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HDI 2015 Conference and Expo Mary L. Cruse Director of IT First American Title Insurance Co.

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Coaching is. HDI 2015 Conference and Expo Mary L. Cruse Director of IT First American Title Insurance Co. Agenda. Definitions Characteristics of a Great Coach Critical Competencies The “Feedback Loop” When it’s not so smooth  Let’s practice Tips for “the meeting”

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HDI 2015 Conference and Expo Mary L. Cruse Director of IT First American Title Insurance Co.

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  1. Coaching is HDI 2015 Conference and Expo Mary L. Cruse Director of IT First American Title Insurance Co.

  2. Agenda • Definitions • Characteristics of a Great Coach • Critical Competencies • The “Feedback Loop” • When it’s not so smooth  • Let’s practice • Tips for “the meeting” • Let’s practice one more time!

  3. Coaching – defining terms • Coaching • Observation • Building skills/behaviors through both positive and corrective feedback • Creating a dialogue with the employee • Regular communication • Lots of listening!

  4. Coaching – defining terms • Counseling • Focus on corrective action for negative performance • Used AFTER coaching has failed to give results • Thoroughly documented • Involves formal warnings or reprimands

  5. Coaching – defining terms • Mentoring • Based on relationships (formal or informal) • Used to promote career enhancement or long term personal/professional development • Not necessarily related to coaching/counseling • Requires commitment from both parties We’re going to focus on Coaching…..

  6. Best Coach EVER! • What were the characteristics of the best coach you ever had?

  7. Being a successful coach requires… • Solid foundation of knowledge in their field • Ability to bring out the best in others • Positive attitude and ability to manage one’s own emotions • Excellent listening skills • Excellent communication skills • Commitment to the team • Patience • Investment from the heart

  8. Critical Competencies • No losers in the coaching game • Benefits to the staff • Benefits to the coaches • Benefits to the organization • Benefits to the customers • It’s a learning game • Who learns in this process? L

  9. Critical Competencies 3. It’s a listening game • Pay attention to what you hear • Pay attention to what you DON’T hear • Commitment is essential • Have you given up on this person? • Half-hearted coach is more dangerous than no coach at all

  10. Critical Competencies 5. Focus on long-term development • Short term gains • Short term losses • Keep your “eyes on the prize” – the long term goal 6. Be uncompromising in commitment to quality • “Give in” for one person, and you lose credibility • Be inconsistent and the coaching is unclear • Consistency creates raving fans with customers and team members alike.

  11. Critical Competencies • Improvement is always possible • How do they take it to the next level? • Coaching makes it possible. • If you feel you have coached all you can, then is it time to hand someone off to a more skilled coach?

  12. Critical Competencies • Constant communication ensures consistent performance. • Make those meetings happen! • Keep listening & Keep talking • Regular interaction makes for consistent performance and performance improvement! • Hold yourself responsible and accountable • Are you doing your best to reach, teach and learn? • Are you doing your personal best? • YOU set the example for those you coach

  13. Critical Competencies 10. Be caringly candid • Be honest –and- be sensitive about your “player” • Build them up through coaching. • This will build your respectability and your credibility • Remember to include your whole team • Coaching is about EVERYONE – not just those who are weaker players. • Regular coaching with all players is important.

  14. Feedback Loop Pre-meeting Meeting with the employee

  15. Feedback Loop • What are you observing? • Skill? • Characteristic? • Behavior? • Attitude? • How would you describe it? • Good? • Bad? • Indifferent or just ineffective? • What specific impact is it having? • Customer Service • Productivity • Team Work

  16. Feedback Loop • What is the feedback you’re giving? • Good behavior • Acknowledged • Rewarded • Bad behavior • What was wrong with it? • How to make it better? • Indifferent/Ineffective • How much negative? • Is it worth bringing this up?

  17. Feedback Loop • Let’s discuss the observed behavior • Open the discussion in a safe place • Focus on the facts • They give feedback first • Be curious and ask questions • Show empathy • Gather data • Be inquisitive • Be understanding and relatable • What did they miss? • What did you miss? • Bring it all together

  18. Feedback Loop • Address the Behavior • Be specific • Identify the impact • Identify future expectations • What’s the plan? • What are the steps? • Who is doing what? • By when?

  19. Feedback Loop • Listening skills are CRITICAL for a GREAT COACH! • What was discussed? • What ideas did they share? • What did you learn? Be sure to acknowledge! • What WASN’T discussed? • What did YOU have to mention?

  20. Feedback Loop • Reach an agreed conclusion • Note what you agree on • Ask them to state it back • Document next steps

  21. Sometimes it’s not smooth! • “Whatever” • I’ll say “yes” just to get out of here! • The Victim • I just can’t do that because… • “You just don’t like me!” • You always pick on me. Everyone else does this and I’m the only one who gets called on it! • Defense mode • “You’re not the boss of me!” • “You do this too!”

  22. Coaching – it’s a GOOD Thing! • Role Play – you’ve been doing it all along! • Focus on the behavior not the person • Listen and respond with compassion and empathy • Involve the customer – your team member!

  23. Let’s Practice • Role Play example • Pair in teams for Role Play • Role Play review

  24. Tips for the Meeting • Be Prepared! • Eye Contact • How can we do this remotely? • Show Genuine Interest • Avoid Distractions • Who’s doing most of the talking?

  25. Tips for the Meeting • Ideas or Words? • Interrupting? • Arguing vs. Discussing? • Take Notes • Sharing Notes

  26. One more Role Play?

  27. Everybody needs a little coaching! Remember to complete your conference survey form! Mary L. Cruse Director, IT Customer Services mcruse@firstam.com 714-250-8198 Mary (Curtin) Cruse Linked In

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