Coaching For Service

How Coaching Creates Service Experiences For Employees

Dean Newlund

2009 Compete Through Service Symposium

How Coaching Creates Service Experiences For Employees

Over 1/2 Said Their Careers are Stagnant

Not Now,

But Soon

Retention

Will be a

Real Issue.Real Issue.

HBR Study on Coaching.

Develop

capacities

of high

potential potential

managers

53%48%

40%

32%

23% 22%

McGovern, Fisher - Coaching ROI.

23% 22%

Coaching is More Than Giving

Feedback

The purpose of coaching is to

transform another person on their

path of achieving a goal or fulfilling a

purpose.purpose.

� Service experience

� Fosters engagement

Connects service to

Coaching

� Connects service to

life purpose

Providing A Service Experience to Clients

You Can’t Give

What you Don’t

HaveHave

Engagement is the key to

implementing change and gaining

commitment.commitment.

�I Matter

�I’m Understood

Service Experiences for Customers

and Coachees are Similar

�I’m Understood

�I’m Empowered

BehaviorService

Experience

Listening and being present I matter

Open ended questions &

Conveying understandingI’m understood

Conveying understandingI’m understood

For Customer Provide solutionI’m empowered

For Coachee Make requests

Being Head = I Matter

�Listening�Being Present�Being Present�No Inner Monologue

Good Questions = I’m Understood

� Open Ended Qs� Convey Understanding� Convey Understanding� Avoid Giving Answers

Clear Accountability= I’m Empowered

� Make Requests� Give Ownership� Give Ownership� Set High Expectations

75% advance

Interpersonal Skills

75%

80% terminated

Connecting

Service to

Life Life

Purpose

How can We Develop Coaching How can We Develop Coaching

for Service Culture?for Service Culture?

By Creating Service Experiences

with Our Employees.

� On the spot with Honeywell

� Interview Process with Marriott, UK

� Action Learning Projects with heath care

Coaching Opportunities

Action Learning Projects with heath care

company

� Coaching others to coach with AT&T

Thank You Competing Through Service

Symposium