Chapter 7 - Employee Development

Leadership and Coaching

Personal leadership skills include the ability to plan, negotiate, communicate effectively, resolve problems and issues, and build strong relationships. The effective use of these skills allows your work force to become more independent, creative and confident ... things that every retailer would like to see more of within their stores.

Developing these skills is a comprehensive and detailed process. They are not covered in a one day workshop. Instead, they require detailed, long-term programs that address specific needs.

It is said that true leaders are lacking in the retail world today. Yet, there are leaders within every company ... they're just not always found at the top of the organization. Often, it is the front line manager who embodies the true spirit of leadership.

Coaching is the process of getting improved performance from your staff. Think about sports coaches for a moment. Now think about everything they do in their role as a coach. What they do, you must do with your team. It's very much the same thing.

Coaching skills break down into these six areas:

1. Goal Management: The ability to ensure staff members have a goal to achieve, and that they stay focused on it (think sales!).



2. Training: You must be able to train your staff consistently and effectively.



3. Building Relationships: If you don't like your staff, or they don't like you, there will be no improvement in performance. (Probably the opposite!)



4. Evaluating Performance: You must continually measure your staff's performance against the goals you have established.



5. Providing Feedback: You must let your staff know how they're doing, both good and bad. Most managers perform poorly in this area.



6. Motivating: Create a store environment that attracts your staff and encourages them to perform. When you do, they'll choose the right behaviours.