Coaching employees is like solving a Rubik's cube. Each Rubik's cube is solved differently, you need to use a different combination of steps, algorithms, and processes to get the end result. However, to start solving the cube, you need to get the base cross. This is the first thing you aim to do when you start solving a Rubik's cube, solve for the base cross, once you have the cross, you can figure out how to solve the rest of the cube. The fundamental attributes are this cross. Once an employee has a good handle on these fundamental attributes, you can coach them in all the skill and performance areas that they need to improve upon.
The 9 fundamental attributes are...
- Feedback Acceptance
Just like Rubik's cubes, every employee needs to take different steps to toward their desired end result. Without the fundamental attributes, employees won't be able to achieve those goals.
As a manager, you notice a few things that Jim could improve upon while cold calling. You bring him into your office and give him some constructive feedback. However, Jim takes this feedback as criticism and gets upset. Not only does Jim's cold calling technique not improve, his attitude, progress, and engagement all suffer as well.
You notice that Kelly has been struggling with customer service, so you assign her to observe another employee who does well with customer service. However, Kelly doesn't really feel connected to her fellow employees so this assignment just makes her nervous and distracted. Not only do Kelly's customer service skills not improve, but now Kelly has lower confidence, motivation, and engagement.
Skills such as cold calling and customer service are extremely important and need to be coached and developed for employees to progress and reach their goals. These skills are called targeted skill/performance areas, but it is difficult to coach in these area's if employees are lacking in the fundamental attributes.
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