3 minute read
8600-306 - Understanding Customer Service Standards and Requirements (2 Credits
8587-302 - Undertaking an Extended Period of Coaching within an Organisational Context
Unit aim:
This unit requires learners to undertake a minimum of 12 hours of effective coaching within an organisational context plus a 2 hour meeting with their supervisor/tutor. Learners will be able to identify areas for improvement through ongoing review and feedback.
Learning Outcomes (the learner will) Assessment Criteria (the learner can)
1. Be able to plan and organise a minimum of 12 hours of effective coaching with a maximum of two individuals 1.1
1.2
1.3 Produce a plan for effective coaching to take place for 12 hours
Agree appropriate topics, goals and/or outcomes relevant to the context of individual(s) being coached
Agree an appropriate and confidential contract with individual(s) and other stakeholders
Learning Outcomes (the learner will) Assessment Criteria (the learner can)
2. Be able to undertake and record a minimum of 12 hours of effective coaching with a maximum of two individuals 2.1
2.2
2.3
3. Be able to gather evidence of ongoing review of their own coaching practice 2.4
3.1
3.2
3.3
3.4 Use diagnostic or assessment tools to effectively coach within an organisational context
Use a recognised model of coaching during the coaching process which supports the individual(s) to achieve their goals
Demonstrate the knowledge, skills and behaviours of an effective and ethical coach, including communication techniques of questioning and listening
Record an auditable coaching process from initial contact to completion Reflect on each session and identify key learning to support continuous professional development
Gather ongoing feedback on effectiveness of their coaching for each session and show evidence of this
Review and evidence own ability to use effective communication skills, including questioning, listening and giving feedback in order to facilitate coaching practice
Summarise the outcomes of ongoing supervision for a minimum of 2 sessions of effective coaching to improve practice
8587-303 - Reflecting on Coaching Skills within an Organisational Context
Unit aim:
This unit aims for the learner to reflect on their ability to perform effectively as a coach within an organisational context
Learning Outcomes (the learner will) Assessment Criteria (the learner can)
1. Be able to review the effectiveness of their coaching practice
2. Be able to plan for their own development in coaching 1.1
1.2
2.1
2.2 Examine the effectiveness of their own coaching practice based on evidence, including records, supervision and feedback
Identify own strengths and areas for improvement of their own knowledge, skills and behaviour, including communication and interpersonal skills Review own coaching ability to identify future development opportunities, including the use of questioning, listening and communication strategies
Produce a relevant development plan covering a minimum of 6 months, including timescales and measures of success
Companies we work with
Company quotes: Trainees wished to “…be able to structure a training session in order to train new employees…. I have learnt a lot in these sessions to put to use in my job.” “…learn how to develop a training plan and deliver a presentation… (this course) will help me when I deliver induction presentations. Previously I had no structure, but now I know the importance of training plan ensuring all material covered….(the tutor) set us all at ease, covered material with enthusiasm and helped to engage everyone.”
Interface
Company Quotes: “ILM Level 3 training has been an invaluable learning curve for all of our staff who attended. Expertly taught, it opened up the eyes of some of our most senior staff, proving that learning never stops. We cannot recommend this course enough.”
Martin O’Farrell, HSEQ manager, The Deluxe Group
