Session 2.

4:
Coaching, Feedback, and
Delegation Skills

Module 2:
Managing Human Resources
Leadership and Management Course for
ZHRC Coordinators and HTI Principals,
and ZHRC/HTI Management Teams
Learning Objectives
By the end of the session, participants will be
able to:
 Describe how coaching can help to develop
staff capacity and problem-solving skills.
 Demonstrate giving effective feedback to
staff.
 Delegate tasks to staff in a clear and
effective fashion.

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A coach helps to…
 Clarify tasks and desired outcomes
 See a range of possibilities and approaches
 Understand influence, impact, and responsibility
 See the consequences of actions

 NB: Coaching is a leadership tool to support

others to successfully address challenges and
produce results.

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Effective Coaching
 Build relationships of trust and support
 Care about the person being coached
• Focus on their growth.
 Support skill development, problem-solving
 Ask questions to clarify a goal or challenge
 Listen well.
 Do not:
• Give solutions
• Judge and evaluate
• Blame, Criticize Adapted from MSH, 2005.

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Coaching Employees

 You may not be able to use coaching

techniques with every employee.
 To be coached, a person has to:
• Want to learn and change
• Be open to feedback from others
• Take responsibility for their own
actions

Adapted from MSH, 2005.

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G-R-O-W-S Coaching Model
What do you want to have happen?
Goal
What would success look like?
What is going on now?
Reality What factors favor success?
What obstacles might be encountered?
Given your goal and the current reality, what
options could you try?
Options
What choices do you have?
[Generate at least seven options!]
Will Which of the options will you pursue? When?
What support or encouragement will help you
Support
implement your decision?
Adapted from Whitmore, 1996

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Activity: Coaching Practice
 Work with a partner.
 Describe a challenging situation from your work
and personal life. (Think simple!)
 Your partner will practice using the GROWS
model to coach you.
 Each partner will take a turn as coach.

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What is feedback?
The transmission of evaluative or
corrective information about an
action, event, or process.
Merriam-Webster Dictionary

Information provided to a performer during

or after an activity that enables the
performer to assess the success or failure of
his or her performance. Feedback is
regarded by many as the single most
important factor in the acquisition of skills.
Sports Science & Medicine, Oxford Press

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Importance of Feedback

 Helps to get results

 Motivates employees
 Improves skill
 Solves problems
 Fosters growth

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Activity: Feedback Experiences
 Feedback is powerful.
• Raise your hand if you have received feedback.
• Stand Up if you have received unhelpful
feedback!
• Wave your hands in the air if you have received
helpful feedback!

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Types of Feedback

1. Positive 3. Negative
• Encouraging • Overly critical
• Good feelings • Hurt feelings
2. Constructive 4. Punitive
• Focused on • Blaming
problem-solving

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Positive vs. Negative Feedback

Negative comments
outweigh positive 1 Positive Comment

comments. 1 Positive Comment

1 Positive Comment 1 Negative

Comment
1 Positive Comment
It takes 8 positive
comments to undo 1 Positive Comment

the damage of 1 1 Positive Comment

negative comment. 1 Positive Comment

1 Positive Comment

1 Positive Comment

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Giving Feedback: The ‘Sandwich’
Approach
 Provide balanced feedback.
• Use positive statements and constructive
statements.
 Use the “Feedback Sandwich”
1.A positive observation
2.A constructive observation
3.Another positive observation &
summary statement

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Giving Effective Feedback
 Be specific
• What did you like, specifically? Why did you like it?
 Focus on behaviour/actions, not on the person
• What is the impact of their behaviour?
 Be sincere, honest, and gentle.
 Focus on solutions.
 Use respectful statements.
 Choose appropriate timing & location.
 Check for understanding.
 Be consistent
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Activity: Giving Feedback
 Practice your skills at
giving positive and
constructive feedback with
a partner.
• Role Play 1: Tough Day,
K.M.?
• Role Play 2: Great Day,
J.D.!

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What is delegation?

To commit or to entrust
to another.
- Free Dictionary Online

To entrust a task or
responsibility to another person,
typically one who is less senior.
- Oxford Dictionary

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Why do we delegate work?
 Manage workload
 Tap into talent
 Clarify responsibilities
 Help people grow
 Get the work done
 Meet deadlines

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I need you to do
something. It’s a
report on absences. I need you to estimate the
Maybe a chart or amount of time the
spreadsheet or average employee is
something would be absent from work due to
good. Get on it right sick leave, holidays, and
away. Thanks. vacation. We need this to
plan workload for the
coming year. I need it at
the end of next week. Are
you able to fit this in with
your other work? What
obstacles do you see in
getting this done?

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Delegation Continuum (1)
 Shows different levels of authority by manager
and freedom for employee for an assignment.

Source: www.businessballs.com

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Delegation Continuum (2)

Freedom
Levels of Delegation
1. Tell 5. Check, then Do
2. Research 6. Inform
3. Recommend 7. Empower
4. Consult
Adapted from Tannenbaum & Schmidt, 1973.

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Activity: Delegation Worksheet
 Practice completing  Tell the Employee:
the delegation • Deliverable
worksheet. • Deadline
 Trade with a partner • When to Check-In
for feedback. • How much Authority
 Ask the Employee:
• Any Obstacles?
• Resources Needed?
• Other Priorities?
• Time Availability?

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Key Points
 Coaching helps employees develop problem-
solving skills.
 Feedback is a powerful tool for supervisors to
motivate staff, build employee capacity, and
encourage high performance.
 Effective feedback is specific, respectful,
consistent, and solution-focused.
 Effective delegation clearly communicates what is
being requested, when it is needed by, and why.

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