Pradeep Dhayalan

Many organisations invest in coaching frameworks and wonder why adoption is low. If coaching is going to change behaviour, it needs three elements: simplicity, frequency, and visible payoff.

1. Simplicity: fewer signals, clearer focus Complex scorecards demotivate coaches and coached alike. Reduce coaching inputs to 2–3 prioritized behaviours per quarter. Make the scoring binary (Observed / Not Observed) for those behaviors to simplify feedback.

2. Frequency: micro-coaching over marathon sessions Long monthly coaching sessions lose momentum. I prefer 10–15 minute, twice-weekly micro-coaching sessions focused on a single skill. These are low friction and produce measurable change faster.

3. Visible payoff: tie coaching to a concrete KPI If coaching isn't tied to an observable KPI, it’s abstract. Link coaching to one metric: AHT for efficiency issues, QA score for compliance, or CSAT for soft-skill interventions. Show progress on a dashboard.

4. Coach the coaches Quality of coaching differs widely. Run coach-of-coach calibrations every two weeks. Use recorded sessions to demonstrate both good and poor coaching examples. Make coach performance a recognized part of the career path.

5. Make it easy to follow up Most coaching fails at follow-up. Use a simple digital tracker: observation → action → due date → review. If it's tracked, it’s far more likely to be executed.

6. Celebrate micro-wins Small improvements compound. Publicly recognise a 2–3% improvement in CSAT or a consistent drop in overdue actions. This reinforces the behavior.

7. Build coaching into daily rituals Pair coaching with daily standups, QA calibrations, and one-on-one development conversations. When coaching becomes part of the rhythm, it stops being an optional add-on.

In short, coaching frameworks fail when they are complex, infrequent, unmeasured, or unsupported. Strip the complexity, make it frequent, and tie it to visible outcomes — the rest follows.