Coaching The Results Way(CTRW)
Methodology that helps produce results by focusing on Skill vs Will and reinforcing the behaviors that drive sustained excellence.
Model
Coaching The Results Way (CTRW)
Skill Vs Will
Skill on Left
Will on bottom
Counseling the coach inspires the training
Training
Willing to know the task but does not have the skill
Coaching
Developing the agent to skill mastery
Counseling
Agent has skill but is not willing
Inspire
Grow someone beyond their abilities. Have both Will and Skill
Goal For Coaching the Results Way(CTRW)
Strategically guide our associates into improved performance while maximizing profit.
Benefits Of Coaching the Results Way (CTRW)
- Improve work Quality
- Motivation
- Empowerment
- Prepare future Leaders
- Increased Productivity and Performance
Supervisor Role in Coaching the Results Way (CTRW)
- Coach twice a week
- Use MyEureka to make the preparation faster
- Active Listener
- Start and End the coaching session on a positive note
Associate Role in Coaching the Results Way(CTRW)
- Be opened to feedback
- Self observation and Correction
- Use tools like MyEureka to keep track of metrics
Manager Role In Coaching the Results Way (CTRW)
- Make sure MyEureka tool is being used
- Monitor their supervisor’s consistente and effective usage of Supervisor’s Core Activites List.
Two Phases of Coaching the Results Way (CTRW)
Preparation & Delivery
Preparation for Coaching the Results Way (CTRW)
- Review Performance and Previous Interactions
- Demonstrate Trends & Perform Root Cause Analysis
- Develop a Coaching Strategy
Delivery Phase of Coaching the Results Way (CTRW)
- Check for Understanding
- Set Expectation
- Inspect
Coaching Tools and/or tools to identify trends
- Rnet Check Set Inspect (CSI) Coaching Form
- MyEureka
- Triad Interaction Form
- Agent Scorecards
- QA Hearing
- IEX
Metric Review
- Trends
- Good & Bad Metrics
- How the Metrics relate
- What Metrics are on target
- Compare Metrics
Tools to review coaching interactions history
- Rnet CSI Coaching Form
- Roadmap to Sucess
- Personal Success Meeting
- Employee Motivators
Root Cause Analysis
Discovering the root cause of an issue in order to solve the problem that is affecting
First Step for Root Cause
3 Observations
