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Dennis Hilton




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Performance Coaching

Coaching Model & Process

Roles of the Coach

Fundamentally a coach’s job is to bring out the best performance and productivity that leads to the best tangible and intangible results (T&I results) for the person being coached and all stakeholders. The coach sees attitudes, characteristics and behaviours in the employee being coached that the employee doesn’t/won’t see or appreciate enough.

Everyone benefits - customers, all co-workers and shareholders benefit from results produced by the employee being coached.

The coach seeks to develop clear thinking, more effective and timely decisions along with more appropriate and timely actions and better T&I results. 

The Foundation of our Coaching Model & Process

“You can have the results you want or your reasons why not – you choose.” Increased personal responsibility and accountability forms the foundation of our approach to coaching. We help people see the value of being more responsible and accountable for the results they have and the results they want. See the course description under the training and workshops header on our website.

Strategic Coaching Starts with Clarifying the Desired Results *

Strategic coaching is aimed at helping the employee create important T&I results by:

  1. Clarifying the T&I results that are most important to the employee and
    - Ensuring results being chosen align with departmental and organizational goals
    - Ensuring the employee sees what’s in it for all stakeholders – there are benefits for customers, employees and shareholders (WIIFT)
  2. Having the employee review the T&I results with key stakeholders, gather input & modify results accordingly (build buy-in and support)
  3. The employee action plans his/her identified results, including who will do what by when including when specific follow up support and coaching will take place

Situational Coaching

Situational Coaching is focused on helping the employee deal with single issues and challenges they encounter and those that show up again and again; ones that the employee wants to change – starting with how he/she deals with it.

The Coaching Process

The coaching process is followed for both strategic and situational challenges.

  1. Coaching always starts with a review of the desired T&I results – what is most important?  (What results was the employee seeking to create?)
  2. The employee describes the situation as factually and objectively as possible.
  3. The coach clarifies to ensure understanding.
  4. Together the employee and coach seek accountable responses from the employee regarding the results being discussed (acceptance, embracing, curiosity and learning).
  5. Together they look for solutions to the problem/challenge – what is the employee’s ‘way forward’ from here?
  6. The employee receives specific coaching on how to influence others, gather support to increase his/her personal effectiveness and take appropriate and timely action towards the T&I results that are most important. *
  7. The employee updates his/her ‘who will do what by when’ action plan including identifying when specific coaching/follow up is requested/required.
  8. Coaching is a process that requires a minimum 6 month commitment to generate significant improvement in results.  More importantly it takes time to integrate the changes in attitude, approach and skills into the person’s day to day activities that lead to improved tangible and intangible results.