PWM-Retail: Service Coaching (SF - Supervisor)
About this course
Course objectives
At the end of this module, learners will be able to:1. Understand the purpose of coaching2. Identify the attributes and tasks of a coach3. Ascertain performance issues, design and organise a holistic coaching plan in response4. Apply coaching techniques to provide feedback and address performance issue(s)5. Expound on ways to monitor improvements in service performance for individuals
Course description
Coaches aroud the world fine-tune their coaching skills to ensure their coachees reach their top potential. Likewise at the workplace, behind every great employee is a great coach. Coaching is the single most important comptency that separates a highly effective leader from the rest. By integrating coaching skills into service training, leaders establish conversations that create connection, increase trust, and improve their teams' performance.This module equips managers / supervisors / team leaders with the knowledge and skills to coach co-workers for service performance. Learners will identify the coaching needs of individuals, as well as prepare and deliver a coaching plan in response. They will also learn to use coaching techniques to close service gaps, provide feedback, and monitor the progress of individuals for service performance improvements.
Target audiences
Retail Supervisors and equivalent