Service Coaching

Coach staff to deliver service in accordance with organisation’s service vision, mission and values



Competency Area

People Management


Identify people for coaching

Uses multiple methods to provide feedback to individual on service performance

Is able to discern who can benefit most by an external nudge and help

Understand and identify the characteristics and roles of a coach in imprving each individual

Able to identify and relate components of a coaching plan to each individual

Coach individuals for service performance

Prepare coaching plan for individuals to address service performance issues

Demonstrate the use of coaching techniques to address service performance issues

Monitor progress of individual for improvements in service performance

Enhance the effectiveness of the coaching process

Review effectiveness of coaching techniques

Understands and guides coaches in appropriate use of coaching models and their application to individual cases

Keeps close track of the individual's progress and swiftly changes the coach and can take effective action, should it be so required