training tactics

Coaching for Success

by Valerie Manso

As a manager or owner of a business, your role is to set people up for success. How do you do that? By coaching. Like any other skill, coaching requires practice and a game plan. GottaGettaCoach Inc. has developed the F.R.A.M.E. Coaching Model©, which is ideal for use in our industry.

• F-O-C-U-S each interaction with your staff by: Facing issues and concerns; being Open minded; helping them see the impact of how they Choose to act; Unambiguously moving forward once a direction has been selected; and, finally, Solidifying the learning through discussion.

If you're thinking of implementing a new practice management system and the staff is being less than supportive, follow the FOCUS steps.

First, gather the staff and ask them to voice their concerns. Be open-minded and listen; share with them that if they believe change will be hard, it will be. Their attitude will make the difference. Talk about past changes in the practice that have been successfully integrated.

• React non-judgmentally: Often a new coach makes others feel like they are being judged. It's not about whether you agree or disagree with a behavior. The goal is to be objective, yet caring and supportive.

Reacting non-judgmentally means listening to the staffs' concerns without putting them down or telling them they are wrong, or disagreeing. Once you've heard the concerns, tell them you appreciate their input and, if the decision is made to move forward with a new system, you'll ensure their concerns are considered.

• Ask thought-provoking questions: There are two basic types of questions: Ones that simply gather information, and those that deepen the learning of the person being asked. The latter category is far more powerful and thought-provoking.

• Monitor progress and learn: One key role of a coach is holding staff accountable for the commitments they make.

• Encourage continued growth: Good coaches help people continue growing by recognizing victories and championing them to recover when things don't go quite right. Ensure that staff celebrate successes and failures—successes for what they enable and failures for what they teach. This is one of the most important lessons a coach can learn. EB

Valerie Manso is the president of Manso Management Resources, Inc., a training and development company specializing in the ophthalmic industry (valmanso@aol.com).