course | Enhancing Coaching Skills for Customer Care Leaders

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 Behavior 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