Coaching Poor Performance

Summary

Coaching performance, whether stellar or subpar, requires a strategic approach. In this video by Atana, the focus is on addressing poor performance effectively. The key takeaway is ensuring that criticism is private and constructive, while celebrating successes openly. Coaches should encourage their team to find solutions independently by asking insightful questions and offering practical guidance only when necessary. This approach not only fosters growth but also builds a trusting environment where team members feel valued and supported.

Highlights

• Don't correct people in front of others; keep it private and positive. 🤫
• Take a breath and ensure you're in a positive mindset before addressing issues. 😌
• Guide your team by asking questions, not just giving answers. ❓
• Celebrate solutions that team members come up with themselves. 🎈
• If they struggle, offer simple and practical advice or training. 🚀
• Remember: effort and trying hard should be acknowledged. 🌟

Key Takeaways

• Always address poor performance privately to maintain respect and trust. 🤝
• Transform criticism into a constructive learning opportunity. 🌱
• Use questions to guide team members towards their own solutions. 🧠
• Celebrate good performance publicly to encourage positive growth. 🎉
• Remember that mistakes are part of the learning process. Encourage trying! 🎯

Overview

In the dynamic world of coaching, dealing with poor performance requires a thoughtful and tactful approach. Atana's video emphasizes the importance of addressing issues privately and finding the positivity in every coaching moment. The focus is on not just correcting mistakes but transforming them into learning experiences, which contributes to long-term improvement and morale.

An effective coach knows the power of questions. Instead of dictating solutions, asking team members how they think a situation could have gone better encourages them to take ownership of their development. This method not just fosters independence but also enhances problem-solving skills, creating a more resilient and self-sufficient team.

Celebrating achievements is equally crucial. When good performance is recognized publicly, it motivates not only the individual but the entire team to strive for excellence. Mistakes become part of the pathway to success, reinforcing a culture where effort is valued and growth is an ongoing journey. The essence of coaching lies in balancing critique with encouragement, ensuring a nurturing environment for all.

Chapters

• 00:00 - 00:30: Introduction to Performance Coaching The chapter introduces the idea that in performance coaching, both high and low performance need to be recognized. It stresses the importance of addressing poor performance explicitly rather than letting it go unnoticed. The excerpt reflects a conversation where one party struggles to address issues without specific data, highlighting a potential communication barrier in performance assessment.
• 00:30 - 01:00: Addressing Unacceptable Behavior The chapter 'Addressing Unacceptable Behavior' discusses a conversation where one person, Robin, is being reprimanded for speaking inappropriately to customers. Despite Robin's defense that the customer was rude, their superior emphasizes that unacceptable language and behavior on their part are not tolerated, regardless of the customer's attitude. The importance of maintaining professionalism even in difficult situations is highlighted.
• 01:00 - 02:00: Private and Positive Coaching The chapter focuses on the strategy of providing feedback during coaching sessions. It introduces the concept of 'when you see it, say it,' emphasizing the importance of privacy and positivity when addressing poor work. The chapter advises to address issues privately, quickly, and with a positive approach. It suggests taking a moment to compose oneself by taking a deep breath, ensuring that the criticism is framed constructively.
• 02:00 - 03:00: Encouraging Self-Reflection and Solutions The chapter "Encouraging Self-Reflection and Solutions" focuses on the importance of maintaining a positive mindset when interacting with others. It suggests that before offering feedback or assistance, one should self-reflect to ensure they are approaching the situation with care and understanding, rather than frustration or negativity. The chapter illustrates this concept with an example of a conversation that begins with acknowledging a potentially challenging situation, reinforcing the need for empathy and support in communication.
• 03:00 - 04:00: Providing Guidance and Encouragement This chapter emphasizes the importance of allowing learners to choose their own path without immediate interference from coaches or mentors. Instead of providing direct answers, coaches are encouraged to ask guiding questions that prompt learners to reflect and think for themselves, such as 'How do you think it could have gone better?' This approach fosters critical thinking and self-assessment in the learner. The chapter advises coaches to refrain from immediately offering their own opinions ('Here's what I think'), but instead to take a moment, breathe, and then ask for the learner's thoughts ('What do you think?'). The underlying message is to encourage self-reliance and personal growth through supportive encouragement and thoughtful questioning, rather than straightforward advice.
• 04:00 - 05:00: Promoting Learning from Mistakes The chapter "Promoting Learning from Mistakes" emphasizes the importance of listening to others to uncover valuable insights and solutions. It highlights the effectiveness of acknowledging and praising good ideas and work when they are presented. Additionally, the chapter suggests that if someone struggles to find solutions, providing them with a tip, shortcut, or practical advice can be beneficial. The key is to let individuals express themselves fully before offering guidance.

Coaching Poor Performance Transcription

• 00:00 - 00:30 unfortunately good performance doesn't last forever everyone has Downs as well as ups and when you're a coach it's just as important that you never let poor work go unnoticed yes yes but but unless I have a specific date or Billy number I can't ma'am ma'am what I'm trying to tell you if you listen for just a second is I have no way of helping you unless I can
• 00:30 - 01:00 hello goodbye Robin please tell me you don't talk to all of our customers that way what no well the the conversation I just heard is completely unacceptable but she you didn't hear her language she was screaming at me I can't do anything about her attitude what I'm concerned with is yours would you want to be corrected in front of your friends not likely so
• 01:00 - 01:30 don't do it to the people you coach the idea of when you see it say it only works when you're coaching good work when you're coaching poor work the trick is to make it private and make it positive first thing get them alone or at least away the sooner the better but make sure it's private now the hard part making it positive take a deep breath and ask yourself are you correcting things for
• 01:30 - 02:00 their success or yours are they doing it wrong or just differently than you would are you angry or irritated if you're not in a completely positive frame of mind stop and wait until you can be then proceed with caring ma'am Hello Goodbye that call sounded like a rough one are you doing okay yeah I guess s
• 02:00 - 02:30 remember to hear that a good coach is willing to let the learner choose their own path so be careful not to jump in with all the answers just jump in with a few questions so how do you think it could have gone better I'm not sure when you feel like saying here's what I think stop take a breath and ask them what do you think well she's bound to call back what you
• 02:30 - 03:00 going to say I don't know seems like there's not much you can say it's amazing what you'll hear if they think you're really listening and of course what do you do when you hear them come up with a great solution never let good work go unnoticed when you see it say it Robin I think that's exactly right just let her vent for a while until she's ready to listen but what if they don't have the answers at that point a tip or a shortcut or some practical advice from
• 03:00 - 03:30 you can do wonders sometimes I'll say something like let me know how I can make it right for you whatever you offer make it simple positive and totally practical at times you'll find that they might need a little more training or maybe they never knew what was expected in the first place actually why don't we practice a call right now okay right now all right hello this is Robin and accounts and patient if it takes them a couple of
• 03:30 - 04:00 tries to get things right they'll learn more from a few of their own mistakes than a hundred of your words like they say the only true failure is the failure to try if they're making mistakes it means they're trying and trying hard is exactly the kind of good work that you should never let go unnoticed don't be surprised how often your team members can work out their own problems if you just ask the right questions