We have all been coached at various times in our lives. Some coaches are able to make learning fun, relevant and enjoyable. Often, the style of delivery, communication skills and format of the coaching session, or the amount and quality of feedback provided, is a factor in how we feel about the coaching. 1. List all the qualities you can think of that a good coach should possess. 2. Review the following examples of underperformance and make recommendations for the type of support required, i.e. informal discussion, coaching, formal training Individual lacks confidence when talking to customers and has failed to achieve target sales. Individual is making errors when completing paperwork, delaying deliveries and resulting In customer complaints The accounts clerk has not been sending invoices in the correct accounting period, resulting in delays in revenue collection and cash flow problems. A service team member is unsure how to issue refunds and process exchanges, resulting in customer complaints. The stockroom manager does not have a forklift licence and has been relying on his "2nd in charge' to accept all deliveries, resulting in an overspend of wages