Coaching and Mentoring Skills for Workplace Performance Evaluation

This report examines the impact of coaching and mentoring on workplace performance and employee morale, with a specific focus on the National Health Service (NHS). It explores the benefits for both individuals and organizations, including increased opportunities, improved skills, and organizational innovation. The report analyzes the essential skills, behaviors, attitudes, beliefs, and values of an effective coach or mentor, such as active listening, asking effective questions, building connections, empathy, and providing constructive feedback. It also details various coaching models and strategies like the GROW model, to effectively coach and mentor employees at different levels. The report provides insights into the specific application of these skills and models within the context of the NHS and the professional development of employees like microbiologists.

Coaching & Mentoring
Skills for the Workplace

Table of Contents
INTRODUCTION...........................................................................................................................3
A REFLECTION OF COACHING SESSION……………………………………………………4
HOW COACHING AND MENTORING IMPROVED PERFORMANCE/MORALE …………5
ANALYSIS OF THE SKILLS, BEHAVIORS, ATTITUDES, BELIEFS, AND VALUES OF
EFFECTIVE COACH OR MENTOR…………………………………………………………….7
STRATEGIES TO EFFECTIVELY COACH OR MENTOR …………………………………...9
CONCLUSION………………………………………………………………………………….13
REFERENCES…………………………………………………………………………………..14

INTRODUCTION
Coaching and mentoring of employees at the workplace helps them to grow in their career
and it increase their value in the organization. It improves and magnifies employees' skills that
aid in developing personally and professionally. National Health Service is an international
health care system founded in the UK and funded by the Government. The services provided like
doctor or nurse visit during surgery, treatment or any medical help during injury, assisting
pregnant women, urgent help from a medical professional in case of serious medical issue or life-
threatening health problem are either free of cost or without paying the full cost of services. This
report will show the reflection of the coaching session in NHS and the need for any change in the
future. It will also show the evaluation of coaching and mentoring is beneficial for individuals
and organizations. An analysis of skills, behaviours, attitudes, beliefs, and values of an effective
coach or mentor and strategies used to overcome them.
A reflection of coaching session
Reflection of coaching session at NHS, Evaluation of coaching and mentoring, skills for
effective mentor and coach
Coaching is the process of learning and development that improves the performance of
employees mainly in some particular area or skill. To the identification and nurturing of potential
for the whole person. Mentoring is a long term process where the focus is on the overall
development of employees for career growth. (Le Comte and McClelland, 2017.) Coaching and
mentoring are two different processes, mentoring is personal development in the employees,
while coaching includes the performance measurement and review of any skills to be improved
or learned. Coaching focuses on some particular skills like motivational skills, leadership skills,
communication skills while mentoring programs are created by scanning the expertise
knowledge of employees and how it can be used to grow personally and professionally.
In the coaching session of NHS, it shows that for getting a promotion or thinking of a job
change, some kind of professional training should be taken. To gain more knowledge of the

skills one has, coaching and mentoring is the best process. As in the medical field, there are
many new technologies that have developed, and every time new innovations are used in the
pharmacist sector. As a microbiologist Maria will follow the training sessions and learn new
skills through coaching and will apply for promotion. Coaching will support career and develop
skills that will help in getting a promotion or applying for a new job.
How coaching and mentoring improved performance/morale
Coaching and mentoring works for an individual to enhance skills, knowledge, and work
performance. The process includes problem-solving, measuring the performance, developing
change in employees with skills, and to increase the subject knowledge. (Hultman, 2020.) An
evaluation of coaching and mentoring in NHS will develop an understanding of how they
improve the performance and morale of employees. To analysis this, let's understand the benefits
of coaching and mentoring for individuals and organizations.
For Individual -
 More Opportunity - Coaching and mentoring are the gateway for the opportunity
to develop a career and work for the targeted goal. (Mihiotis and Argirou, 2016.)
With the help of coach support working on the targeted goals became easy as they
work on the skills required to achieve the goal. If for microbiologist technology
skill is required, then the coach will work on the latest skill of technology in the
medical field.
 Increase Engagement- It increases the engagement toward the work and the
organizations, as feedback and encouragement are adopted by the coach. When
the participation in work is more it increases the productivity of the individual.
The relationship between the coach and the individual promotes commitment
toward work.

 Personality Development - It helps in improving the behavior and attitude toward
work and organization. A positive attitude is created during coaching, which
develops the personality of the individual. Personal awareness and bling spot are
known and coach support in its improvement. As Maria is ambitious, but her
frustration is hated by other members of NHS.
 Improve specific skills - Coaching work on the specific skills required to fulfill a
particular goal. Improving and working on a specific skill is the main objective of
coaching. (Stewart-Lord and et.al., 2017.) If any particular skill is important to
achieve the goal, those skills are developed during coaching like leadership and
team building. Microbiologists need to improve software skills which are
essential in the medical world, so the coach will work on software technique
skills.
 Facilitate Updating - Coaching is not about learning a new skill, but it also works
on the person's strengths with the updating in it or deeper level. If skill already
presented in person are updated according to the need of time. For example, if a
person has good knowledge of drugs and pharmacy, so coaching will update the
person with new drugs available in the market.
For organizations -
 Organizational objectives - The main objective of an organization is to earn a
profit when employees will be productive in their work, it will increase the
productivity of the organization too. (van Coller-Peter and Cronjé, 2020.) The
company goals will get accomplished, including individual goals. If Maria gets
promoted to the NHS, she will work as a manager in microbiologist. Her skills
and talent will support other team members to grow and reach the organizational
objective.

 Culture change - When coaching is given to every employee, there are skillful
employees, which creates a high-performance culture in the organization. The
working style and management of the company change as every employee is
skilled in its work. Employees will be more responsible and accountable for their
duties.
 Reduced development and training costs - Coaching reduces the cost of training
and development as employees learn the skill during mentoring sessions. The
taring and development apply to all the employees no matter their personal skills,
but coaching works for the personal skill of the individual. Like, only maria need
to develop technological skill as she is microbiologist, other employees may need
other skill to learn.
 Employee Value Proposition - Coaching increases the value of employees, when
the value of employees is good it shows a healthy atmosphere of the organization.
(Sharma, 2017.) To attract new employees personal coaching is a great way of
advertisement.
 Innovation in the organization - Mentoring and coaching support the innovative
ideas of employees. (Grover and Furnham, 2016.) As new ideas will be shared
easily in the organization, the chances of innovation will increase and it will help
in the growth of the company.
An analysis of the skills, behaviors, attitudes, beliefs, and values of an effective
coach or mentor
Coaching is a process to provide equal balance through support and challenges. (Vikaraman
and et.al., 2017.) This terminology simply means to assist the individual to learn, to give idea
about what is right or what is wrong. Coaching encourages people to achieve their full potential,

by enabling them to open their thinking and remove barriers. There are some effective skills are
as follows:
 Listening- Listening is very essential part of coaching. A person have very good listening
skills , it doesn't mean by to understand what is being said but also not being said the
person should be attentive, accurate me and understand the issues properly and shows the
empathy for others concern and asking the relevant questions to understand ten situation
better.
 Asking Questions – Asking question is an equipment and heart of the effective coaching,
without asking question it won't be possible. A person should ask relevant questions,
more close ended question to get more clarification.
 Building connection- To get someone trust is very important, so for this person should
build up good connections in the beginning and with the help of that can ask hard
questions. (Ladyshewsky and Taplin, 2017.) To build connection the use of body
language, use of voice and the importance of being warm and personable are required.
 Empathising - It means feeling and thinking about the person in given situation or
context. It helps to understand the view of other person, thinking, and needs through
communication and creating the good rapport. (Steeper, 2018) Empathy is totally
different from sympathy, when a person empathises with that person’s distress. He put
himself in his shoes and imagine what he is going through for this he don’t necessarily
share their emotions, though the person will understand it. In contrast, sympathy is
realizing compassion for the hardships that another person is suffering.
 Summarize and reflecting- Summarising helps to taking points from other person has
said, with full logic and clear and short. It also helps to understand their improvement so
far. And reflecting means repeating or step back to check the objective.

 Beliefs – It have a major impact on behaviour, by using the institution and asking the
relevant questions. And identify and challenges to question their inner beliefs.
 Stay focus: it is very important to active about process and keeping track with going too
much in the one situation or topic.
 Being Open minded and not judgemental - Coaches should be open minded for
accepting the situation of others not judging them one their situation is very essential part
and giving them effective feedback and suggestions while asking them question.
 Giving Effective feedback- Its importance to notice the behaviour, reaction, and noting
their facial expression to understand the situation effectively and helping them by
providing them feedback and relevant suggestions.
 Avoiding Temptation to Tell- It’s important to tell each and every thing what is going on
in person mind to the coachee while talking to him, so he will help him accordingly
The effective coach or mentor should also have personal qualities which are as follows -
 The mentor should be able to identify the change in the body language of employees
 The mentor or coach should have a sense of understanding and should able to maintain
confidential information of employees
 The personality of a mentor should be confident and inspiring for employees
 Time management and commitment toward the work shows the attitude of mentor and
coach
 The objective of coaching and mentoring should be clear to the mentor
 The mentor should welcome new and innovative ideas of employees
 Enthusiasm and a positive attitude toward work and employees are other characteristics
of a coach and mentor.
 A mentor should be able to evaluate the skills of employees and provide them feedback.

Strategies to effectively coach or mentor at an appropriate level.
There is various type of coaching and mentoring that are used in different level of
organization. (Maini and et.al., 2020.) Coach and mentor analyze the various strategies for
employees at different levels of the organization. Coaching models are used for effective
coaching and mentoring. Let's understand some of these models.
1. GROW Model
It is a coaching model that structures the coaching sessions in four different parts. The
coach and mentor use this model to identify the problem and generate the solution. (Baker,
2019.) The GROW model is used on employees when they are facing issues in their work. It is
based on four-step which are -
Step 1 - Goal
It defines the short and long-term goals of employees. It shows where employees want to
go and what will be the future of the employee. The Goal should be a SMART Goal, which
should have the answer to the questions like, what short term and long term goal, what the goal
will give you, what you would achieve, how you will know you reach the goal, and how will you
know the problem is solved.
Maria's short-term goal is to get a promotion in NHS as a senior microbiologist and her
long-term goal is to become open her own institute as a microbiologist. The SMART Objective
of her goal is -
Specific - To get promotion in NHS and open an own Institute
Measurable - Technological skills are measured while doing the job
Acceptable - She lacks the technological skill
Realistic - To get a promotion is a real process
Timely - Within 6 months she should get a promotion

Step 2 – Reality
In the next step of the coaching model, the current situation is explored and evaluated
with the goals. The role of mentor and coach is to estimate the real situations and with the
targeted objective. The employee has to perform a self-evaluation with the goal she wants to
achieve and identify the obstacles which are stopping her to reach the goal. Understand and
search for the answer to the question like, what is the current situation, steps taken for it, does the
goal conflicts with any other goal.
In NHS, due to COVID-19, the company has made some changes in the working
operation, planning of staff work, safe working. Because of which employees have to adopt the
new normal way of working in personal and professional life. Maria wants a promotion, but
there are only a few opportunities and she lacks some of the skills needed for promotion for
which she is working with the coach.
Step 3 - Option
The next step of options means, what are the other ideas to solve the problem, or any
other changes to achieve the target. For this brainstorming is done, and every option is evaluated
and analyzed. Maria has the option to join another organization or open a personal lab for
microbiology. The disadvantage of personal business is risky at the time of the pandemic, but the
advantage is that she will have her own business.
Step 4 - Will
The last step is choosing one option that will be your action plan. The role of the coach
is to prepare employee for the goal targeted. Maria will get the promotion in NHS, be developing
skills which are needed for getting the promotion.
2. Egan’s Skilled Helper Model

It is a 3-stage model developed by Egan, which helps the employees to solve the problems
and create opportunities. (Riggall, 2016.) It is mostly used by counselors, mentors, or coaches in
the organizations for the development of employees. The three stages are -
Exploration - What is going on?
Challenging - What do I want instead?
How might I achieve what I want?
Exploring - The first step is to know the problem of employees and give them feedback without
being judgmental and biased. It includes active listening, focusing on the problem, and working
on the blind spot of the employees. Maria is frustrated and looking for a new job or promotion in
the NHS, but she has not the skill set required for promotion.
Challenging - This stage involves challenging existing views that is solving one issue at a time.
It involves the process of Brainstorming where the other solutions are built to solve the problem.
If Maria as Microbiologist change her field and learn new skills that help her in career growth,
like developing a niche area in Microbiology.
Action Planning - The last step is to work on the plan for the targeted goal. The plan should be
real and achievable. The action plan for Maria is to learn a new skill that will help her in the
future for growth like technology and software used in Microbiology.

CONCLUSION
In this report, it is concluded that coaching and mentoring are an important part of
Healthcare services as it helps in personal and professional growth. There are various benefits of
coaching like it improve productivity, change the organization culture, personal growth of
employees, and organization. It also shows different skills that are required for an effective
mentor and coach. Mentors and coaches use various coaching models to improve the
performance of employees like the GROW model, Egan’s Skilled Helper Model, Johari
Window, CLEAR Model, and many more.