Observe performance or review work product
Determine if previous commitments were attempted, completed, and how. Decide strengths and opportunities. Capture behavioral and contextual details.
Greet and initiate
Demonstrate interest, help them relax. Set the conversation’s purpose.
Ask for possible solutions
Going forward, how might you handle that differently?
Ask how to implement solutions
How do you think you can make that change / implement that?
Ask for verbal agreement
Will you try that/do that/work on that next time?
Ask for written agreement
Ask they write out WHAT they are doing, HOW, and by WHEN
Coach Commitment
What and When you will do to support their commitment
Log & Track
Track your and their commitments for what you will each do and when
1. Coach was prepared?
2. Coach warmly connected?
3. Coach praised/appreciated first and genuinely.
4. Coach addressed a single corrective behavior?
5. Coach addressed the highest-value corrective behavior?
6. Coach asked questions about causes/impacts and solutions?
7. Coach avoided judging / mistrusting / aggressive language?
8. Coach addressed objections and get buy-in?
9. Coach asked for agreement/commitment for a specific action/behavior?
10. Coach offered actions/commitment to take in support of Agent's commitment?
11. Coach ended on a high-note?
1. Coach got a specific, behavioral commitment for how Agent will improve?
2. Agent's commitments were incremental/step goals, not just a mirror of the end goal?
3. Coach's commitment actions were appropriate/supportive of Agent's commitment?
4. Coach's follow-up date/timeline matches urgency/severity of Agent's opportunity.
1. Coach conducted session in appropriate location?
2. Coach conformed to acceptable amount of time for coaching session?
3. Coach followed prescribed coaching methods?
4. Coach captured session details and notes if/as/where required?
5. Coach recorded follow-up tasks/actions?
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