2. Coaching on the Job

Observe, ask, agree

1. Observe a specific behaviour. Note what you saw and its effect.
2. Ask the employee how they think it went and what they would change.
3. Agree one action and when you will check again.

Example

“I noticed the last three customers were not offered a receipt. What happened there?” Listen, then agree: “From now on, offer the receipt every time. I will observe again after your break.”

Good practice

• Coach in private; recognise in public.
• Describe behaviour, not personality.
• Follow up. Coaching without a second check does not change behaviour.
• Record coaching for new joiners in the On-the-Job Observation Checklist.