EVALUATION : How to Measure the Learning through COACHING

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EVALUATION How to Measure the Learning through
COACHING

• Karl O Connor
• Head of Training First Active plc
• Feb 26th, 2004

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What is First Active ?

• A Mortgage and Investment provider
• Focused on providing excellent customer service
• Part of Royal Bank of Scotland
• Excellence Through People award since 1996
• IITD National Award Winner 2003

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IdentifyingTraining Needs

• Many Ways including
• Business Plan
• Annual goal setting and performance reviews
• Manager /individualrequests
• 360 degree feedback
• New processess e.g technlogy

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Coaching What is it?

• No-one is so good that they cannot get better
• Nick Faldo

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Coaching is Performance Performer Focused
The release of latent talent and skills
previously untapped by training through a process
of self-awareness initiated by the coach
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THE PERFORMANCE POTENTIAL ICEBERG
Existing level of Knowledge, Skills and Attitude
Potential unlocked by training
Untapped potential which can only be released
through self-awareness and by coaching
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Top 3 Preferred Development Method

• Research shows coaching is the third most
  frequently used training development method in
  UK organisations
• Organisations are now wising up to the potential
  coaching has for accelerating learning and
  raising performance levels SourceCIPD 2002

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Irish Research-National Survey

• Coaching has become 4th most popular training and
  developmental method used in Irish Establishments
• Coaching is considered to be very effective by
  users
• Source CIPD (IRL) 2001

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COACHING in First Active

• Helps to embed training undertaken
• The line manager acts as a coach
• After a course the coach asks what did you
  learn? What will you do differently back on the
  job?
• The performer takes personal responsibility to
  implement an agreed action plan
• The coach follows up with the performer to review
  the learning e.g through live observation
• General Manager is our coaching champion

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Evaluation

• Application Coaching helps to measure how well
  the performer transfers the knowledge and skills
  acquired in training onto the job
• Business impact is taken into account e.g
  increase in sales/cross sales
• Balanced score card is used in support of
  coaching

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Training/Learning Recall
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WHOLE
PART
WHOLE
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PRACTISE AND AWARENESS
HIGH SKILL NO AWARENESS
HIGH SKILL HIGH AWARENESS
LOW SKILL SOME AWARENESS
NO SKILL NO AWARENESS
TIME
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Good coaching is simply good management

• The perfect strokes are already within us waiting
  to be discovered. The role of the coach is to
  give nudging encouragement.
• Tim Gallwey (The Inner Game of Tennis)

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Thank You

• Questions?
• Book Coaching Champions
• By F Salisbury, C Neary, K OConnor
• Published by Oak Tree Press, 2001