Following a request from the manager - based on complaints from customers and recent changes to liquor licensing laws - Tina has been asked to provide on the job coaching to all bar staff to address what the manager has called "these important issues".

"Bar staff need training in customer service and an understanding of these new licensing changes", the manager said and then walked off. Feeling under pressure, Tina decides to save time by not preparing any coaching plans: she gathers the bar staff together and tells them there will be training after work on Saturday, at about 2am (Sunday) for approximately 2 hours. Attendance, Tina warns, is mandatory.

The experienced staff are annoyed when told their customer service skills need attention and all the staff believe learning about the new liquor licensing laws are a complete waste of time. They are further annoyed when Tina tells them the session will be lecture style in the training room - all talking, no practical, no demonstration!

Respond to the following questions below.

1. What were the coaching NEEDS identified in this scenario?
2. How may the request from the manager have been handled better?
3. Why might the decision to coach AFTER WORK be a bad one?
4. What suggestions would you recommend if you were organising the coaching in relation to the environment and method of delivery of the session?

Marsha is making Cappuccino's that lack consistent foam/froth. You have already done a "coffee skills" coaching session with Marsha when she started 4 weeks ago. At the time she wasn't confident using the coffee machine as it was very different to what she had used in the past. Her language skills are moderate and English is a second language.

You thought you had communicated well with Marsha but you remember the caf was very busy where you were coaching and it was noisy. She mentioned at the time she had past experience using a coffee machine so you made the assumption she could make coffee.

Respond to the following questions below.

1. What are the performance problems and difficulties in this scenario?
2. As theworkplace coach, how will you rectify this situation?
3. To determine why Marsha is having these difficulties andto determine her current level of competency, what are 3 clarifying questions you could ask as the workplace coach?
4. If you are not able to rectify the problem with Marsha, what would you?
5. How will you monitor Marsha to ensure she is making coffee to the organisations standards?

Tim and Daniella arenew Kitchen Hands to your organisation. You will be delivering a 30 minute coaching session just before their first shift on Thursday showing them how to use the dishwasher.

Respond to the following questionbelow.

1. Using the 6 principles of coaching outline your coaching session?