Coach the Coach

Coach the Coach—C2

Business Issue - Many organizations train managers to coach their employees. But who's "coaching the coaches?" Who's monitoring how well they coach and how well they focus on the right issues in their coaching conversations? It is a best and necessary practice for managers to observe coaching conversations and provide balanced feedback. This is how to create a "coaching culture" that produces predictable sales and service results.

Omega Performance’s Solution - Coach the Coach—C2 is a one-day interactive workshop that enables senior managers to coach your organization’s coaches more effectively for greater sales and service results. Coach the Coach—C2 melds real-work situations with practical models, tools, and assessments for a truly robust learning experience.

What Is Included

In Coach the Coach—C2, participants practice coaching a real direct report based on a previous observation of one of that manager's coaching sessions. This coach-the-coach conversation occurs over a special conference phone line and is kept confidential except for a small group of peers and an Omega-trained skill practice coach. The group provides high-impact feedback after listening to a recording of the call.

In addition to this capstone real-work practice experience, participants assess the coaching content and process used by their managers in coaching conversations and plan ways to enhance both.

To improve the coaching conversations of their managers before they happen, participants plan and practice having "pre-coaching conversations" with managers. Participants assess the effectiveness of their managers' coaching styles using Omega's Coaching Style Continuum. Participants polish how to regularly observe coaching conversations and then conduct an effective coach-the-coach feedback discussion.

Participants also plan how to "audit" action plans managers create during their coaching conversations to assess the effectiveness of those plans against Omega's ACT Standards—Accountable, Concrete, and Time-Specific.

Upon completing Coach the Coach—C2, participants are able to:

Identify challenges they encounter in coaching their coaches.
Provide useful feedback to their coaches about how to balance their coaching style.
Plan and conduct pre-coaching conversations with their coaches to increase the effectiveness of their coaching conversations—before they happen.
Audit the Action Plans from their coaches' coaching sessions to ensure they are focused on the right business issues, are driving performance quickly enough, include concrete actions, and specify accountability.
Apply Omega Performance's Coach the Coach Process to observe coaching conversations.

Results You Can Expect

Coach the Coach—C2 helps your managers:

Assess the coaching effectiveness of the managers who report to them and raise them all to the highest level of performance
Create self-sustaining financial centers led by highly competent coaches who coach to the right business issues and do so with respect for employees
Build a much more productive and better aligned sales and service organization
Create exceptional employee development experiences through coaching, thereby growing and retaining top talent
Expand consistency in their sales and service organization and drive more predictable sales results

Who Should Be Trained

Coach the Coach—C2 is for all managers within the sales and service organization who have managers reporting to them.

Prerequisites

Participants should complete the following Omega coaching workshops: Scorecard Coaching, Customer Experience Coaching, and either of Omega’s advanced coaching workshops (Advanced Scorecard Coaching or Advanced Customer Experience Coaching, or both). Participants should also attend Omega’s foundational sales and service program, Building Customer Connections. Pre-workshop preparation includes an online Coaching Style Assessment based on observing a specific manager who reports to the participant.

Delivery Options

Coach the Coach—C2 is a one-day workshop conducted by Omega Performance consultants. Maximum attendance is 12 participants.

Sustainment Skill Building

Coach the Coach—C2 is followed by two sustainment activities:

Each participant has the opportunity to complete the online Coaching Style Assessment about each of his or her direct report managers prior to and up to 90 days following the workshop. The assessment indicates whether the direct report/coach is too easy, too hard or collaborative as a coach. The assessment goes on to provide suggestions on how to coach to that particular style.
An Omega consultant will work individually with each participant to schedule one-on-one sustainment coaching 60 days following the program.

The Omega Performance consultant and the manager will work via phone to prepare the manager to coach a coach he or she has just observed. The consultant will listen in on the coach-the-coach conversation by conference line, taking notes on how well the manager followed the Coach the Coach process and coaching best practices. Following the session, the manager 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 manager. They will both share balanced feedback on the manager’s coaching of his or her coach. They will work together to build an action plan that the coach will submit to his or her manager.

This individualized one-on-one coaching significantly improves on-the-job transfer and return on investment, and is especially important for managers at this level.