Coaching: It isn't just for jocks

Okay, so the recognition stuff is out of the way and probably wasn't news to anyone (I hope).  At this point, you might be wondering, 'what the heck is this about coaching?'  Well, it's a different spin on leadership to help employees be the best they can be. 

Let's assume you come across a problem where an employee is doing something incorrectly.  For example, you know you trained Margo on how to organize the end caps in her section of the store, but you have noticed twice now that the end caps aren't set up properly.  In a typical scenario, you pull her aside and explain what was wrong, how it should have been done, and gently make it clear that it needs to be done the right way from now on.  That approach seems to make sense, right? 

Let's rewind, and try this on for size: instead of telling Margo, why not ask her to identify what is out of place herself?  We want to put Margo in the driver's seat and help her figure out the issue and the solution on her own.  Why?  Because it will get her engaged in her own development, which makes her feel empowered and valued.  Being engaged is what will get fast and sustainable results.  Telling people what to do isn't always received well, and doesn't get them to be a part of the solution and the dialogue. 

So, how do you do this?  "Hey, Margo, do you have a few minutes?  I was hoping you could walk me through your end cap set-up.  Can you tell me your process for getting this done?" 
When Margo starts to explain the process she goes through, your job is to help her identify where in the process she went wrong or missed something by asking her questions.  In some cases, the 'aha' will happen naturally and you almost don't need to do anything.  In others, she may have just missed what you said in the training and she simply doesn't know.  At that point, it's okay to tell her.  You would be amazed how many people already know what they did wrong and will freely admit it when you do this in an open and non-intimidating way.  The trick here is that these coaching moments should not be held against the person - it is a learning tool.  You won't get the same level of engagement and honesty if you make this a punitive situation.  You can, however, hold the person accountable for not engaging in or using these discussions for their benefit when they continue to miss the mark on their performance. 

I challenge you to try this coaching thing on for size and see how it can work for your business!