February 16, 2012 — Theresa DaBiere-Craig
Most of us can recall a special person who played a positive coaching role in our lives. One of the most important roles of managers in the workplace is that of a coach. Managers serve as a coach when they recruit, train, mentor, advise, supervise, lead, and inspire their employees. The Center for Employer Services at FM offers training for managers to enhance their skills and gain more confidence in coaching employees to reach their full potential. In some cases, they are working with employees to reach expected performance standards and in other cases, they are helping employees advance from good to great.
Managers are often reluctant to provide coaching. Contributing factors include time constraints, lack of effective communication skills, and absence of the right tools or formal training on coaching performance. They may be uncomfortable when they have to address sensitive topics or deliver tough messages. Some have reservations about putting effort into coaching because they expect that their employees will automatically fulfill their job obligations, and they find it especially difficult to deal with work ethic issues. Also, often overlooked are the many coachable moments with employees who are doing a good job; this can elevate the level of their contribution to the organization. While many business, education, and employment professionals are examining how to build the capacity of the emerging workforce, the managers on the front line are still left with the day to day challenges and opportunities to coach their existing workers to excellence.
Coaching requires excellent communication skills. The ability of a coach to effectively articulate instructions and expectations directly relates to employee performance. Many managers tell us they need help in getting their messages across on issues relating to productivity, quality and work rules. Some of the typical workplace scenarios that are addressed in coaching training include attendance, interpersonal relationships, following procedures, and meeting performance goals. In addition to improving how they deliver their coaching messages, managers need to develop an understanding of how each employee receives and processes information in order to get the intended response. Improving communication skills “is a journey not a destination” and can always be enhanced by more training.
Coaches need to have the skills to bring together people with different personalities and opinions in order that they work as a team. The ability to foster cooperation and build consensus is essential to getting everyone aligned with the organization’s mission, vision, goals and operating values – easier said than done in any setting! Coaches face push back and conflict every day, but some conflict is useful. The underlying reasons or situations surrounding the conflict may provide valuable insight on how to improve the work environment or procedures. Learning how to manage and make the best of conflict is an important skill.
Fortunately there are effective tools, techniques and training programs to support managers in their important role as coaches. The Center for Employer Services at FM utilizes a combination of classroom instruction, relevant discussions and practical activities in order to reinforce coaching skills developed in training. Although some people seem to have natural talents for coaching, most managers can gain valuable expertise from formal training. Successful organizations understand the importance of providing workplace coaches with the tools and skills to engage their employees and lead their teams to victory!
Theresa DaBiere-Craig is the Outreach Representative for the Center for Employer Services at FM. For more information on training programs for your workforce call Theresa at (518) 424-9370 or (518) 736-FMCC.
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