Coaching: Let your team members arrive at their own solutions

By Bob Davis, Founder and CEO, Robert C. Davis and Associates I was reading a Harvard Business Review article on why so many coaching sessions do not produce the intended result, and the conclusion was that in these sessions, the coach does too much talking and does not let the coached team member come up with their own solutions. I have seen this time and time again.  We teach a...

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Contact centers: The case for coaching and The Quality Conversation

By Brad Baumunk, President and COO, Robert C. Davis and Associates Let’s talk about the value of a coach in someone’s life. Consider the quote by Ralph Waldo Emerson: “What I need is someone who will make me do what I can.” We all need a little nudge from time to time. A coach can do that. At every level of sports, we see coaches who help the team perform and do what they can....

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Skill transfer by Robert C. Davis and Associates: In the contact center, successful skill transfer depends on ample feedback

By Brad Baumunk, President and COO Here’s the last in our series on skill transfer for your contact center teams. We’ve covered the first four steps in our skill transfer model – explanation, demonstration, practice with coaching, and observation. Step 5, Feedback, is where you reinforce the right behaviors and make corrections in the areas that need work. It’s quite simple,...

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Skill transfer by Robert C. Davis and Associates: Contact center wisdom requires observation

By Brad Baumunk, President and COO This week, I’ve been posting about our highly effective skill transfer process for contact centers. We’ve covered the first three steps – Explain, Demonstrate, and Practice with Coaching. Today, I’ll talk briefly about Step 4 – Observe. After you believe the trainee may have achieved an acceptable level of competence at a new skill, it’s...

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Skill transfer by Robert C. Davis and Associates: The doing phase of the skill transfer process for contact centers

By Brad Baumunk, President and COO Here’s my next post in my series about our proven skill transfer model for contact centers. Some people love to practice and try new skills. Others don’t. As a leader, you must be persistent during Step 3 of the skill transfer process – Practice with Coaching. Remember, people learn 90 percent of what they do! Practice is the doing phase of the...

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Skill transfer by Robert C. Davis and Associates: In contact center training and coaching, skill demonstration leads to sustainable adoption

By Brad Baumunk, President and COO In my last post, I wrote about the value of Robert C. Davis and Associates’ proven skill transfer model for contact centers. I covered the first step of the skill transfer process – Explain – with an example of how it sounds. Today, let’s look briefly at Step 2 – Demonstrate. This is a critical step, because research shows that...

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