A number of coaching situations are given below.

After each situation is outlined, a choice of three alternative reactions is suggested. You must rank the alternatives in order, where ‘1’ is your first choice,’2’ is your second choice and ‘3’ is your third choice.

Situation 1. The person you are coaching has under-performed for some considerable time. Due to pressure of work you have been unable to spend much time with him / her. However, at last you have allocated a day’s coaching with them. This is the start of the session.

Item Alternatives Ranking 1.1 “There’s a problem with your performance and I’m here today to help you resolve that, and together I’m sure we will succeed.” 1.2 “We seem to have a problem here with your performance – what do you think is the answer?” 1.3 “I see my job today as helping you to perform better no matter where the starting point is. What do you expect of me today?” Situation 2. You have asked one of your staff to come into your office to see you. The purpose for you is to arrange a coaching session with him. His performance has not been good in the recent past. Item Alternatives Ranking 2.1 “I want you to arrange to show me that you do your job so that I can help you improve your performance. When would be the best time?” 2.2 “My intention is to accompany you on the job regularly so that we can improve your overall performance. I’d like to come out with you tomorrow.” 2.3 “So why do you think I’ve asked to see you?” Situation 3. You have identified a situation in which a member of your team is performing poorly. The individual concerned comes up with an idea to improve performance. Item Alternatives Ranking 3.1 “That’s a good idea. Do you think there is any downside to it?” 3.2 “Well it looks all right on the surface, but I think you may have a problem implementing it.” 3.3 “That’s good. Is there anything else you could do?” Situation 4. Following a coaching session, you have agreed a course of action with the individual member of staff. You now want to implement it. Item Alternatives Ranking 4.1 “When do you propose to put this plan to action?” 4.2 “What I suggest is that you try this out and you come back to me within seven days and tell me how you got on.” 4.3 “I need to watch you implement this plan, when are you going to do it?” Situation 5. The member of staff has steadfastly been unable to identify any personal improvement plan. According to her, she is trying as hard as she can. Item Alternatives Ranking 5.1 “What exactly is it that you want to do?” 5.2 “What have you done so far, and what effect has that had?” 5.3 “It looks as though you might not be suitable for this job.” Situation 6. During the initial coaching discussion you know that the individual is looking at the wrong problem. Item Alternatives Ranking 6.1 “It seems to me that you are looking at the wrong area.” 6.2 “Do you want my opinion as to what the real problem might be?” 6.3 “On the scale of 1 to 10, what is the likelihood of that course of action working?” Situation 7. The individual has tried to implement the agreed plan, but there has been no improvement in performance. Item Alternatives Ranking 7.1 “What exactly did we agree, what did you do, and what happened?” 7.2 “Okay, so that didn’t work, what else could we do?” 7.3 “Perhaps you didn’t try hard enough.” Situation 8. Just before meeting the member of staff you were given some information from someone else that highlighted the performance problem as being a personal situation at home.. Item Alternatives Ranking 8.1 “I seem to sense that perhaps there is something wrong at home.” 8.2 “Is there something troubling you that you haven’t told me about?” 8.3 “What are the big challenges for you at the moment?’ Situation 9. This is now the sixth time you have met and on each occasion the individual has failed to implement agreed action plans. Item Alternatives Ranking 9.1 “For this relationship to work, you have to keep your part of the bargain.” 9.2 “Why haven’t you done what you said you would?” 9.3 “I’ve tried my best to help, but it is a hopeless case.” Situation 10. The individual seems incapable of implementing what has been discussed. The only alternative is for you to show them how to do it. Item Alternatives Ranking 10.1 “Look, I’ll show you how to do it.” 10.2 “Do you want me to show you how to do it?” 10.3 “Where do you feel the main difficulty is in implementing this action?” Situation 11. When you asked the individual whether they had any more ideas, they said they could not think of any. Item Alternatives Ranking 11.1 “I have some ideas that might help, it is up to you if you want to hear them.” 11.2 “So what do we do now?” 11.3 “Come on. Try again.” Situation 12. When you asked the individual to say what he / she wanted to do, he / she said “Anything you want – you’re the boss.” Item Alternatives Ranking 12.1 “I want you to start doing your job, that’s what I want.” 12.2 “What do you want?” 12.3 “What do you think I want?” Situation 13. Your boss asks you why it is taking so long to improve your member of staff’s performance. You have a feeling it will never improve. Item Alternatives Ranking 13.1 “I have the feeling it’s never going to get better.” 13.2 “It’s up to him. We just have to be patient.” 13.3 “He’s now had long enough. I’m thinking about asking him to leave. What’s your opinion?” Situation 14. Your member of staff has tried very hard to implement the plan, but he doesn’t seem to be moving forward. He states “It’s impossible, I might as well throw in the towel”. Item Alternatives Ranking 14.1 “What effect will that have on you?” 14.2 “That’s quitting. I thought you were made of stronger stuff.” 14.3 “Well, that’s up to you.” Situation 15. After a particularly bad coaching session, the individual tells you that the reason he / she cannot perform to standard is that there are very difficult situations at home that he / she can’t get off their mind. Item Alternatives Ranking 15.1 “What do you want to do now?” 15.2 “We’ve all got problems. The important thing is not let them affect our work.” 15.3 “I think the best thing is for you to go home and sort it out.” Situation 16. The person is having difficulty implementing any performance improvement. They say “Look every time I have a problem you ask me a question. You’re the manager, just tell me what to do”. Item Alternatives Ranking 16.1 “What do you prefer, me always telling you what to do, or you finding out for yourself?” 16.2 “If I keep coming up with the answer, and it keeps not working, where do you think that leaves me?” 16.3 “All right, I want you to get moving and do what you’re paid to do.” Situation 17. When you ask the individual what their goal is, they say “I have to reach the target don’t I?” Item Alternatives Ranking 17.1 “That’s up to you isn’t it?” 17.2 “Not really. It’s what you have to do, but sometimes it might not be your personal goal.” 17.3 “Is reaching the target your goal.” Situation 18. You ask the person what help they want. They cannot think of any. Item Alternatives Ranking 18.1 “What about me coming out with you?” 18.2 “Does that mean you can perform to standard without help?” 18.3 “If you want, I can make some suggestions.” Situation 19. The person says all the right things, but you still feel uneasy, and their performance never improves. Item Alternatives Ranking 19.1 “I have to say that I feel uncomfortable with you behaviour. You say the right things, however, you don’t appear to implement any plans we agree.” 19.2 “I don’t believe you.” 19.3 “If you are doing all the right things, why is it that your performance never improves?” Situation 20. This is now the last chance. Your boss has given you a deadline either to improve the individual’s performance or get rid of him / her. During the coaching session, the individual says they will take a particular course of action. In the past he / she have never kept to any previous commitment. Item Alternatives Ranking 20.1 “Look, this is the last chance. If you don’t get it right this time you’re out.” 20.2 “What has happened in the past when we have agreed this course of action?” 20.3 “I am under pressure from my boss to get rid of you, so it had better work this time.”