HR Management for CX

Coaching Do’s and Dont’s you should know about

Coaching is difficult

It has the power to shift thought processes, manage learning gaps, and put those unsaid feelings into words. However, for the coaches, making sure everyone is well-trained and knowledgeable can be a learning process on its own. A strong coaching program starts with a great coach. Check out the following guidelines to help yourself be one.


Be relevant

Be sure your coaching sessions are focused on real situations that are connected to helping the person with their goals. Don’t make it about what you want to achieve. It’s about the other person. So stay aligned by asking questions.

The right kind of motivation

Be appropriate in how much support you give and what you do for your coachee. Don’t take on more responsibility than is necessary. Rewarding is ok as long as it as viewed as positive and not manipulative.

Make the goals possible

When creating a plan for your ”coachee” to follow, it should set up and organized to be achievable and set with deadlines to keep the person motivated.

Make it manageable

While in a session, the person shouldn’t have to guess what the issue is going to be about. Be brief and to the point. Don’t try to get everything done at once with just one session. Separate the sessions into different topics and goals so that the other person doesn’t feel overwhelmed.

coaching dos and donts you should know about

Looking at the results

Seeing someone make the same mistakes over and over can be frustrating, but stay focused and choose your words carefully. Check out this blog post by Greg Levin (Founder of Off Center) that gives an honest (and funny) look at how coaches can choose to give feedback in a call center. Even though its uncomfortable, effectively giving feedback will encourage the person and build up your relationship.

Ask the right questions

When asking questions, ask mostly open-ended questions to keep the conversation going. Closed yes and no questions will kill it. Don’t answer the questions yourself. Asking good questions will get the person to think more openly and be able to give more action options and ideas. Actually value their ideas and concerns, don’t assume that you know better than they do.

It takes time to be a good coach. Yet, when used correctly, it’s a powerful tool that creates a friendly space to listen, ask questions, show compassion, acceptance and bring out the persons best qualities.


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