Common sense coaching makes the difference between a positive and negative work environment. Particularly in the corporate environment. There should be a balance between coaching and improving the employee morale. There is no value to providing negative feedback to employees and leaving them feeling diminished. The employee can place the negative energy back into the customer experience. The goal at the end of each day of the positive feedback from customers since they provide revenue. If you provide negative feedback only, this is a 50% to 90% cut in revenue to your company. This is huge.
Coaching is as simple as this: provide feedback that improves the customer experience. It is neither positive or negative. It is constructive and based on the perception of the person receiving the feedback. It sounds complicated, but it is simple. The fewer adjectives, the better to explain how the employee can improve. Provide directions and point of reference. As a coach, it is important to provide the reason why based on personal knowledge. This is complicated for supervisors or managers who have never worked in the field, yet have been hired based on networking or education. I feel every supervisor, manager, or VP needs to humble them and understand what the employee does to coach appropriately. Employees take coaching seriously from someone who truly understands what they are coaching.
Management teams have an opportunity to provide feedback that provides direct results to the company revenue. It is important to look at the opportunities to build an employee up and give them direction to excel in their position and even grow with the company. This is just common sense.
Juanita Espino B.S. Comm., M.A.Ed.
Communications Consultant and Professional Advisor