Specify the

behavior and

consequences

Be

Open to

employee’s input

Identify future

Action and

follow up

Respect and

encourage

SOAR Skill Assessment Does the conversation focus on:

□ 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 improve and how it aligns with/differs from the performance expectation.

q Praise: Describe your observations and how it meets or exceeds the desired performance.

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 Confirm employee understands how to demonstrate the desired behavior.

q Ask what would help the employee meet the expectation?

Recent 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 support performance improvement.

q Practice or ask agent to model desired behavior, if possible.

q Confirm your intention to follow up.

Recent improvement:

q Identify if ongoing or additional actions are necessary reinforce performance improvement.

q Confirm your intention to follow up.

q Show your respect for the employee with

thanks for whatever they’ve put into the

interaction – time, attention, effort, their

improvement.

q Demonstrate sincere encouragement.

q Encourage continuation of positive behavior.

Observations

Coaching assessment a Exceeds

__ Meets

__ Needs Improvement

Coaching skills coached:

Next steps:

Coach:______________ Date: _________