1. Coaching Skills

2. Coaching Skills Include –
Listening
Body Language
Questions

3. Listening
Just how good are you
at listening?

4. Listening
On the average, people are only
about 25% effective as listeners

5. Listen for:
• What is behind the words.
• What is the other person’s point of view
• All the things that might be in a person’s life or
from the context of his/her life that might
“shape” meaning
Listening

6. v1.4
Listening Skills
Rules for listening:
• Use body language to show interest
• Avoid distractions
• Don’t interrupt
• Listen with empathy and openness
• Use active listening techniques
 Listen
 Question
 Reflect and paraphrase

7. Components of Powerful
Listening
• Set your own agenda aside.
• Say what you heard to verify.
• Avoid making quick assumptions.
• Avoid deciding what you will say in response while the
individual is still talking.

8. Listening Through Filters

9. Coaching Tip
Our knowledge, experience and
intention “filters” what we hear
and “influences” what we say

10. Are you really listening
…or are you just waiting
for your turn to talk?
Listening

11. “ Everyone wasn’t raised at your
house”
Listening

12. Body Language
When Coaching
1. Scan their faces and eyes
2. Look at their body
3. Examine what they are
wearing
4. Listen to their tone of
voice
5. Bow, kiss or shake hands
6. Listen to their words

13. Questioning

14. Questioning
“The average four year old
asks three hundred questions
a day. The average college
graduate asks twenty.”
Larry Wilson, AON Consulting

15. Questions are a powerful yet simple
means to achieve a great deal:
• Find specific or necessary
information
• Establish strong
relationships
Questioning

16. v1.4
How Does This Sound?
It doesn't seem like you have a good understanding of the new products?
Why did you approach the customer that way?
How do you know your plan will work?
Are you sure that’s the right decision in this situation?
_________________________________________________________
_________________________________________________________
________________________________________________________
_________________________________________________________
Have you tried to different means of negotiation with this customer?
_________________________________________________________
Exercise - Group

17. Questioning
Types of questions
1. Open ended vs. closed
2. General vs. specific
3. Multiple-choice
4. Leading
5. Indirect

18. Examples
• What is the most helpful thing you can do in your
account right now?
• What would it take to help you get this done?
• What do you need from me to make this happen?
• What are the likely outcomes of your proposal?

19. Summary
1. Body language represents 55% of the
communication process.
2. Read body language clues in clusters
and in context, then interpret.
3. Watch for cultural differences.
4. Watch out for the desire to ask leading
questions.