“Coaching, Moment to Moment” discussion

Today we sent out a QBQ! QuickNote on coaching, along with our short YouTube video. Please comment here by sharing with us your example of “The Best Coaching Moment Ever” and/or “The Worst Coaching Moment Ever”! The best examples, in our humble opinion, will win an autographed Outstanding! book by John G. Miller!

This entry was posted on Thursday, February 18th, 2010 at 11:06 am and is filed under Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

5 Responses to ““Coaching, Moment to Moment” discussion”

  1. Joey Peterson says:

    A co-worker just shared this “Worst Coaching Moment” story this morning. She was in a furniture store working with a new, young salesman as the store manager “hovered” near by. At the end of the “sales pitch” she thanked the salesman for the information he shared and said she would need to think about it. The Manager walked over and said… “If you leave this store without buying that bed, your crazy.” “He just told you all you need to know about it and a decision should be easy to make.” Feeling pressure tactics being applied, my friend left the store.
    Sadly, this was a missed opportunity for the salesman to learn and the Manager to train and coach.

  2. Randy Bergstrom says:

    One of my simplest, yet most effective coaching moments came several years ago. I managed a team of data analysts. Our job was to access multiple data sources, assemble standard reports which required calculations to be made and results posted in certain locations, and distribute these productivity measures to our clients.

    One of my team members was quite prone to making errors and her work was having to be checked too much for simple mistakes. We talked. I asked her why she thought it might be happening. It wasn’t a lack of procedural knowledge, she knew what to do. It was a feeling that we operated in such an anomynous manner, she felt little ownership of her product. I asked her, from that day forward, to start personally signing every report she produced and distributed and her mistakes almost immediately dropped to zero. A little personal pride and ownership goes a long ways. In hindsight, it turned out to be a great coaching moment as well! A simple remedy, easy to enact, with immediate and outstanding results.

  3. Darrell Dean says:

    One sunny afternoon I took my son to our local Family Entertainment Center. At the register was a young high school age girl that was very nerves and beside her was the owner. As I approached she greeted me, with some coaching from the owner “How may I Help you today’. I ask for one go-kart ticket and a bottle of water the total was $6.50 and I gave her a twenty. With the owner standing close by her, she counted my change back to me and said your change is three dollars and fifty cents. I said I am sorry but I gave you a twenty. As a look of fear covered her face the owner looked up at me and said in a joking manner “I told her about making tips that way.” He then commonly and politely turned to the young girl and said that is why we do not put the money in the cash drawer until we count the change back to the customer. She quickly looked at the cash drawer and there was a twenty lying across the drawer. She apologized and gave me the correct change and put the twenty in the drawer. I told her no problem and we bought several more ticket that day. I thought the owner (coach) handled the situation great.

  4. My best received coaching moment came several years ago. I was managing a new team and I had another manager leave me a voice mail about the poor service my team had given (or not given) and she wanted me to return her call. After a couple days of procrastination, I called her. What was interesting is that she never raised her voice, never said anything unkind but yet I was feeling extreme guilt for the poor service we had provided. About a year later I was reorganized and was now reporting to this manager. I reminded her of that conversation the prior year and told her how effective it was but I was unclear how she made me feel that way without being cruel or nasty.

    She shared that she always assumes the best in people and when she isn’t getting what she wants or what she is expecting she will start the dialog with “Can you help me understand…?” This tells the receiving party that you aren’t looking for a defense or excuse but simply want an understanding as to why expectations weren’t met. I had my doubts about this approach but have used it consistently for many years now and it is amazing how effective it can be in building relationships and finding the solutions you are looking for.

  5. Vicki says:

    I totally relate to your son’s quick wit and dry sense of humor. Mine get me into more trouble than I can tell you. My manager is always “gently” reminding me that my comments are not always taken in the manner they were given.

    Thank you for your quick notes, I have been a fan of yours for many years. I would LOVE to own the “Outstanding” book. I often forward your quick notes to my department.

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