1. SOAR Skill Assessment Coach:______________ Date: _________
Does the conversation focus on: Observations
□ Performance Improvement
· gaining employee agreement and fixing the problem
· sticking to observable behaviors – what is the employee saying or doing?
· one or two specific behaviors at a time
□ Performance Reinforcement
· the positive impact of the behavior
· continuation of the behavior, especially for a recent improvement
· celebration of achievement – this is a fun conversation!
q Describe the performance expectation.
q Correction: Describe the behavior your want to
Specify the improve and how it aligns with/differs from the
performance expectation.
q Praise: Describe your observations and how it
behavior and meets or exceeds the desired performance.
consequences q Use specific examples from your observation.
q Highlight the positive/negative consequences of
the behavior.
q Ask questions to determine if employee
understands and agrees with your observation(s).
q
Be Confirm employee understands how to
demonstrate the desired behavior.
Coaching assessment
Open to q Ask what would help the employee meet the
expectation? a Exceeds
employee’s input Recent improvement: __ Meets
__ Needs Improvement
q Confirm the employee’s confidence in continuing.
q Ask what the employee did differently this time.
q Identify specific and measurable actions to
Coaching skills coached:
support performance improvement.
q Practice or ask agent to model desired behavior,
Identify future if possible.
q Confirm your intention to follow up.
Action and Recent improvement:
follow up q Identify if ongoing or additional actions are
necessary reinforce performance improvement.
q Confirm your intention to follow up.
Next steps:
q Show your respect for the employee with
thanks for whatever they’ve put into the
interaction – time, attention, effort, their
improvement.
Respect and q Demonstrate sincere encouragement.
encourage q Encourage continuation of positive behavior.