coaches and learners will encourage concrete results. The SMART
concept can be applied here. The goal should be specific enough for learners to focus and
improve that particular action. Measurable goals are preferred if possible. In the call center
case, one of the objectives can be increasing customer calling satisfaction from, say, 60 to
90 percent. Agreement of the learner is very important for real changes. To overcome the
resistance to change, coaches may need longer time for convincing and listening to
learners’ responses until agreement is reached. The objectives should also be realistic and
timed. Unrealistic objectives will demotivate rather than motivate learners to achieve. Also
objectives without a time limit are often disregarded.
Action plan designing is appropriate for comprehensive coaching (simple coaching may
only have a short and defined coaching schedule). The action plan for coaching should
include targeted objectives and outcomes, actions to do, skills to be improved or learned,
levels of competency, a timeframe and follow-up meetings.
Checking activities is evaluation. Activities, skills and outcomes of learning will be evaluated
against the mutually agreed action plan. To evaluate effectively, many activities need to be
demonstrated, preferably in the workplace. Coaches may observe learners’ activities or ask
for feedback from others, such as colleagues and customers. Then coaches will give
feedback to learners or let learners evaluate themselves. More knowledge can be provided
for learners in this process.
Keywords:
Coaching,
Conclusion
Performance management, The COACH model is a simple and easily remembered framework that can work in a variety
Training methods of settings. It allows both coach and learner to be clear about how the proce ss will work.
Corresponding author
Michita R. Champathes can be contacted at: [email protected]
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