By Lorna Riley, CSP

Motivational coaching is perfect for spot training. It could be as simple as an on-the-fly statement that says, “Great job.” It's even more helpful when paired with more specific comments about what you like or appreciate about someone's behaviors, e.g.

I'm really impressed with the way you were able to maintain your cool under fire. You remained pleasant yet concerned and immediately took action to resolve the customer's problem. That really makes us look good. You're a real asset to this organization. Thanks for doing a great job.

This simple motivational “coaching moment” will enable you to soon discover the power of the 3Rs:

     Reinforced
     Responses 
     Recur

Anytime you observe a behavior that you want repeated, reinforce it with a positive statement such as a compliment. People will remember the reinforcement and tend to repeat (recur) the behavior more frequently. Positive reinforcement creates sustained, desirable behaviors over time. 

Developmental feedback on touchy issues such as a reprimand may take some planning. The more complex the issue, the more planning you may want on your approach.

 Guidelines for Developmental Coaching       

1. Give feedback only on observable behavior and be specific. "I am concerned about the errors in data entry over the past week. Over ten were found." 

2. Never criticize the person, only the situation, i.e. reports, tardiness, errors etc. "There are too many errors," not, "You're making too many mistakes."

3. Give negative feedback in private.

4. Be balanced. Never deliver negative feedback without something positive.

"Your reports have always been complete, accurate, and on time. I'm concerned about the frequency of errors over the last week. What's happening?"

5. Understand the employee's situation and perspective first by asking questions before giving your input. "What's going on with...What happened?"

6. Ask for the employee's input and suggestions for change. Collaborate on a plan of action. "What are your suggestions for improvement? (Listen.) That's great and here are a few ideas that have worked well in the past as well..."

7. Be sure employees hear the feedback directly from you.

8. Try to give one piece of positive or developmental feedback each day to   each employee. Your supportive attention is in and of itself, motivating. "Keep up the great work. We value your efforts. Thanks for being such a great team player. We can always count on you..." etc.

9. Consider appropriate timing. Coaching feedback is most effective immediately after or during the behavior. If you see behavior that needs correction, do it as you're seeing it. Don't stockpile issues. Be sure to follow-up later in the day with a positive, motivational statement. “We really value your work around here. If we didn't, I wouldn't have taken the time to work with you this morning. We appreciate all of your hard effort. Keep up the great job.”

When planning a more in-depth, developmental coaching session where behaviors needs to change, consider the following steps for an effective session:

1. Retain: State what you like about the person's behaviors:

    What I really like about...                       
    You've introduced some great ideas...
    That's helpful...   
    This is a good idea...

2. Change: State what needs to change, avoid "but" and gain agreement: 

    This area needs to be changed...         
    This could use some improvement...
    There are still a few problems...    
    I'm concerned about...

3. Exchange: Collaborate on ideas for improvement:

   What do you think about...       
   How about this next time...     
   How would you do it differently?
   Any thoughts?

4. Gain: Agree on next steps for changing behaviors and follow-through:

   Let's review what we've agreed...
   You will have it back by...
   So what we've agreed is that...                  
   Let's see if we understand the next steps...