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.

Prerequisites

The participants are given a Pre-Mastery Test and must complete DISC online profile before attend the workshop. 

Target Audience

This workshop is ideal for service managers, team leaders, and others in organizations with service coaching responsibilities. 

Course Curriculum

Module 1: Why Coach

  • Creating A High Performance Service Climate 
  • Five Levels of Coaching  
  • The ELAvate Ethics of Coaching 
  • How The 5 Levels of Coaching, Levels relate to one another 
  • Service Coaching Level 1: POSITION 
  • Service Coaching Level 2: PERMISSION
  • Service Coaching Level 3: PRODUCTION 
  • Service Coaching Level 4: PEOPLE DEVELOPMENT 
  • Service Coaching Level 5: PINNACLE 
  • The ELAvate Ethics of Coaching 
  • Applying The ELAvate Ethics 
  • ELAvate Ethics Application Sheet 

Module 2: What to Coach

  • Service Coaching Issues Diagram Overview  
  • Serviceperson Development Checklist 

Module 3: How to Coach

  • The Coaching Model 
  • Listening and Asking Techniques 
  • Listening and Asking Techniques Worksheet
  • Communicating Service Assignment 
  • Discussing Concerns 
  • Application: Setting Verifiable Service Goals 
  • Communicating Service Assignments 
  • Developing Service People  
  • The Key Actions for Developing Service People – An Overview 
  • Coaching: Developing Service People Worksheet 
  • Giving Recognition 
  • Barriers to Giving Recognition 
  • Skill Steps for Giving Recognition 
  • Form of Recognition 
  • Giving Recognition Worksheet 
  • Providing Constructive Feedback 
  • The Key Actions for Providing Constructive Feedback 
  • Providing Constructive Feedback Worksheet 
  • Handling Difficult Coaching Conversation
  • Probes to Handle Difficult Coaching Conversations 
  • Tips for Handling Difficult Coaching Conversations 
  • Difficult Coaching Conversations 
  • Distance Coaching 
  • Distance Coaching Techniques 
  • Distance Coaching Tips 

Module 4: When to Coach

  • Coaching Service Calls and Joint Service Calls  
  • Three Types of Service Coaching Calls 
  • Service Coaching Call Observation Process Checklist 
  • CSS and COIN Joint Service Coaching Call Briefing, Observation and Debriefing 
  • CSS/SPIN Skill Charting Checklist 
  • Using The Service Coaching Issues Diagram to Identify Coaching Opportunities  
  • Implementation of a Service Coaching Action Plan 
  • Implementing a Service Coaching Process: Service Coaching Planner 
  • Elavate Service Coaching Skills: Review and Insights 

Dates & Locations

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Exam & Certification

This course is not associated with any Certification.

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