So let’s look at a few specific areas where coaching can enable success and how displaying some of these skills and attributes can make this happen.

Leadership

What many people do not realize is the person that asks the questions controls the conversation. However the ability to ask a question that is helpful and enabling to others is even more powerful. Empowering Questioning is a key and very fundamental skill of coaching and all great leaders have the unique ability to form their questions that gets people’s attention, is informative and helps them contribute in a much more meaningful way.

Team Building

The essence of team work is engaging everybody. This happens most effectively if people truly listen to each other. This is not listening at a level where you only relate to what somebody says as it pertains to you. This is about really listening to what somebody is saying (and even sometimes not saying) as it pertains to them. When people do that, connections become much stronger because Intuitive Listening is selfless and makes it more about the other person. This builds collaboration.

Teaching

Truly great teachers have the uncanny knack of presenting information in a manner that gets people thinking. This ability to access somebody’s Curiosity allows them to challenge themselves, see things from other perspectives and very often identify the appropriate course of action. The real key to teaching is not necessarily the information imparted but rather the action that emerges as a result.

One could say that coaching has always been around. However what is different today is that more people are developing these skills proactively as a means of ensuring that they maximize their potential (and those around them), both personally and professionally.

©2012 New England Coaching. All Rights Reserved.

Preparation

Notwithstanding the obvious in terms of punctuality, appearance and relevant collateral materials, this also has a lot to do with the psychological mindset of the salesperson going into meetings with potential customers. Consider approaching this process in a “coach” like manner. Yes you have to present what you sell but the emphasis needs to switch quickly to seeing this as an opportunity to help your potential client identify and get they want? What do you they need, what are their challenges and what would success look like? The key is to authentically coach a potential client that hopefully results in their purchasing your product or service, because they need it; prepare from the client’s perspective.

Execution

By focusing on what the customer wants, it places the emphasis on them and facilitates a discussion around their needs. Present what you have to offer succinctly, keep it simple and should they wish to go deeper, be prepared for that. Watch for body language and tone; these are great emotional cues for what a client might be thinking and feeling. For example, if you notice some restlessness move along quickly or better still, stop and ask what questions might they have or even what they think. Often we execute in a very logical manner but many clients process it emotionally. Execute from both a place of logic and emotion.

Delivery

The sale is never completed when you sign the contract or even get paid. The ultimate result comes from the product or service delivery when you have a fully satisfied customer. This is what enhances the probability of a repeat purchase and this becomes the selling process for that next buy. There is plenty of research to support that there is far less work involved in maintaining a customer versus acquiring a new one. However there is work nonetheless and failure to deliver can result in a loss forever. Deliver what you promise.

©2012 New England Coaching. All Rights Reserved.

The following is a sample of 4 skills and associated behaviors that can enhance any selling process.

1. Self Awareness

How you show up and present yourself (look, demeanor, attitude, communication style, etc) to a client forms a huge part of how they perceive (and feel about) you. Make it good because their perception of you is their reality. Be very mindful of how you come across.

2. Awareness of Others

Strive more to help the client get what they want to buy, rather than just what you want to sell. Consequently, you will listen better, be more informed, and establish much better rapport and more likely close the deal; be genuinely empathetic.

3. Emotional Decision Making

Many argue that we justify based on facts but make decisions on emotions. The important piece to consider is that both are in play and often we over emphasize the former and forget about the latter. Simply take time to consider how those impacted by what you have to offer really feel about it. Ask, what’s your feeling at this time – you might be surprised with the answer you get.

4. Self Management

Inevitably in sales you are going to meet with disappointment. Don’t let this show in front of potential clients. You can manage these emotions and maintain a positive disposition at all times; remain resilient.

Emotionally intelligent behavior can be summed up as doing the appropriate thing with the appropriate person at the appropriate time.

In fact some would suggest that EI might be a better predictor of sales success than experience, intelligence or personality. This is not to say that these are not important but more that Emotional Intelligence should not be overlooked.

©2012 New England Coaching. All Rights Reserved.

Added to this is the fact that more and more training is being conducted online with cost and time being the major drivers behind this. This makes sense up to a point but cheap and quick are not necessarily the best ways to learn. In some respects many might think it’s almost the opposite of the college system; too expensive and too long. So where does the answer lie? Inevitably, as with most situations, the answer lies somewhere in between.

Here are the 5 Key Tips for ensuring an optimum learning experience.

Varied Learning

Blended learning has become somewhat of a buzz word recently and is certainly a positive move in terms of utilizing traditional classroom with online / technology. But varied learning extends beyond this in terms of the importance of striking the balance with lecture, discussion, role play, activities, visuals, one on one coaching, all of which should be designed to ensure maximum engagement.

Competent Teaching

The teachers are the voice of the program and are still the anchors of any developmental experience. They must be knowledgeable, possess the effective communications skills and be able to flex to meet the needs of various learning styles. People are auditory, visual or kinesthetic and good trainers have the ability to mix up how they communicate to ensure all needs are met.

Technology

This can be used to very much enhance your presentation but can also take away from it. Like a good teacher it can also address the needs of various learning styles. However be sure it works, keep it simple and let the content speak for itself.

Practice

It is critically important that a new skill be followed by practice. This is as applicable with professional development as it is with sports. This could be some form of classroom activity, a peer work outside the class or a project. Make it something that ensures the applicability of what has been learned is being transferred back into their real world situation. Learning + Practice = Doing (and perfecting).

Accountability

Unless somebody holds us accountable to getting tasks completed, in most instances, it does not get done. Having people submit logs of completion, doing exams or presenting projects are needed to ensure people realize the importance of what they are learning and that tasks get completed. Consequently they have a much greater learning experience.

So as you plan to either deliver a training program or hire somebody into your organization, be sure to check that all of these are in place.

©2012 New England Coaching. All Rights Reserved.

Of course you might be thinking that this is not realistic and rarely would you have a situation in place when these variables are “in sync”. In fact it might even be suggested that should this be the case then there is no need for coaching. Don’t forget coaching is not about fixing something that is broke. It’s about making a good situation even better; moving from functional to optimal. Research completed by Genos PTY supports this fact that much higher levels of employee engagement can be achieved when both an emotionally intelligent manager and motivated employee are present in the respective individuals. In turn employee engagement manifests itself in low turnover, high productivity, innovation, improved relations, etc, which are most typically the outcomes been sought through coaching support and development.

Similarly within the profession of coaching, it is probably fair to say that all good coaches demonstrate emotionally intelligent behavior; if they don’t, they should. At an intake session a considerable amount of the conversation delves into why a client is hiring a coach and what they hope to achieve, all of which speaks to their motivation.

So knowingly or otherwise, Emotional Intelligence and Motivation are clearly key ingredients for success in any effective coaching engagement.

©2012 New England Coaching. All Rights Reserved.

Extrinsic Motivation is primarily driven by a logical justification. In performance it is reward and for a buyer this translates to how much does it cost, what is the technical specification, how long will it last, what happens if something goes wrong, etc? Intrinsic Motivation is much more influenced by an emotional rationale. Again in performance the parallel is recognition, and so for a buyer this equates will it make me feel good, do I trust the salesperson, what will others think about it, do I like the look of it, etc?

Let’s consider purchasing a car which for most is quite a considerable monetary investment. You will be influenced by the price, make, size, safety, and perhaps service capabilities – often information you can access online before even entering a dealership. These are all very important things to know but alone these will not finalize your decision. Then you walk into a dealership and everything changes. Suddenly some of the rational thinking is superseded by the demeanor of the salesperson and how they make you feel. You will also be thinking, what does this vehicle say about me (successful or not), what will my friends think, does it feel good when you sit inside and then experience the drive? Though the extrinsic component is important and perhaps initiates the process, the intrinsic is essentially in terms of the final, and hugely critical, decision making piece.

Many would argue we justify logically but we actually make decisions on emotion. So as you consider your role as a salesperson selling a product or a manger selling an idea, consider the intrinsic or emotional strings that need to be pulled in order to gain a commitment from the other person. It will help close that deal.

©2012 New England Coaching. All Rights Reserved.

From Repetitive to Creative

Whether its automation or outsourcing, the traditional blue collar work is in decline. In a recent USA Today article it was reported that 80% of new jobs in the US are now created in white collar positions. Even within this work category the traditional financial and analytical jobs are also leaving our shores. What’s left is a melting pot for innovation and having an ability to be continuously improving and looking for the next generation product. We have truly transitioned from the physical (repetitive) to the intellectual (creative).

From Directive to Autonomous

Primarily driven by this “new” type of work, leadership styles and how business operates from a people perspective has had to change. A repetitive, mass production environment might be more conducive to a directive style of management but when you are trying to motivate and manage creativity it just does not work like that. The new approach is based on supporting the autonomy of the individual in executing the task but ensuring that they are still accountable for results.

From Tactical to Strategic

Work is also becoming ever more complex. To support the creative mind and autonomous worker there is also a greater need to understand the bigger picture. Even though individuality is valued it must be in the context of a greater purpose; one that connects with the strategic intent of the business. Organizations need to provide appropriate training, develop open communications and engage employees like never before in order to optimize performance and retain their key people.

Quite apart from the social implications of all this what does it mean for the employee of today? Certainly they have to be more adaptable and flexible in their working arrangements. Interestingly what can be quite a challenge for the boomers (48 years+) is an expectation of the Gen X (less than 25 years) people. The later are growing up in this “changing” landscape and will clearly ensure its continuity and sustainability.

©2012 New England Coaching. All Rights Reserved.

From Repetitive to Creative

People producing identical widgets as part of a mass production process have been replaced by undocumented processes where employees have to use their creative capabilities to complete multiple tasks and outputs. Solutions are not obvious and therefore people require analytical, problem solving and communication skills to achieve desired results.

 From Directed to Autonomous

Leadership has had to adjust from being the driver of making things happen to becoming the facilitator of desired results. Of course people still need to understand expectations and receive feedback, but also want the freedom to execute the tasks necessary to achieve required outputs.

From Physical Labor to Intellectual Labor

80% of all new jobs created in the US today are for work involving one’s intellectual capacity. Much of the traditional labor has either been outsourced or automated so developed countries have had to re-invent themselves to create an economy driven by brain power. Consequently people are more educated and come with much higher levels of expectation.

From Local to Global

Accessibility to the internet and other technologies has created markets that are now based on a much broader global model with even greater transparency. We now live with global accessibility for even the most routine of services. If you want an electrician, you can go online and easily find hundreds within a 50 mile radius, so nobody is exempt.

All of these changes dramatically affect, not only the qualifications of people hired, but also what motivates them. What do you think motivates this new workforce most?

a) The extrinsic factors such as money and rewards or,

b) The intrinsic drivers such as challenge, autonomy and recognition.

©2012 New England Coaching. All Rights Reserved.

90% of US organizations regularly embark upon Employee Engagement surveys to establish a benchmark, or assess progress on levels of engagement, with a view to identifying key initiatives to support their strategic execution.

The benefits of completing such a survey can be as follows:

1. Provide practical steps and advice to support how Leadership views their work, their staff, and their customers.

2. Assist in the design, development and implementation of the Business Strategy and ensure alignment in pursuit of its goals.

3. Ensure that everyone is accountable to a level of Performance consistent with company expectations.

4. Provide a platform where Communications are transparent and authentic.

5. Build a culture that is modeled on mutual Respect.

6. Ensure that all staff receives the appropriate levels of Professional Development to build competencies and help them move from functional to optimal.

Engagement surveys are also a very useful means of heightening awareness around key business drivers and soliciting ideas from employees in terms of innovation and continuous improvement.

©2012 New England Coaching. All Rights Reserved.

Within businesses and organizations there are all sorts of processes in place to ensure we maximize efficiency. These can related to reward / recognition, technology, training, collaboration, relationships, loyalty, etc all of which will get you 80 – 90% of the way. Discretionary efficiency makes up the remaining 10 – 20%.

So what is discretionary efficiency? This is the “extra” an individual gives because the intrinsic motivators that are important and unique to them are in place and/or are being met. These are often different for most people so only a very unique understanding and reflection (such as one on one coaching) of these can help to address. In some instances nothing can be done about it. For example if you are an individual that responds to an empowering boss and he or she is more directive, you can’t change your boss. However you can learn to cope better. However in most cases something can, and therefore this discretionary efficiency exists when an individual freely and willingly goes that extra mile.

©2012 New England Coaching. All Rights Reserved.