Helping create service ‘experts’: The opportunity for an athletic approach to coaching in service organisations

Date

2012-04

Authors

Read, Micheal J.B.
Colgate, Mark
Corwin, Vivien
Tax, Steve

Journal Title

Journal ISSN

Volume Title

Publisher

European Mentoring and Coaching Council

Abstract

Recent research on expertise in organisational contexts strongly indicates that coaching, mindset, and deliberate practice have a greater impact on achieving high levels of proficiency than innate talents. We examine the opportunity for service firms to adopt an athletic based approach to coaching, ensuring employees serving customers become service ‘experts’ and consistently deliver excellence. Highlighting 13 main coaching practice categories that exist in athletic and organisational coaching, we found that athletic coaching seems to use a wider range of coaching techniques. This investigation paves a way for service organisations to understand how they can best incorporate well-established athletic coaching practices into their businesses.

Description

Keywords

organisational coaching, athletic approach, service excellence

Citation

Read, M, and others. (2012). Helping create service ‘experts’: The opportunity for an athletic approach to coaching in service organisations. The International Journal of Mentoring and Coaching, 10(1).