Simulations to Teach Coaches How to Coach

By September 24, 2020call center, contact Center, empathy
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Practice without a purpose is wasted time

Many organizations are great at taking a top performer and promote them into a manager’s role. But what they forget is that not all good frontline employees are good managers.

Recently I was working with a client who wanted to find a new way to teach her managers how to be good coaches.

Let’s first define the difference between “telling” vs. “coaching”. In an article written by Julia Milner & Trenton Milner, in the Harvard Business Review, it presents a great case study on how you can teach managers to be good coaches. Many of them start off with telling employees what to do — this is NOT coaching.

Coaching is a combination of skills that allow the employee to come to a solution of their own accountability vs. being told exactly what to do. I made a two-step recommendation to my client. As she was overseeing Quality Analysts for a global software company, I recommended she first take a look at a Coaching for Performance certification program from Benchmark Portal. They have many certification programs but this seemed to be a great way to give the foundational skills needed to understand coaching. coaching employees

Then I recommended that she use our simulator to build tailored coaching conversations her QA could use to practice various scenarios. As stated in the HBR article, you need to let coaches practice in a safe environment. This is exactly why companies use our simulator. It provides realistic experiences that can blend all of the skills needed such as:

  • active listening
  • questioning
  • giving constructive feedback
  • assisting with goal setting
  • showing empathy
  • letting the coachee arrive at their own solution
  • recognizing and pointing out strengths
  • providing structure
  • encouraging a solution-focused approach

The embedded smart analytics reporting system will allow my client to access detailed metrics in real-time to see how well her QA’s are doing in the capstone activity of completing coaching simulations.

With many people still working remotely, it’s even more imperative that managers have the right skills to help their employees succeed.
If you’re curious to see how to use our simulator to build your own coaching simulations, please contact us.

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