coachinglisted

# Coaching Most call reviews describe what happened. The person hears an accurate account of a call they were on, agrees with it, and does the same thing next time. The difference between describing and coaching is small and specific: **one behaviour, self-assessed first, rehearsed rather than advised, and observed again.** All four, or it is a conversation. The failure this exists to prevent: **the list of six things.** Comprehensive, fair, accurate, and impossible to act on. A list of six improvements is a list of zero. --- ## What this needs **Shared context.** If an `account-context` document exists, read it first so the coaching is about the job here rather than about customer success generally. Where it is absent, carry on. **Minimum: something you observed.** A call, a written piece, a meeting. Coaching on report is coaching on rumour. **Better with** the recording or the artefact itself, so the conversation is about a specific moment rather than an impression, and with previous coaching notes so you are not restarting. **Best with** a pattern across several observations, because one call tells you about a call and three tell you about a person. --- ## Step 1: Diagnose before you coach Four different problems wear the same clothes, and the wrong diagnosis is why coaching fails while everyone tries hard. - **Skill.** They do not know how. Coaching works: model it, rehearse it, observe it - **Knowledge.** They do not know the product, the segment or the acco