What step can you take this week to move toward your goal of ............
What rate would your customers (whose calls you handled) give you today for your performance and why would they rate you that way? Scale 0 -100%
Actually in real life coaching is the first mile stone that brighten our career path whether in giving a enhanced career knowledge or by selecting professional coaching for organization . http://www.slideshare.net/certifiedcoaches/how-can-coaches-help-you-to-improve-your-business-productivity
"How do you think that made the other person feel?" Or "why do you think they responded in the way they did?"
This encourages the person to think about how their actions may impact others.
Are you interested in creating change, or are you committed to creating change?
What are the benefits of going to an ISO based Quality System?
I like your thinking, building a bank of questions ensure that you can be accurate with diagnosing the issues and then guiding the caller, however, it could cause you to become reliant on this tool, less flexible innovative and even too stagnate.
The best questions are the ones that establish the callers understanding. You will be able to determine where to start from the way the initial call is phrased.
In my opinion, the starting question "What do you want to achieve through this coaching session?" sets the ball rolling. Coaching questions gain power when asked in right context, time, manner and intensity. My learning is that there is no one magical question- staying focussed on the client opens doorways to powerful and right questions at the right time :-)
The toughest thing you have ever have to do.How did you feel about it? What did you learn form it.
I am cheating because I am giving two answers and here the most difficult: Have you ever lied?
1. Ok, and...(wait in silence)
2. And what else can you do? And what else?
3. If by miracle your problem would disapear how will this affect (in details) your life?
Establish purpose : What would it mean to you to accomplish ____?
What would it mean about you to ________?
Clarifying: What does that look like?
What feelings come up?
For Action : How can I hold you accountable?
On a scale of 1-10 how committed are you?
Coaching begins with a focus on what the coachee wants and then moves them through a process of "enlightenment" and focused accountability:
Begin by describing the call center objectives and desired outcomes. Indicate how they align with the broader organization's goals...clarify the purpose. Highlight how the individual fits into the broader picture. Note the expectation of high performance for all call center staff. Transition by clarifying that the purpose of the conversation is to understand how the individual wishes to contribute.
- What do you want for your work experience? What else? (Ask until the coachee has identified three goals)
- Describe your performance after achieving what you want.
>What will you see?
>What will you hear?
> What will you feel?
-What prevents you from achieving what you want?
-How will you move past these obstacles?
- What will you take action on? And when?
- How will you hold yourself accountable?
- How will you recognize your achievement?
Why do you want to make this change and what happens if you don't? People need to understand their motivations for change (both the good and the bad).
My favorite is:
Why are you expecting I will give you free advice when I get paid to advise?
"what is not being said?"
Everyone can create a story at the head level. In coaching what we are looking for is the stuff between the lines, behind the clever comments..