When you and the customer have established a work goal, you need to know where they are in relation to that goal. You need to find out what their skills and strengths are (what they can do, not what they can’t) and measure where they are. Use ‘active listening’ skills like paraphrasing, asking questions for clarification, summarizing and picking up on what they’ve just said to move on to the next question.
Help the customer identify how far they have already come towards their goal, rather than how far they still have to go. You can ask them about the scale again at future meetings to let them see how they have progressed. You always need to ‘anchor’ the scale, though; this just means make sure both you and your customer know what you are talking about. Prepare yourself before you start the interview, checking any existing records and agreed plans or actions. Preparation is particularly important in giving you confidence that you can handle the interview competently
When you start the interview, do an introduction), to explain who you are and the purpose of this particular interview. The claimants may well have been told but that doesn’t mean they necessarily understand it as you do. Explaining the specific purpose of this interview avoids misunderstanding and potential hostility. It also gives the interview a professional and business like manner. You will also be able to give the claimant reassurances that their questions and concerns will be dealt with during this process
Goal Definition As soon as you can in the interview, find out exactly what sort of job the individual feels will be most suitable for them. Be specific, that is, for claimants close to work this may be a simple task. For other claimants, or those with a poor work history, establishing a specific job goal may take more time. If their initial response is something like “I can’t work because ……”.Then ask what they feel will suit them best when this situation improves or changes (unless it is clear that they will never work). Reassure them, if necessary, that while discussing this kind of work, you will talk about what they need to do, or what needs to change, in order to become ready to work.
The claimant’s job goal or aspirations towards one will need evaluating – working through what it is that makes them suitable for this kind of job. Have they got the skills, knowledge, qualifications and experience, or the potential to learn if training is available? This helps you and the claimant to do some reality testing.
If you have to, consider different job goals or different ways to achieve the job goal (in order to find a better match). . Considering options can frequently be very helpful, as you will often know about more of these than your claimants, and you can make a real difference to their chance of finding a job by giving them new (and better) ideas when they are needed
Once finished evaluating and exploring, you will have agreed: a suitable job goal, details about how to achieve the goal- what needs to be done, other options as a short term measure in case the first proves too difficult to find. Agree the plan you and the claimant determine the best course of future activity. Once the claimant’s job goal and their needs are clearly agreed, you will be able to draw up the plan. At this stage the process focuses on the goals that the person wishes to achieve, not only from the specific coaching session, but also in the longer term – what do they really want?
Once you’ve discussed the reality you can move on to explore the possible options that may exist for solving the problem or meeting the challenge Allow the coachee to come up with their own ideas – let them do most of the talking. At this stage the focus moves onto what they are going to do to reach their goal. It is also a stage of examining the potential obstacles and discussing ways of overcoming them and of agreeing the resources needed and what further support is needed.
When you and the customer have established a work goal, you need to know where they are in relation to that goal. You need to find out what their skills and strengths are (what they can do, not what they can’t) and measure where they are. Use ‘active listening’ skills like paraphrasing, asking questions for clarification, summarizing and picking up on what they’ve just said to move on to the next question. Agree the plan you and the claimant determine the best course of future activity. Once the claimant’s job goal and their needs are clearly agreed, you will be able to draw up the plan.
