Unfortunately, good performance doesn't last forever.
Everyone downs as well as ups.
And you're a coach, it's just as important that you never let poor work go unnoticed.
Yes, yes, but but unless I have a specific date or billy number I can't
ma'am What I'm trying to tell you if you listen for just a second is I have no way of helping you unless?
Please tell me you don't talk to all of our customers that way.
The conversation I just heard is completely unacceptable.
You didn't hear her language.
I can't do anything about her attitude.
What I'm concerned with is yours.
Would you want to be correct?
So don't do it to the people you coach.
The idea of when you see it, say it, only works when you're coaching good work.
When you're coaching poor work, the trick is to make it private and make it positive.
First thing, get them alone, or at least away.
The sooner the better, but make sure it's private.
Now the hard part, making it positive.
Take a deep breath and ask yourself, are you correcting things for their success or yours?
Are they doing it wrong or just differently than you would?
Are you angry or irritated?
If not in a completely positive frame of mind, stop and wait until you can be.
Then, proceed with caring.
I call sounded like a rough one.
Remember, a good coach is willing to let the learner choose their own path.
So be careful not to jump in with all the answers.
Just jump in with a few questions.
So how do you think it could have gone better?
And feel like saying, here's what I think, stop, take a breath, and ask them, what do you think?
Well, she's bound to call back.
What are you going to say?
It seems like there's not much you can say.
It's amazing what you'll hear if they think you're really listening.
And of course, what do you do when you're listening?
hear them come up with a great solution?
Never good work go unnoticed.
Robin, I think that's exactly right.
Just let her vent for a while until she's ready to listen.
But what if they don't have the answers?
At that point, a tip or a shortcut or some Some practical advice from you can do wonders.
Actually, why don't we practice a call right now, okay?
Hello, this is Robin and the Counts.
And be patient if it takes them a couple of tries to get things right.
They'll learn more from a few of their own mistakes than a hundred of your words.
Like they say, the only two words.
The true is the failure to try.
If they're making mistakes, it means they're trying.
And trying hard is exactly the kind of good work that you should never let go unnoticed.
They'll be surprised how often your team members can work out their own problems if you just ask the right questions.
