PRE-7: COACHING SKILLS FOR QUALITY SUPPORT

People are an organization’s most essential resource. Coaching is about engaging those resources and encouraging them to be successful. Coaching skills are therefore critical to organizational maturity, to helping an organization increase engagement, commitment, and overall quality. Effective coaching can empower others to be their best, to be more self-aware and responsible. It can also generate improvements in performance and target goals, facilitate relationship-building between people and departments, and maximize the value of training, quality programs, and continual service improvement. These initiatives enable technical service and support organizations to significantly improve service levels, gain operational efficiencies, and increase the organization’s value to the company through knowledge management.

What You Will Learn

  • The role of a coach
  • The increased self-awareness that facilitates effective coaching
  • The skills and techniques for effective coaching
  • Motivating others for improved performance
  • Understanding others and communicating more effectively
  • Holding individuals accountable for putting their training into practice

Who Should Attend

  • Support professionals at all levels, but especially those who are involved in or responsible for quality monitoring
  • Individuals who are preparing to take the HDI Support Coach certification

Course Outline

Day One:

  • What Is a Coach?
  • Do I Have What It Takes to Be a Good Coach?
  • Why Coaching?
  • ROI for Coaching
  • The Value of Feedback
  • What Motivates People?
  • Boundaries
  • BABR
  • Exercise in Reflection
  • Handling Objections
Day Two:
  • Working as a Team
  • Tools of the Trade
  • Logistics of Coaching
  • The Challenge of Change
  • Engaging the Process
  • Remote Coaching
  • Reflection on What You Have Learned

Two-Day Course Includes

Instruction, breakfast,and breaks

Presented by Beth Haggett, LCSW, PhD

Beth Haggett inspires transformation in areas that matter for individuals and organizations. Her vast experience as an organizational consultant, speaker, coach, trainer, and facilitator help her invoke transformation personally and professionally. With more than twenty years of experience improving relationships and assisting individuals and organizations in increased well-being and effectiveness, her coaching curriculum is considered a ‘best practice’ in the support industry and is licensed by several companies. Beth has a Bachelor’s degree in Psychology, a Master’s in Clinical Social Work, a PhD in Mind-Body Medicine and is a certified Master Personal & Executive Coach. In addition to her consulting and training she is an adjunct faculty member at Saybrook University.