Part E: Conduct a coaching session

You must conduct a coaching session to improve performance. Your coaching session should take approximately 5-7 minutes. You must organise a role-play partner who will perform the role of team member who is not meeting their KPIs. Your trainer/assessor will record their observations using the checklist at Appendix I.

Note: A good option is to partner with the person who was in the role-play for Part 3: Monitor performance. 

You should prepare for the role-play by creating a plan you will follow in the coaching session. You may choose to develop some learning resources such as samples, checklists or ‘frequently asked question’ sheet to share with your team member.

Your coaching session may be on a performance-based topic of your choice OR you may wish to deliver coaching on a skill relevant to the short scenario below.

Scenario:

You manage a team of sales assistants. You are particularly concerned about the performance of a person who joined the team six weeks ago. All team members receive onboarding training and on-the-job training during their first two weeks with the store. All employees are on probation for the first six months of their employment.

The team member that you are concerned about came to your attention last week. There have been several complaints to the store supervisor about this person’s slowness when attending to customers. Very importantly, they don’t greet customers appropriately when they come to the store. They don’t ask appropriate questions to understand the customer’s needs. Their customer service falls well below the standard that is expected by the business.