Going Full Circle: Coaching

You spend a significant amount of time and money on a training initiative. Everybody gets trained. But six months later, it seems like nothing’s changed? What happened?

Often what happens is that the coaching piece is overlooked. The focus is so intense on the original training that the outside-the-workshop skill reinforcement isn’t there. Supervisors don’t know how to support the new skills.

Ameritech wanted to protect their investment in retail sales-training with additional, enhanced training for the managers of the workshop participants. They wanted to make sure the managers had the skills to reinforce the new training on-the-job and in-the-moment. They needed templates and tools to prepare for these conversations. They needed to hone their skills in presenting feedback and handling employee defensiveness.

Working in partnership with FORMAN/greene, we produced an hour-long video to be used as the key component in a video-driven workshop for store managers. The video vignettes include real store managers coaching real store employees, both privately and in one-minute-manager situations on the retail floor. Several employees and managers are followed through the complete coaching process. Real life. Real words. Real emotions.