Coaching
is a key skill for managers in a modern organisation.
Yet the challenge for many of us is finding the time
to catch up with our teams, let alone working through
a coaching session. At 3C, we both use and teach Instant
Phone Coaching to develop skills in a concise and effective
way.
How
Instant Phone Coaching can increase your impact as a
manager or trainer
Preparation
Phone coaching often happens spontaneously. Your colleague
calls asking for guidance or instructions, and you have
to make a choice about whether to give an answer or
use an instant coaching technique. If instant coaching
is an option, use these tips to help you.
Short sessions
A phone coaching session can be as short as 5 to 10
minutes. You might be helping someone practise a phone
call to a client or supplier, or rehearsing how they
will manage an internal meeting. If the session is short,
the techniques covered are likely to be easier to retain
and implement.
No more than 4 ideas
Aim to shape the coaching using 4 simple steps:
- Establish the issue
- Agree on the outcome
- Provide skills and
use role-play if appropriate
- Plan next steps and
feedback
Tips on role-play
Ironically, most of us find it easier to role-play a situation
by phone rather than face to face. Our research suggests
this is because we concentrate on the situation and what
we will say, rather than being affected/embarrassed by
having to pretend the other person is someone else. In
Phone
Delivered Training sessions, it is possible to use
very challenging role-plays that would be difficult to
implement in a face-to-face environment without using
actors.
Tips on feedback
Skills learned through Instant Phone Coaching are often
applied immediately to business situations. Agree with
your colleague on how they will let you know when the
skills have been implemented.
By getting in the habit of instant coaching your employees
during phone calls, you can develop and grow this method
as part of an effective coaching culture within the organisation.
Try treating the next phone enquiry from one of your team
as an opportunity for instant coaching.
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