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Coaching Program > CTRW > Flashcards

CTRW Flashcards

1
Q

Coaching The Results Way(CTRW)

A

Methodology that helps produce results by focusing on Skill vs Will and reinforcing the behaviors that drive sustained excellence.

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2
Q

Model

A

Coaching The Results Way (CTRW)

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3
Q

Skill Vs Will

A

Skill on Left
Will on bottom

Counseling the coach inspires the training

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4
Q

Training

A

Willing to know the task but does not have the skill

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5
Q

Coaching

A

Developing the agent to skill mastery

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6
Q

Counseling

A

Agent has skill but is not willing

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7
Q

Inspire

A

Grow someone beyond their abilities. Have both Will and Skill

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8
Q

Goal For Coaching the Results Way(CTRW)

A

Strategically guide our associates into improved performance while maximizing profit.

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9
Q

Benefits Of Coaching the Results Way (CTRW)

A
  • Improve work Quality
  • Motivation
  • Empowerment
  • Prepare future Leaders
  • Increased Productivity and Performance
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10
Q

Supervisor Role in Coaching the Results Way (CTRW)

A
  • Coach twice a week
  • Use MyEureka to make the preparation faster
  • Active Listener
  • Start and End the coaching session on a positive note
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11
Q

Associate Role in Coaching the Results Way(CTRW)

A
  • Be opened to feedback
  • Self observation and Correction
  • Use tools like MyEureka to keep track of metrics
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12
Q

Manager Role In Coaching the Results Way (CTRW)

A
  • Make sure MyEureka tool is being used

- Monitor their supervisor’s consistente and effective usage of Supervisor’s Core Activites List.

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13
Q

Two Phases of Coaching the Results Way (CTRW)

A

Preparation & Delivery

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14
Q

Preparation for Coaching the Results Way (CTRW)

A
  • Review Performance and Previous Interactions
  • Demonstrate Trends & Perform Root Cause Analysis
  • Develop a Coaching Strategy
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15
Q

Delivery Phase of Coaching the Results Way (CTRW)

A
  • Check for Understanding
  • Set Expectation
  • Inspect
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16
Q

Coaching Tools and/or tools to identify trends

A
  • Rnet Check Set Inspect (CSI) Coaching Form
  • MyEureka
  • Triad Interaction Form
  • Agent Scorecards
  • QA Hearing
  • IEX
17
Q

Metric Review

A
  • Trends
  • Good & Bad Metrics
  • How the Metrics relate
  • What Metrics are on target
  • Compare Metrics
18
Q

Tools to review coaching interactions history

A
  • Rnet CSI Coaching Form
  • Roadmap to Sucess
  • Personal Success Meeting
  • Employee Motivators
19
Q

Root Cause Analysis

A

Discovering the root cause of an issue in order to solve the problem that is affecting

20
Q

First Step for Root Cause

A

3 Observations

Coaching Program (1 decks)

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