Plan and conduct a coaching session with peter

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Reference no: EM132355370

Appendix 1: Role-play scenario

Scenario
You have a performance issue with Peter, one of your star employees on the sales team. Although Peter consistently achieves sales targets and has an excellent customer service rating, recently Peter has become a drag on overall team performance. The reason is that the team has not been able to rely on Peter for expertise when required to help serve customers.

Peter has been stand-offish and preoccupied with something. This situation is seriously affecting other employees' ability to focus on customers effectively and, perhaps worse, is negatively affecting the work climate. Peter had been looked up to as a model employee and an informal leader. Now, newer employees are beginning to feel that they are personally disliked and disrespected; that teamwork is not a value promoted by the team; that they can't rely on senior, skilled staff; and that, effectively, they're on their own. This situation can only hurt overall team sales performance into the future - as well as performance on other metrics.

Part of the problem could be that you have not been pro-active enough in understanding Peter's motivations and strengths and in providing leadership development opportunities. Perhaps you have taken Peter for granted. This is easy enough to do, when you have other, perhaps more serious, personnel problems to deal with. You know that Peter could use some training in emotional intelligence in areas where of weakness, such as self-awareness and empathy. You also know that Peter, who is committed and goal-driven, has the potential to be a future leader in the organisation.

Balanced scorecard

Australian Hardware uses a balanced scorecard system to integrate performance across the organisation and align each employee's work with the strategic aims of the business. Peter has the following personal balanced scorecard information. Underperformance is bolded.

Peter's balanced scorecard
Perspective	KPI	Target	Results
Financial	Revenue generated by personal sales	$15,000	$16,000
Financial	Revenue generated through sales assists	$15,000	$10,000
Customer focus	360°evauation:
	? Manager evaluation, rating/10	8/10 = 80%	80%
	? Customer evaluation, rating/10	8/10 = 80%	90%
	? Peer evaluation, rating/10	8/10 = 80%	50%
Internal process	Completion of sales and related expense reporting	Completion	Completion
Employee	Training/self-development hours	100 hours	7 hours
	360° evaluation:
	? Manager and peer evaluations combined, rating/10 (Contribution to high-performance climate and employee satisfaction)	8/10 = 80%	60%

Task
You need to intervene effectively to solve this performance issue. You will need to plan and conduct a coaching session with Peter to get both Peter's and the team's performance back on track.
In the session ensure you:

• Introduce the session positively by establishing why the coaching is occurring and ask Peter for input:
° Ask Peter to describe own performance, personal situation, obstacles to performance, feelings and job satisfaction.
° Model emotional intelligence through empathy and listening skills.
• Build Peter's awareness of emotional intelligence weaknesses and strengths - make sure you focus on Peter's strengths.
• Using the GROW model, establish Peter's goals and performance gaps (reality):
° Build Peter's awareness of performance shortcomings and how emotional self-awareness and empathy can help identify personal obstacles to success with Peter's goals, peer relationships and help the whole team and organisation to succeed.
• Continuing with the GROW model, establish and discuss reasonable options:
° Allow Peter to provide most of the options for reaching personal, professional and team goals.
• Continuing with the GROW model, establish Peter's willingness to perform (and increase EI) in measurable and observable ways:
° Establish a firm commitment from Peter to improve performance and help build a better team climate.

Reference no: EM132355370

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