Coach for Service Performance
About This Course
LO1: Recognise the role of a coach in coaching for service performance
LO2: Evaluate the characteristics and roles of an effective coach for service performance
LO3: Identify opportunity moments, coaching needs and areas of improvement and development
LO4: Analyse the G.R.O.W. model to formulate a coaching plan for service performance improvement
LO5: Apply questioning techniques and active listening skills to develop goals and explore issues that the individual is raising
LO6: Demonstrate reflect feelings and use appropriate words to engage the individual and overcome barriers to learning
LO7: Review areas of service performance with the individual to claim victories and address defeats
LO8: Coach individual to identify options to address service performance areas and commit to action plans
LO9: Apply appropriate techniques to monitor individual’s progress for expected improvements in service performance
LO10: Provide constructive feedback to support individual in achieving expected improvements
What You'll Learn
Entry Requirements
Learners should have at least secondary or equivalent educational qualifications and be able to
- listen to, speak, read and write English at a proficiency level equivalent to the Employability Skills System Workplace Literacy (WPL) Level 3;
- use numeracy skills equivalent to the Employability Skills System Workplace Numeracy (WPN) Level 3; and
- possess basic computer skills.
Learners are assumed to
- have prior service, sales or customer relations experience; and
- be overseeing the work performance of one or more staff.