tiers cheat sheet

When coaching, we need to consider the tiers of learning. This means asking ourselves if the person knows what to do, if they have practiced the skills, and if we have built their confidence. For example, if someone is struggling with conflict, we need to address their knowledge, skills, and behavior. The same goes for public speaking or any other area of coaching. The tiers of learning provide a roadmap for coaching. So, when we're coaching, we have to be very conscientious within the framework of coaching what the tiers of learning are. So, let me give you an example. If you have an employee who's really having a troubling time with another employee and let's say they just cannot have a conversation without it becoming combustible, we have to ask ourself the tiers of learning questions to ourselves as coaches. Knowledge. Do they know what to do? Do they know how to handle this conversation? Skill. Have I practiced with them? And behavioral. Have I built confidence for them to perform that activity? So, think of conflict, but let's think about something a little less arduous, public speaking. If you have someone who has to do a stand-up presentation and they don't have the knowledge of doing it, how do they skillfully practice and prepare? And where does confidence comes from? Confidence comes from one thing, practice, repetition, and positive reinforcement. So, as a coach, think about the area that you're coaching to. Knowledge. Do they know what to do? Skill. Have I facilitated practice? And have I used repetition and positive reinforcement to build up that confidence, that behavioral component? So, the tiers of learning really become a roadmap for you to coach to. Think about a customer service agent. They have to handle angry customers. If there has not been a knowledge set or component taught, they can't practice something they don't know how to do. So, remember to ask yourselves, do I know? If they have the knowledge, have they practiced the skills, and have I infused positive reinforcement to build confidence?