This course teaches front line retail managers the skills they need in order to be more effective and more comfortable coaching their teams. The course is delivered via a series of personal and PowerPoint-aided video lectures. Section One starts with a discussion about why coaching is so important to effective retail management. It continues with lessons on coaching fundamentals such as best location and tone to use when coaching, the five steps of coaching, and techniques for making the right amount of time to coach. Section Two, the Coaching Skills Backpack, is a series of techniques which help managers deliver coaching messages in the most effective manner. Lectures in this section teach the best times to use each technique, and they contain examples and demonstrations of the techniques in action. Section Three pulls it all together into the "Four Be's of Coaching." This not only serves as a review of the content from the first two sections, but it also teaches how to establish a productive coaching culture with the team. Students who enroll in this course will gain skills that will make them better coaches and more effective retail leaders.
This introduction describes the layout of the course and the major headlines that will be covered in each section.
This lecture sets the tone for why coaching is such a critical skill for retail managers. It discusses the constant pressures and challenges under which retail managers work and the huge benefit which comes from improving the skills of the team.
This lecture explains the five steps of the coaching process, which are to recognize a performance gap, diagnose the root cause, find a remedy, teach the remedy, and follow up to ensure success.
This lecture teaches some important foundational basics to good coaching, including choice of the right location and use of the right tone.
This lecture teaches the important point that retail managers must MAKE time to coach. It then discusses three techniques for how managers can make enough time for this critical part of their job.
This introduction to Section 2 explains what the "Coaching Skills Backpack" is and how it is used.
This lecture describes the use of the "Feedback Sandwich" in which coaches sandwich constructive feedback in between two slices of positive feedback in order to make the constructive feedback more palatable for the employee.
This lecture explains the skill of "Knocking on the Door" in order to get an employee's consent and attention before delivering feedback.
This lecture discusses the importance of being future-focused when coaching. Rather than dwelling on what went wrong in the past, we talk about what can go right in the future.
This lecture teaches the value of coaching the behavior rather than criticizing the person so as to maintain an employee's self esteem during the feedback process.
This lecture explains how the use of stories and analogies enhance an employee's understanding and retention of the coaching they are given.
This lecture passes along the teachings of Dale Carnegie on how to best influence others. Specifically, students are taught to "make the fault seem easy to correct" and "let the employee save face."
This lecture explains how Dr. Phil's famous line, "How's that working for you?" can be used as an effective retail coaching technique.
This lecture describes the value of stopping an employee and coaching right at the moment something goes wrong rather than letting the entire process go on and trying to backtrack in order to provide feedback.
This lecture serves as a review and summary of the lessons discussed in the first two sections. It does so through the format of the "Four Be's of Coaching," which illustrate the key message of the course - a coach's job is to HELP employees be successful.
Thirty year retail veteran and founder of The Retail Management Formula, a company dedicated to turning managers into truly effective leaders. Jon has run retail organizations as large as 250+ locations and has experience in multiple types of retailing, including department store, specialty store, discount retail, and financial service retail. He is the author of two books on retail leadership and served as an Expert Consultant to Capella Learning Solution's course on "Managing Front Line Retail Operations."