Lois Adrian-Hollier

The most important thing to start with is get all the facts. Do your research. Find what the real issues are seperate the cause from the effect. Listening is probably the most important communication skill. You have to pay attention to more then just the words. Coaching is kind of like facilitating. You bring your expertise into the conversation but most of the time it is most effective when they can progress through the issue and come up with a solution on their own. The one part of the process I personally have to work on is document the plan of action. Make sure your solution is one that is doable and make sure both sides are clear on what that solution is.