Development

Today, more than ever, leaders must act as coaches. Employee engagement is at an all-time low, with data showing widespread disengagement. One major factor? The shift to decentralized work environments. Customer-facing employees are under increasing stress, and that stress directly impacts customer interactions. Keeping them engaged isn’t optional—it’s essential. One of the most effective ways to drive engagement is one-on-one coaching. Face-to-face is ideal, but virtual sessions are far better than a phone call. Coaching is about uncovering potential. Leaders create deeper connections by showing genuine interest in employees' roadblocks and challenges. The Power of Inquiry Insightful, open-ended questions empower employees to discover solutions and seize opportunities. Too often, leaders fall into the trap of fixing problems instead of facilitating discovery. [...]

The renowned author and anthropologist Ashley Montagu once said, “In teaching, it is the method, not the content, that conveys the message—it’s about drawing out, not pouring in.” Over the years, I’ve realized the truth of this statement: nothing can replace face-to-face, one-on-one coaching. Properly preparing for these sessions ensures a successful and meaningful outcome. Here are a few suggestions you may find helpful in your preparation. Before your meeting, take a few minutes and do the following. Review prior coaching sessions. What did you see? What did you learn? What were the action steps? Write down open-ended questions. Use active listening and inquiry. Identify the purpose of the meeting. Remind yourself to do less talking and more inquiry. See yourself as [...]