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4 types of behavior

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We can break down behaviors, actions, into two categories – those we can see, and those we can hear. We can further break down how we experience each of these categories as follows:

Visual Behaviors

1. Physical Actions - What I Do

I see you are talking with someone

2. Non-Verbal Actions-How I Do It

Your body position is leaning forward, facing the person sitting across from you

Auditory Behaviors

3. Language - What I Say

I hear you say, ‘I’ll definitely call you tomorrow”‍

4. Vocal Delivery - How I Say It

I hear you emphasize the word ‘definitely’

Looking at behavior with this perspective allows us to move from thinking about ‘performance’, which is large and ambiguous, to instead thinking about a collection of very specific and tangible behaviors – which drastically simplifies our understanding of what to observe in evaluation of that performance. This in turn equips you to have specific coaching conversations around effective behaviors to repeat, and less effective behaviors to change.

Example

To evaluate a manager’s performance leading a team meeting, I would attend & observe:

  • Non-verbal elements like body position, facial expression and hand-gestures – all of which supports his verbal message and adds additional clarification or emotion.
  • Language choices to consider successful transference of the message he meant to convey.
  • Vocal delivery like volume and annunciation which helps convey confidence and enthusiasm.

Coaching Skills

Answer Selection

Points = 0, 2, 5

1. Coach was prepared?

Data/prior commitments/progress/observed performance
Opportunity +0
Acceptable +2
Strength +5

2. Coach warmly connected?

Verbally and body language
Opportunity +0
Acceptable +2
Strength +5

3. Coach praised/appreciated first and genuinely.

Words + facial agreement + detail/examples
Opportunity +0
Acceptable +2
Strength +5

4. Coach addressed a single corrective behavior?

Opportunity +0
Acceptable +2
Strength +5

5. Coach addressed the highest-value corrective behavior?

Opportunity +0
Acceptable +2
Strength +5

6. Coach asked questions about causes/impacts and solutions?

Asking, not telling!
Opportunity +0
Acceptable +2
Strength +5

7. Coach avoided judging / mistrusting / aggressive language?

Verbally and body language
Opportunity +0
Acceptable +2
Strength +5

8. Coach addressed objections and get buy-in?

Resistance/objections
Opportunity +0
Acceptable +2
Strength +5

9. Coach asked for agreement/commitment for a specific action/behavior?

Opportunity +0
Acceptable +2
Strength +5

10. Coach offered actions/commitment to take in support of Agent's commitment?

Opportunity +0
Acceptable +2
Strength +5

11. Coach ended on a high-note?

Encouragement/positive expectations
Opportunity +0
Acceptable +2
Strength +5

Commitments & Follow Up

Answer Selection

Points = 0, 2, 5

1. Coach got a specific, behavioral commitment for how Agent will improve?

Opportunity +0
Acceptable +2
Strength +5

2. Agent's commitments were incremental/step goals, not just a mirror of the end goal?

Opportunity +0
Acceptable +2
Strength +5

3. Coach's commitment actions were appropriate/supportive of Agent's commitment?

Opportunity +0
Acceptable +2
Strength +5

4. Coach's follow-up date/timeline matches urgency/severity of Agent's opportunity.

Opportunity +0
Acceptable +2
Strength +5

Procedures

Answer Selection

Points = 0, 2, 5

1. Coach conducted session in appropriate location?

Opportunity +0
Acceptable +2
Strength +5

2. Coach conformed to acceptable amount of time for coaching session?

Opportunity +0
Acceptable +2
Strength +5

3. Coach followed prescribed coaching methods?

Opportunity +0
Acceptable +2
Strength +5

4. Coach captured session details and notes if/as/where required?

Opportunity +0
Acceptable +2
Strength +5

5. Coach recorded follow-up tasks/actions?

Opportunity +0
Acceptable +2
Strength +5

The higher the score, the more effective the coaching.

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