Performance Coaching Conversations for Staff

Step 1: Employee Appreciation

Open by acknowledging the employee's specific contributions. Genuine, concrete recognition sets a positive tone for everything that follows.

Conversation starters:

• "I wanted to point out the great work you achieved on this project…"

• "Your work impacted the university/college/department by…"

• "I wanted to share the great teamwork you showed when…"

• "I wanted to thank you for your input on…"

• "I noticed great initiative when you…"

Step 2: Constructive Coaching

Share observations with care and openness. Invite the employee's perspective before offering solutions.

Conversation starters:

• "I have some feedback that might be difficult to hear. Are you open to hearing these thoughts?"

• "Based on my observations, you may be engaging in some behaviors that are getting in your way. Can we discuss this?"

• "I'm going to describe a problem I see. I may be wrong and, if so, I hope you'll tell me. If I'm not, let's discuss ways to address it."

• "Next time you work on X project or with Y person, what might you keep in mind? Is there anything you might approach differently? How can I help?"

• "What could have gone better?"

Step 3: Institutional Culture and Values

Connect the employee's day-to-day work to APSU's mission and explore how the team as a whole contributes to a strong departmental culture.

APSU's Values:

Academic Excellence · Integrity · Community · Personal Growth · Life-Long Engagement · Collaboration

Conversation starters:

• "Which of APSU's values does your work exemplify best right now? Which value do you feel you could improve on?"

• "What are your favorite aspects of our department or team?"

• "What might you change, and why?"

• "How can I support you on this project or in your long-term goals?"

• "What are some things you'd like to see more of from me?"

• "Are there new ways you'd like to serve the university — committees, projects, or other opportunities?"

Step 4: Learning and Development

Help employees connect their work to their professional growth and longer-term career goals.

Conversation starters:

• "What are three things you've learned this semester?"

• "Do you have the chance to work on projects that use your skills in the best way? Are there projects or areas you'd like to work on?"

• "Which skills or competencies would you most like to develop?"

• "What are your key priorities as you think about your career? How does that connect to your current work?"

• "Are there things you'd like to accomplish that you don't yet feel prepared to do? If so, what's the nature of that gap?"

Step 5: Listening and Employee Feedback

Active listening is the foundation of a successful coaching conversation. Use these six techniques to stay present and genuinely receptive.

1. Pay Attention

   Create a comfortable space for the employee to think and speak. Don't interrupt, finish their sentences, or formulate your response before they've finished. Make eye contact, stay fully present, and listen from a place of respect.
   
   

2. Withhold Judgment

   Stay open to new ideas and perspectives. Even when you have strong views, hold criticisms and avoid arguing or pushing your point before the employee has finished sharing.
   
   

3. Reflect

   Don't assume you've understood correctly — or that the employee knows you've heard them. Mirror their information and emotions by periodically paraphrasing key points.
   
   Example: If an employee says, "Emma is loyal and her team would do anything for her, but no matter how much I push, they keep missing deadlines," you might respond: "So Emma's people skills are strong, but accountability is a challenge."
   
   

4. Clarify

   Ask questions when something is ambiguous. Open-ended questions invite self-reflection rather than defensiveness.
   
   Examples: "Let me see if I'm clear — are you talking about…?" / "What do you think about…?" / "Tell me more about that." / "Have you asked the team what their main concerns are?"
   
   

5. Summarize

   Restate key themes as the conversation progresses to confirm shared understanding and clarify next steps.
   
   Example: "Let me summarize to check my understanding. Emma was promoted to manager and her team loves her. But you don't believe she holds them accountable, so mistakes keep happening. You've tried everything you can think of. Did I get that right?"
   
   

6. Share

   Once you've fully understood the employee's perspective, introduce your own thoughts and suggestions. Shift the conversation toward collaborative problem-solving: What hasn't been tried? What don't we know? What new approaches could we take?
   
   Guide and offer ideas, but don't dictate a solution. Employees feel more confident and engaged when they have ownership of the path forward.