1. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. Coaching for Results Confrontation Skills Presented by:

2. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. Performance Conversations “How To” Praise Progress Understand the Situation Review the Standard Ask for a Solution Ask for Commitment 2

3. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. The Confrontation Skills Process

4. Set the Stage State the topic, be specific Check for Understanding State the Objective Use “You” and “Differently” Check for Understanding Copyright © 2008 First Steps Training & Development, Inc. All rights reserved.

5. Facts and Reasons State the trend Review a recent example Check for agreement Ask for reasons  Write them down  Echo back Summarize Examine each reason thoroughly Explain why first Then accept or reject each reason Ask: “What are you going to do differently in the future to…?" Copyright © 2008 First Steps Training & Development, Inc. All rights reserved.

6. The Confrontation Skills Process

7. Follow-up Follow-up is a form of “measurement” Copyright © 2008 First Steps Training & Development, Inc. All rights reserved.

8. Summary of the Measurement Section What information defines the difficult employee’s progress? What accomplishments of the difficult employee are going to be measure? How are these accomplishments going to be measure it? Copyright © 2008 First Steps Training & Development, Inc. All rights reserved.

9. Follow-up Follow-up is a form of “measurement” The first follow-up On-going follow-up Copyright © 2008 First Steps Training & Development, Inc. All rights reserved.

10. 10 For more information, or to schedule a workshop, contact: Toll Free: (800) 211-0871 www.FirstStepsTraining.com 10 Coaching for Results Confrontation Skills