Scorecard Coaching

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Business Issue - Businesses exist to achieve results. Whether measuring those results with a scorecard or other measurement systems, those results are achieved one individual at a time.

Scorecard coaching of each individual is one of the best practices of organizations focused on growing predictable sales and service results. When managers maximize their individual coaching conversations with employees, they help to focus those individuals on the most strategic activities, improve sales and service skills, heighten productivity, and achieve speed to performance.

Omega Performance’s Solution - Scorecard Coaching is a facilitator-led, interactive coaching workshop that equips managers to conduct regularly scheduled coaching conversations that guide their people to achieve ever-increasing sales and service results.

What Is Included

During Scorecard Coaching, participants engage in a variety of exercises and a videotaped skill practice designed to enhance the strategic content and process of a scorecard coaching conversation. Participants learn to focus on the results, activities, and skills which will have the greatest positive impact on business performance.

Upon completing Scorecard Coaching, participants are able to:

Identify the linkage among results, activities, skills, and knowledge (as presented in Omega’s Performance Pyramid).
Apply Omega’s Coaching Model to create collaborative coaching conversations that build ownership and accountability.
Apply the skill of creating dialogue by crafting an effective coaching questioning strategy.
Create a Scorecard Coaching strategy using actual performance data.
Build specific action plans during the coaching conversation which deliver predictable change.
Demonstrate a Scorecard Coaching conversation during a videotaped skill practice using the real-world direct reports “cases” brought to the session.
Receive on-the-spot balanced feedback from peers and video skill coaches.
Develop an action plan for on-the-job skill application and growth.

Delivery Options

Scorecard Coaching is a one-day workshop conducted by Omega Performance consultants. Maximum attendance is 12 participants. Leader training is also available.

Results You Can Expect

Scorecard Coaching helps your managers:

Increase potential for creating outstanding member experiences and significant sales growth, due to enhanced and more predictable employee performance
Harness the power of the individual to meet and exceed goals, and deliver a consistent member experience
Improve employee motivation, productivity, and retention
Strengthen and align all individuals on a team
Expand consistency in culture and performance
Focus on key business development initiatives.

Who Should Be Trained

Scorecard Coaching is for all levels of management in your retail sales and service organization. Its primary focus is on area and financial center managers.

Prerequisites

There are no prerequisites for Scorecard Coaching. Participants are asked to bring to the workshop the scorecard or comparable data from an average-performing direct report. This information is used as the basis for several workshop activities, including the main skill practice.

Sustainment Skill Building

Scorecard Coaching is followed in 60 days by a webinar on action planning. Action planning is the reason to coach. Without an effective action plan, direct reports are likely to fall back into old behaviors out of habit. This webinar deepens the ability of managers to develop Scorecard Coaching Action Plans that translate to results.

During the webinar, participants will use The Performance Pyramid to define the "what", or Results, the "how", or the Activities, and the foundational Skills and Knowledge needed to move employees from a written plan to action! They will take away Action Plans created during the session, based on "next time" opportunities they and their peers have identified and finely tuned via balanced feedback with one another. These can be used as reference tools back in future customer experience and results coaching sessions.

Advanced Scorecard Coaching

An advanced workshop—Advanced Scorecard Coaching—is required for those participants who have not attended any of Omega’s other advanced coaching workshops.

Completing the advanced workshop deepens the use of the Coaching Model. It also focuses on high-impact coaching best practices and gives participants the opportunity to get real work done by coaching a real-world direct report during the workshop.