What is the difference between coaching and counseling? How can you better provide feedback? This presentation focuses on the communication skills required to effectively use performance management.

1. Performance
Management for
HR Practitioners
Week 2: Communication,
Coaching and Feedback - Part 1
Instructor: Ryan Hendricks
S

2. Your Moderator
Steve Ressler
GovLoop, Founder
and President

3. Week 1 Recap
S Strong participation in webinar (60%)
S 60+ comments in the live group discussion
S Weekly Reflection Feedback:
"I hope you’re enjoying the course as much as I am. I’m
learning a lot about both performance management and social
learning. This week’s webinar helped to achieve the course
objectives of identifying practices that encourage more regular
and meaningful communication with supervisors/managers, and
performance-based actions an HR practitioner can advise a
supervisor/manager to take....I think this will go a long way
toward improving our Federal Employee Viewpoint Survey

4. Week 2 Webinar Agenda
S Week 1, Logistics and SME Intro S Providing Instruction - Guide, p 48
S Communication Skills for S Gathering Information - Guide, p. 49
Managers, Guide p. 43 S Polls and Interaction
S Coaching - Guide, p. 44 S Q&A
S Counseling - Guide, p. 45 S Summary
S Feedback - Guide, p. 46 S Week 2 Assignments
S Active Listening - Guide, p. 47

5. Webinar Tips
S Let’s continue to be interactive:
S Submit questions in the chat box - our expert will field them
S If you have any technical difficulties, use the chat window
S Direct it to the Chairperson and we will address it for you
S We are recording each session
S After the session, you will be able to find a link to the archived version of
the webinar on the Week 2 page of the course group on GovLoop
S Don’t forget your reading, discussion and partner reflection!

6. Lesson Objective
S At the end of this lesson, you will be able to
identify practices that encourage more
regular and meaningful communication
between supervisors/managers.

7. Introductions: Your Instructor
Ryan Hendricks
Human Resources Consultant,
U.S. Office of Personnel Management

8. Communication Skills
S Skills that indicate strong communication in the
performance management process include:
S Coaching
S Counseling
S Providing Feedback
S Active Listening
S Providing Instruction
S Gathering Information
S Reaching an agreement
S Understanding the employee perspective

9. Let’s Get Started!
Communication Riddles…

10. 1. Coaching
S Modifying negative work behavior and reinforcing
positive performance
S Providing feedback and identifying obstacles

11. 2. Counseling
S Can be useful in addressing an employee who is
having performance or behavioral problems
S Alerts the employee that there
is a problem
S Elicits information from the
employee
S Guides the employee toward
improvement

12. 3. Providing Feedback
S Convey your positive intent
S Describe specifically what you have observed
S State the impact of the behavior
S Ask for their point of view
S Focus the discussion on solutions

13. 4. Active Listening
S Active listening includes more than just listening to
the words that someone is saying.
S Pay attention to the tone, Use open-ended
behavior, and actions questions.
What obstacles
S Ask follow-up questions are preventing
you from
S Use open-ended questions completing your
work?

14. 5. Providing Instruction
S More direct form of communication
S Sometimes it is require to mandate an
employee
S Removes employee input from the process

15. 6. Gathering Information
S Focus on results
S Solicit input from individuals
S Jointly arrive at a solution

16. Scenario
S You have been leading a project for the past 2 months
which a couple of individuals are assisting on, including
your co-worker Glenn
S Glenn has been having issues completing his assignments
for the project on time, and the work he does complete is full
of errors
S You decide to try some of the communication skills you
learned from this webinar to address the problem

17. Let’s hear from you!
Poll 1:
What communication skills, if any,
could you use to address this
situation?

18. Let’s hear from you!
Poll 2:
Which combination of these skills
would be MOST helpful?

19. Let’s hear from you!
Poll Question 3:
Are there any communication skills that
you would avoid in this situation?

20. Interactive Chat: Timing
S What are the best times to provide
feedback? The worst?
S Time of day?
S Day of week?
S Situation?

21. Questions?
Ask the expert!
Submit your questions
in the chat window.
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22. Key Points (1 of 2)
S Communication plays a vital role in ensuring the success
of the performance management process
S Despite there being only a handful of formal
communications throughout the year, there are plenty of
opportunities to offer informal coaching or feedback
S Messages between sender and receiver cannot be
transmitted with 100% accuracy

23. Key Points (2 of 2)
S Informal coaching and feedback sessions provide the
supervisor/manager with an opportunity to modify poor
work habits and encourage positive work habits
S Good communication skills will lower the chance that a
message is misunderstood
S Supervisors/managers need to be able to integrate their
employee’s point of view into their decisions

24. Week 2 Assignments
 Attend Webinar ✓
 Complete Readings
o “Powerful Conversations and the Consequences of
Avoiding Them” (Blog Post)
o “What Is the Value of Coaching in These Times of
Uncertainty?” (Blog Post)
 Engage in Group Discussion (Thursday, March 7 at 2p ET)
 Submit Reflection to Class Partner by Friday COB
 Look for next week’s Email

25. Thank You
Please send questions
or course feedback to
Andrew@GovLoop.com
S