Build coaching skills with "nudges"

This post is the fifth in the Training in Turbulence series, which explores how to develop talent amidst the disruption and volatility of the COVID-19 pandemic. Talent developers will find that the concept of nudges pairs well with micro-learning, as described in the last post!

From programs to systems

Before COVID-19, talent developers taught coaching skills in “macro-learning” contexts that required considerable resources, particularly of that increasingly-important resource: employee time. As this resource wanes amidst economic disruption, talent developers have to develop alternative strategies for building core skills. One such strategy, that of behavioral nudges, doesn’t just require “less” of learner’s time. It requires no time investment whatsoever.

Richard Thaler and Cass Sunstein suggest in their book "Nudge: Improving Decisions About Health, Wealth, and Happiness" that “nudges” are strategic configurations of the “choice architecture” surrounding behaviors. Those who want to use nudges to improve the performance of a skill, say coaching, should seek to influence the “physical, social, and psychological aspects of the contexts that influence and in which our choices take place – in ways that promote a more preferred behavior rather than obstruct it.” If we want to develop coach-like behaviors through nudges, we need to stop managing learning programs - and start acting on organizational systems.

Getting started with nudges

At first, this may seem daunting. Many of us were educated in the traditions of cognitivism or other theories of education, trained to teach primarily through the well-sequenced delivery of high-quality content. In support of this, we learned to work within a system. We didn’t learn to be architects of the system itself. If we want to build nudges, we need to give ourselves the time and patience to learn this new tactic. Still, I believe that everyone in this profession can affect positive outcomes through nudges, regardless of our level of experience or expertise with this type of intervention.

Let’s start with the basics. To create nudges that assist in the building of coaching skills, we need an awareness of when, where, and why coaching should ideally take place within our organization. When we isolate these variables, we begin to understand the best place to deploy a nudge.

Since workplace coaching originated with formal “sessions,” team meetings and 1:1s are the natural places to begin. Team meetings often have a recurring cadence, they occur in conference or huddle rooms, and they provide an opportunity for coaching because they are the typical setting for performance-oriented conversations.

When considering the physical, social, and psychological aspects of team meetings and 1:1s, perhaps we are drawn to that physical (or virtual) organizing tactic that guides nearly all of these interactions: meeting agendas. Meeting agendas are often “topical,” in that they sequence a list of items for discussion. It is here that we can apply a simple nudge to encourage coaching behaviors by writing each agenda item not as a topic, but as a question. Then, below each question, we might include 2-3 coaching questions. For example, let’s say a manager and an employee are reviewing candidate resumes in search of a third member to add to their team. Rather than writing “candidate selection” or “new employee hiring” atop the agenda, the manager can add the question: “What next steps must we take in our hiring process?” Below this question, they add three popular, practical coaching questions: “What do we know to be true about each candidate? How can we separate the facts from our judgments? And if we say yes to this candidate, what are we saying no to?” By formatting meeting agendas in such a way, the manager nudges their meetings away from reporting sessions and towards coaching opportunities.

But coaching as a habit cannot be limited to team meetings and 1:1s. Nudges can make us more likely to practice coaching on a peer-to-peer basis, but only if embedded in the environments where our peer-to-peer coaching should occur. My background is in technology, and currently, I work for Zendesk, a company that builds software for customer interactions. Customer service conversations in the form of “tickets” form the most common use case for this software. Customer service agents or salespeople can work out of Zendesk to respond to emails, serve chats, and take phone calls. Zendesk then logs the conversation in a ticket that facilitates further communication. Working at Zendesk, it’s clear to me that many of our customers deal with highly complex questions from their clients. When evaluating this scenario for nudges, we again want to consider the when, where, and why. In this context, our “when” includes the moment before a new hire submits a response to a customer. Our “where” is the software user interface in which customer support agents work. We can deploy a nudge in this context to accelerate new agents in their ability to support customers.

Nudges and technology

Let’s use this example in the context of an online store that uses Zendesk to field questions ranging from refunds and billing to product troubleshooting and issue resolution. If that online store needed a fast way to bring their new hires up to speed, they could pair a new agent with a tenured mentor for 1:1 assistance on ticket responses. That’s where the nudge comes in. The online store could configure Zendesk in such a way that the new hire’s replies are automatically sent to their mentor for feedback and coaching before they are sent to the customer. The store could even configure Zendesk in such a way that the mentor could initiate a coaching dialogue based on the new hire’s responses, giving the new hire a chance to revise their answer before sending it out to the customer. By configuring a software application to initiate a coaching dialogue automatically, a talent developer nudges their organization towards peer-to-peer coaching. By the way, such a use case is quite common amongst Zendesk’s customers - it can be configured with a simple and widely-used feature known as “macros.”

Accustomed to a world of macro-learning, talent developers tend to think too broadly about many things within their domain. Shifting from day or week-long courses to small systems-level details is an abrupt change of pace. We must remain focused on the least amount of work that we could do to make it easier for team members to engage in a target behavior - in this case, coaching.

For a nudge to achieve optimal results, it should require little work by the talent developer, and next to no overhead or administrative obligation. Similarly, team members should hardly be aware that the nudge exists at all. That’s why low-tech nudges are not only more efficient to implement than high-tech nudges - they’re often more effective! Ultimately, this is why nudges matter for training in turbulence. They combine little effort on the part of the trainer and the learner - to achieve lasting improvements to recession-ready skillsets.

Low-tech and high-tech coaching nudges

Coach high performers for engagement and retention

This is the fourth post in a series on coaching high performers. In the last post, we explored how coaching high performers creates sustainability and produces competitive advantages.

Researchers continue to find correlations between workplace coaching and employee engagement. When employees receive consistent coaching, they are more productive, motivated, and committed. 66% of employees who receive coaching state that it increases their job satisfaction. Two-thirds of Millennials committed to staying with a company for 5+ years have a workplace coach. It's, therefore, no surprise that coaching drives employee retention.

But when we pause to consider who receives coaching, we have to wonder if we're motivating and retaining the best people. Most "coachees" fall within two categories. The first is executive coaching, a practice utilized by 50% of organizations in which a high-ranking leader works with an external coach. The second is performance improvement coaching, in which a low-performer works with their manager and/or an HRBP in an effort to meet expectations. As we've explored in past posts in this series, high performers receive at best sporadic coaching.

So if we combine the data that coaching drives retention and engagement with the finding that most of our coaching falls outside of the high-performance segment, we can infer that we are boosting the retention and engagement of two groups: highly-paid executive leaders who are likely to stick around by virtue of their compensation packages, and low-performing individuals at all levels of the organization.

The practice of workplace coaching needs to evolve to engage and retain high performers, not just because hiring a new high-performing employee is prohibitively more expensive than retaining an existing one, but because it is essential to an organization's culture of innovation and sustainability.

Talent developers should explore three relatively simple actions that can improve the engagement and retention of high performers.

First, ensure that every high-performer has a high-performing coach. The best way to do this? Recognize that high performers might need a coach from outside of their "chain of command." Nearly every high-performer has a people manager, but most people managers are not effective coaches. Approximately 60% of managers are not seen as good coaches. Talent developers can change this by identifying high performers and pairing them up with an effective coach, internal or external. It should be the talent developer's responsibility to convene, check-in with, and evaluate these pairings, which will often cross org chart demarcations. Sometimes, these pairings will bring-in voices external to the company. We spend over $1B every year in the United States on external executive coaches. In the event a great coach isn't readily available internally, why not extend this same benefit to high performers across the business?

Second, enable the high-performers to be the next generation of coaches. The employees who drive results in your organization likely know what they would like to get out of a coaching/mentoring relationship, but they might lack the vocabulary to initiate, sustain, and optimize coaching partnerships. So don't wait until these individuals are promoted into a management position. The talent developer should resolve to create a new class of coaching talent by upskilling high performing individual contributors (ICs) in the practice of coaching. Don't just create a one-off training for this group. Continuously invest - in workshops, micro-learnings, reading materials, and job shadowing programs, so that the best of your best might continuously sharpen their coaching skillset. Then pair high-performing ICs with peers who need a boost - before you need to move those same peers into a formal performance improvement plan.

Finally, convene the best of your best for regular group coaching check-ins. Identify the best coach in your organization, and empower that coach to engage high-performers in a group setting, such as a monthly lunch group or quarterly happy hour meetup. Group coaching is particularly useful for high performers as it creates a sounding board with which innovative ideas can gain traction. The key to successful group coaching in this context is to bring together a cross-functional selection so that coachees can vet their ideas with the greatest minds in your company, and so that they can continue to work on their own coaching aptitude.

It's no longer a great secret that coaching is correlated with engagement and retention. The question now turns to whether we are engaging and retaining the right people. When we stop neglecting and start coaching our highest performing employees, we elevate the odds that our brightest minds will still be with us for years to come.

Coach high performers to create a competitive advantage

This is the third post in a series on coaching high performers. In the last post, we explored how coaching high performers leads to widespread innovation.

Organizations are notoriously inept at seeing and acting on problems of great significance (see: Kodak, Blockbuster, Lehman Brothers, Target in Canada, etc). And while there are many explanations for this myopia, I believe this inability to respond can be explained, in part, by company cultures that suppress the whistle-blowers, that hide the canaries in the coal mine, that obscure the proverbial pause buttons.

In today's workplace, we're encouraged to develop a "solutions-oriented mindest," and a high level of "change resiliency." Neither of these is problematic in and of itself.

But when an organization becomes too focused on solutions, it actually narrows its focus on internal and external challenges (see Adam Grant, The Creative Power of Misfits). When an organization focuses too much on change "resilience," it sacrifices some of its ability to ask critical questions, surface unforeseen challenges, and act upon the subtle yet significant problems that accompany any change.

And that's where coaching high performers comes in.

While it's true that high performers can be problem-solvers, they may be equally valuable for their capacity to flag the otherwise ignored weaknesses and threats confronting an organization. It might be said that a true high performer is best deployed not just a problem-solver but as a problem-flagger!

Part of coaching a high performer involves developing a "problems-oriented mindset," and perhaps even a bit of "change skepticism." We ought to hold coaching conversations with high performers in which we analyze and identify the competitive challenges that the rest of the organization chooses not to see. In these discussions, we should seek to put teams and organizations on a path towards sustainability - by surfacing factors undermining longevity.

We should seek to have these conversations with high performers - but we should be judicious and discerning about what constitutes high performance. It's likely that anyone in an organization can articulate a few conspicuous grievances about their peers or their day to day work. But we're not looking for senseless griping about obvious annoyances. Presumably, someone has already thought about these. We're looking for the hidden challenges, we're seeking to understand the imminent problems that are not readily seen by all. That's why these conversations are a perfect fit for your high performing team members: those who know the business, who know how it runs, and who know how to contribute to its success.

In these conversations, workplace leaders can use three familiar tools in slightly novel applications:

The first is the SWOT Analysis, a look into a team or organization's strengths, weaknesses, opportunities, and threats. Long applied in strategic planning meetings or executive retreats, SWOT Analyses have been the tool of senior leaders and those in the upper echelon of the org chart. But they shouldn't remain there exclusively. High performers should regularly be encouraged to analyze the strengths, weaknesses, opportunities, and threats confronting their team, with a keen emphasis on weaknesses and threats.

The key to using this tool for competitive advantage lies in using it consistently with high performers, in encouraging them to focus on the "W" and "T," and in naming weaknesses and threats that are not readily apparent to all others within the organization. The key coaching question in these conversations becomes: "What weaknesses and threats are you aware of, that others are not giving enough thought to?"

The second tool is "Five Whys," a technique often deployed to uncover a problem's root cause. With the Five Whys, a coach asks their coachee "why" a problem exists. Upon their answer, they ask "why" again, prompting a deeper level of reflection than we typically apply to workplace challenges.

Five Whys can help high performers evaluate proposed changes to a team or an organization, so as to identify what downstream effects such a change might create.

The third tool is "Value Stream Mapping," a process-mapping activity that identifies all of the steps involved in delivering a product from a business to a customer. Value Stream Mapping identifies redundancies and unnecessary steps that create waste.

Value Stream Mapping can help high performers to identify possible sources of clutter, or sources of clarification. With Value Stream Mapping, a coach encourages high performers to think about what an organization should add to or remove its critical paths in order to protect against competitive threats.

High performers have an aptitude for sensing consequential problems before the rest of the organization. Often, they are sensing these vulnerabilities at the same time our competitors are thinking about them. When we help high performers to identify meaningful problems - and not just to offer solutions - we buffer our organizations against future disruption.

So give your high performers permission to dwell on problems, and to be skeptical about changes. It may just be the competitive advantage you require in order to avoid stay relevant.