PWM-Retail: Service Coaching (SF - Supervisor)

Coaches in the sporting world fine-tune their coaching skills to ensure their athletes reach their potential. In the same way, at the workplace, behind every great employee is a great coach. Coaching is the single most important managerial skill that separates a highly effective manager/supervisor/team leader from the rest. By integrating coaching skills into your service training, you get highly effective managers/supervisors/team leaders who know how to conduct effective coaching conversations that create connection, increase trust, and improve their team members’ service performance.

This module equips manager/supervisor/team leader with the knowledge and skills to coach co-workers for service performance. Participants will learn to identify the coaching needs of individuals, as well as prepare and deliver a coaching plan. They will also learn to use coaching techniques to close service gaps, provide feedback and monitor the progress of individuals for improvements in service performance.

The course will cover the following areas:
- Recognise the role of a coach in coaching for service performance
- Prepare coaching plan for individuals to address service performance issues
- Demonstrate the use of coaching techniques to address service performance issues
- Monitor progress of individual for improvements in service performance

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