Overview
The ELAvate Service Coaching Skills (ESCS) is an intensive two-day workshop designed for service managers and leaders aiming to elevate their team’s performance and foster a high-performance service culture. By mastering a proven coaching framework, participants will learn to drive measurable improvements in team performance, enhance customer satisfaction and loyalty, and significantly increase employee engagement and retention.
The program’s methodology is highly interactive, moving beyond theory to focus on practical application. Through hands-on exercises, real-life case studies, and structured coaching simulations, participants build the confidence and competence to apply their new skills immediately in the workplace.
The workshop is structured around four key areas of coaching:
- Why Coach: The Coaching Mindset & Environment
- What to Coach: Identifying and Defining Excellence
- How to Coach: The Mechanics of Coaching Conversations
- When to Coach: Implementing a Sustainable Coaching Rhythm
Skills Covered
- Coaching Framework and Tools: Applying a structured framework, knowledge, communication skills, and planning tools for effective coaching and motivation.
- Performance Evaluation: Evaluating service performance using a Serviceperson Development Checklist.
- DISC Coaching Style Application: Recognizing, appreciating, and aligning one’s DISC Coaching Style to build trust and rapport with diverse service people.
- Motivational Understanding: Understanding how motivators influence coaching and service processes.
- Developmental Coaching: Fostering development, providing recognition, and delivering constructive feedback.
- Difficult Conversation Navigation: Handling challenging coaching conversations with finesse.
- Active Listening and Questioning: Applying active listening with specific coaching questions.
- Goal Setting and Communication: Setting goals and effectively communicating work.
Who Should Attend
This workshop is ideal for service managers, team leaders, and others in organizations with service coaching responsibilities.
Course Curriculum
Course Modules
Exam & Certification
This course is not associated with any Certification.
