Communication Skills & Coaching

7/30/2019 Communication Skills & Coaching

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1November 2010CONFIDENTIAL

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Copyright of Shell Projects & Technology

How to coach during an

implementation and to sustainperformance

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1.0

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In preparation for the next days

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On Thursday and Friday we will start a number of role plays.

Look at those role plays from a coach perspective and think

how you would respond and coach in those situations.


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How we learn

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We Learn.10 % of what we read20 % of what we hear30 % of what we see50 % of what we see and hear70 % of what we discuss80 % of what we experience95 % of what we teach


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How we learn to coach

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Read a bookListen to a lectureWatch a video orslide presentationWatch someone else do itLook at pictures, graphs

Hands-on experiencePractice real in the field


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The approach

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Why arent you?I guess you dont understandaboutHow many times have you?Do you want me to tell you what

youre doing wrong?I dont see the proactive monitoringtrends on the monitor

Your register does not match withthe switches in the panel!

If you did your proactive monitoringyou wouldnt have all thosealarms

I was wondering if you could tell meaboutIs everything well within limits?Is your proactive monitoring tooldoing as you would expect?

What has (variable xyz) been doingsince the shift started?There are hardly any alarms on

your summary whats your secret?How can we improve proactivemonitoring?

What is the difference betweenbeing reactive and proactive?Do you have a lot of activeoverrides?


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Approaches

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Unsuccessful Coaching Is

PunitiveOne-waySupervising, directive

IntimidatingCondescending

And is recognised byOh, no. Here comes the know-it-all again. I think Ill take a long

break in the restroom. Call me when he/she leaves.


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Approaches

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Successful Coaching Is

Positive reward and recognise good behaviourWin-winTwo-way communication

Dialogue, discussion, agreement

A learning encounter and environment

And is recognised by

Hey, Im glad to see you. Ive got some questions. I also think I havesome solutions to a problem we discussed earlier on and I want youropinion.


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What is Coaching

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Communicate

Observe

Ask

Clarify

Help

On the why and what of the coaching campaign and

make an agreement about it

Either F2F, close or at distance. Focus on facts

Explain what you saw and ask for clarification and/or

confirmation

Highlight the good and clarify any gap

Engage on ways to close the gaps. Ask whether the

coaching session helped. Follow up.


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Coaching is a process

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Prerequisites

Information given

Training received

Clear expectations set

Procedures and tools (if applicable) available

How to execute coaching

Focus on priorities, identifying the critical issues

Implement something EVERY DAY, and stretch your comfort zone

Reflect on what happens and extract learning

Seek feedback & support, ask others ideas and transfer learning into nextstep. Do ask for help


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Remember the basic steps

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# Feedback step Yes/No Remarks / Evidence

1Set the stageSelect a goodmoment to talk and be timely. Lookfor thatcoachable moment.

2Be specific, based on practicalbehaviours & observable evidence.

3

Give balanced feedback, includingpositive points.

Identify opportunities for

improvement.4 Help to identify consequences.

5Agree on follow-up actions and thetiming for those actions & results.


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A few reinvigorating quotes

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Experience alone does not ensure developmentI found 5000 ways how not to make a light bulb.

Change before you have to !Speed skating and figure skating have one thing in common: the ice !

One does not discover new land without consenting to lose sight of the shore

for a very long timeLife can only be understood backwards, but it must be lived forwards.

The play was a success, but the audience was a failureIts not whether you get knocked down. Its whether you get up again.

All learning have an emotional basisTo teach is to learn twice

Being a role model is not the best way to lead: its the only wayPractice does not make perfect. Perfect practice does


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Positive and negative spins to a CRO

2.0


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Observations

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The negative spin..

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Why arent you looking at the proactive monitoring trends?

I guess you dont understand your jobWould you like me to tell you what you are doing wrong?You wouldnt get all those alarms if you used the proactive monitoringtrends.What part of proactive monitoring do you not understand?Cant you do anything with all those alarms beeping all the time?Do you think someone understands what you write in your shift report?Whydont you have the minimum skilled people in your shift?So you have no idea where you find the Variable Table?

That handover only took 5 minutes, thats too short.All those procedures here are out of date didnt you see that?


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The positive spin.

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Ive noticed that there are several alarms on the summary. I you

explain me what the problems are at the moment?What is your experience with proactively monitoring the facility?Could you tell me about (variable x) and its behaviour? What has itdone over the last two shifts?Ive noticed there are hardly any alarms on the summary great job!

Whats the secret?Can we improve the proactive monitoring trend package? How ? Doyou have trends you routinely monitor that are not currently in thepackage?What is the difference between proactive and reactive operations?Does the Bad Actor work help you in your job?How do you know if you are operating within the limits, all the time?Can I (you) help you (me) understand anything about the unit today?How are things going today?


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Q&A

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Documents

Communication Skills & Coaching