Foundations of Coaching in Leadership:

•       Definition and purpose of coaching in customer care
•       Differences between coaching, mentoring, and managing
•       Coaching models: GROW, CLEAR, and OSKAR frameworks
•       Characteristics of effective coaching leaders
•       The importance of emotional intelligence in coaching
•       Establishing trust and credibility with team members
•       Setting the coaching agenda and intention

Understanding Team Dynamics and Performance Needs:

•       Theories of team development.
•       Diagnosing performance gaps: skills, will, or systems?
•       Mapping individual strengths and growth areas
•       Psychological safety and its impact on learning
•       The role of feedback culture in customer service teams
•       Recognizing coaching moments in daily interactions

Active Listening and Powerful Questioning:

•       The psychology of listening: cognitive bias and filters
•       Techniques for active and empathetic listening
•       Framing open-ended vs. closed questions
•       Using reflective and clarifying responses
•       Understanding non-verbal cues and tone
•       Listening pitfalls and how to avoid them
•       Practice frameworks for coaching conversations

Motivation and Behavioral in Coaching:

•       Intrinsic vs. extrinsic motivation in service teams
•       Self-Determination and its application
•       Herzberg’s Two-Factor and customer service work
•       Using reinforcement ethically in coaching
•       Goal-setting and SMART goals
•       Creating meaning and purpose in routine tasks

Giving Constructive Feedback Effectively:

•       The purpose and timing of feedback
•       SBI, BOOST, and other feedback models
•       Balancing praise and corrective input
•       Handling defensive reactions and resistance
•       The importance of consistency and follow-up
•       Creating a feedback loop culture
•       Feedback across cultural and generational differences

Coaching Through Change and Stress:

•       Psychological response to change
•       Coaching individuals through uncertainty
•       Managing emotions and reducing anxiety in teams
•       Building resilience and a growth mindset
•       Language of reassurance vs. enabling
•       Leading by example during stressful periods

Conflict Coaching and Difficult Conversations:

•       Identifying sources of conflict in customer care teams
•       Thomas-Kilmann Conflict Mode Instrument
•       Preparing for tough conversations with team members
•       Coaching to resolve peer-to-peer tensions
•       Assertiveness vs. aggressiveness in dialogue
•       De-escalation techniques and language
•       Creating agreements and accountability

Coaching for Skill Development and Empowerment:

•       Adult learning principles in coaching
•       Identifying learning styles and adjusting coaching methods
•       Structuring development plans for team members
•       Delegation as a coaching tool
•       Building autonomy and confidence in staff
•       Celebrating small wins to reinforce progress
•       Peer coaching and team-led learning

Embedding a Coaching Culture in Customer Care:

•       Shifting from reactive to proactive leadership
•       Creating rituals and routines that support coaching
•       Embedding coaching into onboarding and reviews
•       Leveraging technology
•       Measuring coaching outcomes and behavioral changes
•       Recognizing and rewarding coaching behaviors