Retail

Coaching
Skill
Developm
ent
 Session
Objectives
“Give a man a fish; you will feed
him for a day.
Teach a man to fish; and you
have fed him for a lifetime”

……Old Chinese
Proverb
 Facts &
Figures
CIPD Coaching 2009 Survey
Result
90% Organizations conduct coaching
70 % said they have increased coaching
spend
63% Line Managers were coach’s
80
How% were
Organizations measureselected
internal coaches coaching&
programmes
trained ?
 Session
Objectives
 What is coaching?
 Coaching, Training & Mentoring
 Benefits of Coaching
 Coaching Barriers
 Qualities of a Successful Coach
 Coaching at Reliance World
→The Coaching Plan – ADP Roadmap
→The Coaching tool – POSC

Coaching Skill Development

→BasicSkills
→Advance Skills
 Coaching Defined
What is Coaching?
Coaching helps an employee to
improve his/her performance at work by
jointly identifying and agreeing a SMART
Development Goal and by supporting
the employee in implementing the
Development Action Steps.
 Coaching Defined
What is Coaching?
Coaching helps an employee to
improve his/her performance at work
by jointly identifying and agreeing a
SMART Development Goal and by
supporting the employee in
implementing the Development Action
Steps.
 Coaching Defined
What is Coaching?
Coaching helps an employee to improve
his/her performance at work by jointly
identifying and agreeing a SMART
Development Goal and by supporting the
employee in implementing the
Development Action Steps.

Coaching is a partnership with an

employee in order to strengthen and
expand the employee’s skills in specific
areas of job performance
 History of
Coaching
1830 in Oxford University - a tutor
who "carries" a student through an
exam.

The first use of the term in relation to

sports came in 1831
Training, Coaching &
Mentoring
 Benefits of
Coaching
Linked to Employee’s own
Performance

Emp
loye
e
 Benefits of Coaching –
1. Develops specific skills they need in
Employee
current role or in the future roles
2. Employees are more competent and
provide service with a sense of
confidence
3. Feels valuable as they receive
personalized development support
4. Can always depend on someone they
trust in need
 Benefits of
Coaching
Linked to Team
Performance

Tea
m
Emp
l oye
e
 Benefits of Coaching –
Team
1. Shares knowledge & skills with
other team members
2. Supports by extending a helping
hand to other team member
3. Maintains the flow of work in the
absence of another team member
 Benefits of
Coaching
Linked to Coach’s
Performance

Cu
sto
r me
Sa
tis
ion fac
Coa t
ch
Tea
m
Emp
l oye
e
1. Coach learns Benefits ofskills
Leadership Coaching
by –
coaching others Coach
2. Employees resolve future problems
on their own
3. Coach builds trusting relationships
with employees
4. Coaching improves employee
satisfaction and commitment
5. Coach has more time for self
development
 Benefits of
Coaching
Linked to Company
Performance

Com
pan
Coa y
c h
Tea
m
Emp
l oye
e
 Benefits of Coaching –
Company
1. Higher Productivity
2. Reduction / Elimination of errors
3. Reduces employee turnover
• Employees value employers who care
about their development
 Benefits of
Coaching
Linked to Customer
Satisfaction

Cu
sto
er m
Sa
Coa tis
ch tion fac
Com
pan
y
Tea
m
Emp
l oye
e
 Benefits of Coaching –
Customers
1. Receives consistent service
2. Employees are more empowered to
resolve problems quickly
3. Customers experience a more
positive employee attitude
 Coaching Barriers

1. Lack of time
2. Lack of confidence in ability to coach
3. Lack of specific job knowledge
4. Coach is close to the same age or
younger than the employee
5. Fear of possible conflict with the
employee
6. Didn’t know it was my job
 Qualities of a Successful
Coach
Fair & Flexible

Challenges
limitations

Boosts
Confidence
The Task
Master Inculcates
Winner instinct

Strives for Subjects to Inspires

Perfection Rigorous Grind Performance
 Qualities of a Successful
Coach
Determined &
Focused

Thoroughly
Hands –On

Knowledge
& Expertise

Experience
& Exposure

The Motivator
Nurtures Talents

Transforms
A Change Agent Builds Leaders
Attitudes
 Coaching
1. Ensure you understand thePlan
ADP – ADP
Roadmap Roadmap
2. Explain the ADP Roadmap to the
Coachee in details
3. Plan the Roadmap activities with the
Coachee
4. Complete the online ADP On-the-job
schedule
 Tool – Performance
Observation
1. Personally Scorecard
Coach or assign an expert
coach
2. Observe the Coachee and note down
in the POSC
3. Provide constructive feedback on AOI
4. Follow through with Coachee in all
the phases of ADP Roadmap
5. Complete online Recommend
Coachee for ADP Certification
6. Award the certificate to the Coachee
 Coaching Skill Development

Min - 5 Min - 15

SMT & Diamond Coach Master Coach

1. Feedback Skills
SLDP 2. Listening Skills
3. Performance
Discussion Skills
4. Interpersonal Skills
5. Questioning Skills
Silver Coach Gold Coach
ADP

Min - 5 Min - 15

Number of Coaching Sessions

 Session
Objectives
 What is coaching?
 Coaching, Training & Mentoring
 Benefits of Coaching
 Coaching Barriers
 Qualities of a Successful Coach
 Coaching at Reliance World
→The Coaching Plan – ADP Roadmap
→The Coaching tool – POSC

Coaching Skill Development

→BasicSkills
→Advance Skills
Question
s&
Comment
s
Thank
You