Chapter 7 - Coaching, Counselling And Assessment Flashcards
G
R
O
W
Goal
Reality
Options
Will
P E S O S
Prepare Explain Show Observe Support/Supervise
Name 6 key coaching skills?
Questioning skills Listening skills Demonstrating skills Feedback skills Observation skills Analytical skills
Coaching v Counselling
Counselling is defined as a set of techniques, skills and attitudes to help people mange their own problems using their own resources.
The role of counsellor is one of guidance and support, it’s not about imposing solutions or being directive.
Format of a counselling discussion…? (3 points)
Understanding - attempt to gain how the problem appears to the individual
Challenging - get the individual to look at it problem from another angle
Resourcing - encourage the individual to find a solution and give them support.
Direct and Indirect evidence.
Pros and cons of Direct, min 3 each?
Pros
Reliable
Because reliable less is required
Less need to interpret or draw conclusions.
Cons Can be time consuming Cannot see everything May not be natural Presents only a snap shot
Direct and indirect evidence.
Pros and cons of indirect evidence? Min 2 each
Pros
Allows trends to be identified over time
May be cheaper as supervisor does not need to be observing
Cons
Less reliable because not seen directly
May need to interpret or have to draw conclusions.
Direct and indirect evidence.
So he do we maximise our chances of making the correct decision? There are 3 key principles that can be applied to help make accurate and consistent decision?
Sufficiency - is there enough info to make a decision?
Reliability - how trustworthy is the information?
Validity - how well does the information demonstrate what you are looking for?
3 key benefits of using an observation aid?
Set out the required behaviours through the advice process
Proved a scoring or rating mechanism
Provide a record of observation.
The knowledge and skills a supervisor requires to monitor ongoing competence are..?
4 points
A knowledge of the firms business objectives and T&C requirements
A knowledge and understanding of standards of record keeping and responsibilities
An ability to analyse KPI and other data consistently and;
An ability to record information and assess observations
The types of information available to a supervisor to monitor ongoing competence are…?
7 points
KPI information Activity information CPD activity Performance against sales or income target Accompanied calls Ongoing completion of product tests File reviews
When monitoring data, if the supervisor comes across an area of concern, they should follow a sequence a such…?
3 points
Investigate, gather further evidence, observation and or hold a meeting with the adviser to discuss root cause.
Develop where a problem has been highlighted
Document both the outcome of the investigation and any development.
The FCA expect supervisors to demonstrate 2 skills…
Coaching skills and;
Assessment skills
