Advanced Scorecard Coaching

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Business Issue - Scorecard coaching (coaching direct reports to achieve outstanding and predictable results) is one of the primary responsibilities of managers at all levels in a customer-centric arena like sales and service. To have the greatest impact in scorecard coaching conversations, managers must master specific coaching best practices:

Utilizing high-impact questioning strategies

Soliciting and providing targeted and balanced feedback

Addressing resistance to coaching

Building strategic action plans

Omega Performance’s Solution - Advanced Scorecard Coaching is a facilitator-led, interactive coaching workshop that equips managers to conduct highly effective and efficient scorecard coaching conversations with direct reports that add the greatest value to them and to their performance. During the workshop, participants practice by coaching one of their actual direct reports, thereby benefiting from a very realistic learning experience.

What Is Included

During Advanced Scorecard Coaching, participants engage in a variety of exercises and a videotaped skill practice of the coaching conversation with the real-world employee. Completing the advanced workshop deepens the use of the Coaching Model. It also focuses on high-impact coaching best practices such as utilizing an effective questioning strategy, soliciting and providing high-impact balanced feedback, addressing resistance to coaching, and building collaborative action plans that actually produce desired results.

Upon completing Advanced Scorecard Coaching, participants are able to:

Plan and demonstrate questioning strategies tied back to Omega’s Performance Pyramid which defines the activities, skills, and knowledge that drive a particular result.
Apply Omega’s Coaching Model to build ownership and accountability, and teach employees to "self-coach."
Solicit and provide the highest-impact balanced feedback about what the direct report did well and must improve to drive results.
Use Omega's Handling Objections Model to address resistance during scorecard coaching.
Build specific action plans during the coaching conversation which meet Omega's ACT Standards—Accountable, Concrete and Time-Specific.
Self-assess and receive balanced feedback from a small group of peers and a certified skill practice coach following a recorded skill practice with their direct report.
Develop an action plan for on-the-job skill application and growth.

Delivery Options

Advanced Scorecard Coaching a one-day workshop conducted by Omega Performance consultants. Maximum attendance is 12 participants. Leader training is also available.

Results You Can Expect

Advanced Scorecard Coaching helps your managers:

Create prompt and sustainable increases in sales growth, customer loyalty and retention, and profitability
Foster their direct reports’ ability to “self-coach” on a daily basis
Derive the greatest return from top performers, convert average performers to top performers, and retain them all
Raise the level of sales and service management effectiveness throughout the organization
Ensure that all time spent coaching is time that adds high value to the direct report, the coach, and the organization

Who Should Be Trained

Advanced Scorecard Coaching is for all levels of management in your retail sales and service organization. Its primary focus is on area and financial center managers.

Prerequisites

The prerequisite for Advanced Scorecard Coaching is the foundational Scorecard Coaching workshop. Prior to the advanced workshop, participants must make arrangements for one of their average-performing direct reports to be available by phone for a real-world scorecard coaching conversation during the afternoon of the workshop.

Sustainment Skill Development

Advanced Scorecard Coaching is followed in 30 to 60 days by one-on-one telephone "coach the coach" sessions with each participant provided by a highly experienced Omega Performance consultant.

The Omega Performance consultant will schedule a time to listen in on an actual coaching conversation between the participant and his or her direct report. The consultant will note how well the participant followed The Coaching Model and coaching best practices. Following the session, the participant will self-assess his or her "did wells" and "next times".

The Omega Performance consultant will then conduct a "coach the coach" session with the participant and share balanced feedback on the participant's coaching of his or her direct report. They will work together to build an action plan that the coach will share with his or her manager following the session.