1. Drive Performance and Profits through Question-Centric Coaching Based on the contents of It Begs the Question Chick Herbert chick.herbert2@gmail.com www.questioncentriccoaching.com

2. I.Recognize how urgency creates bad habits II.Introduce working “on” versus “in” the system III.Clarify the difference between coaching & managing IV.Review the fundamentals of Question-Centric Coaching Q Agenda 1 ©2014 H&M Strategies. All Rights Reserved.

3. A unique development experience Q 2

4. StimulusResponse Instead of StimulusResponse Critical Thinking How urgency creates bad habits Q 3 ©2014 H&M Strategies. All Rights Reserved.

5. On average, two minutes per hour are used with maximum focus. We lose an average of 3 ½ hours a day pinging and zinging from interruptions and distractions Reference: Dr. Robert Cooper; The Other 90%: How to Unlock Your Vast Untapped Potential for Leadership and Life & the Deming Center for Quality Management Studies We waste up to half of every business day due to mistrust, imaginary evils, and negative competition… Interesting facts Q 4

6. … work “in” the system Managers who get caught up doing the activities their team should be performing … work “on” the system Managers who invest their time in activities that improve the overall environment for their team Managers need to be deliberate and … And avoid the temptation to … Q 5 ©2014 H&M Strategies. All Rights Reserved.

7. Q Distinguishing the differences between Coaching & Managing 6 ©2014 H&M Strategies. All Rights Reserved.

8. Q ManagingCoaching DirectiveCollaborative Focused on resources & materialsFocused on people Output / results drivenInput / behavior driven ControllingChoice AuthorityBuy-in Resolves issuesDevelops People Owned by the managerOwned by the employee E-mail or group meetingsVoice-to-voice conversations 7

9. ©2014 H&M Strategies. All Rights Reserved. Q “…ongoing…” Coaching is not a single event, or even a series of events, but a focused continuous improvement effort “…dynamic…” Coaching evolves over time as employee needs and situations change “…job-embedded…” Unlike training, coaching is integrated real time with day-to-day work flow and directly relevant to actual business situations “…diagnose…specific to that individual…” Coaching is completely customized to the individual. It targets only relevant and pressing needs and is tailored to employee strengths and personality…” “…behaviors…” Coaching is primarily about the application, not the acquisition, of skills and knowledge. It is concerned with doing, and not simply knowing 8

10. Process Which inputs correlate to improved results? Inputs ResultsInputs ©2014 H&M Strategies. All Rights Reserved. Coach to inputs Q 9

11. Q 10 ©2014 H&M Strategies. All Rights Reserved.  Assess individual employee strengths and weaknesses  Focus on process inputs that drive key outputs  Identify pipeline bottlenecks for each individual on the team  Perform effective one-on-one coaching sessions  Regularly practice QCC; demonstrate excellent listening skills  Predominantly work “on” the system and spend time on strategic initiatives  Coach the coach and develop QCC skills of other managers Level 3 Coaches (Lead)

12. 11 Why QCC is Important Q 1.People producing faster 2.Higher engagement levels 3.Improved retention 4.Increased productivity 5.Greater system insight 6.Lower management expense ©2014 H&M Strategies. All Rights Reserved. Turbo-Charging Individual Performance Turbo-Charging Team Performance

13. ©2014 H&M Strategies. All Rights Reserved. The question continuum Q Interrogation Gotcha Clarification Coaching & Management Personal Interest LowEstablished Trust Level High 12

14. ©2014 H&M Strategies. All Rights Reserved. Q LowEstablished Trust Level High Powerful QuestionsHindering Questions Shift the conversation to the other personStifle conversation Open-endedClosed-ended Short and simpleLong & complex Encourage engagement & collaborationDiscourage input and involvement Shift ownership to the other partyRequire little thought Require critical thinking & ideationDon’t drive innovation or new ideas Non-judgmental or accusatoryCreate defensiveness & apprehension 13

15. Closing thoughts & questions Q 14 ©2014 H&M Strategies. All Rights Reserved. chick.herbert2@gmail.com www.questioncentriccoaching.com