Coaching is the real work of leadership once you start managing other people. In modern workplaces—especially post-pandemic and in hybrid teams—your job isn’t just delivering results; it’s building capability so results keep happening even when you’re not in the room.
This guide breaks down a Seven Step Coaching Process leaders can use to develop team members through everyday, on-the-job coaching, not just HR training programs. It’s designed for busy managers in SMEs, multinationals, and fast-moving teams where skills, tools, and customer expectations change constantly.
How do leaders identify coaching opportunities in day-to-day work?
Coaching opportunities show up through observation, self-awareness, external feedback, changing business needs, and sudden situations. Leaders who wait for formal training cycles miss the daily moments where performance can lift quickly with small, targeted coaching.
In practice, there are five classic triggers. First, you notice a gap—someone lacks a skill, hasn’t been trained, or is moved into a new task with no reps. Second, the staff member flags it themselves, either because they’re stuck or ambitious and want growth. Third, customers, vendors, or outsiders complain or comment, which is often the clearest real-world signal that training hasn’t landed. Fourth, the business changes—new technology replaces old ways (think “Telex to email” as the metaphor), so yesterday’s competencies become irrelevant. Fifth, situations force change, like promotions, role shifts, or remote work onboarding.
Do now: Create a weekly “coaching log” with 5 headings (Boss, Self, Customer, Change, Situation) and write one example under each.
What’s a real example of a “customer complaint” coaching trigger?
Customer feedback often reveals tiny skill gaps that quietly damage trust—especially in service culture. Leaders should treat complaints as coaching gold, not just quality problems.
A simple example is telephone etiquette in corporate settings. In Japan, one common frustration is when staff answer the phone by stating only the company name, without their own name—creating awkwardness for the caller if they ask for someone and discover the person answering is that individual. The fix is not expensive training or a big workshop; it’s a repeatable micro-skill: answer with “Company name + your name.” This is the essence of practical coaching—catch a pattern, define the desired behaviour, practise it, and reinforce it until it becomes normal.
This same principle applies across markets. In the US or Australia, the equivalent might be email tone, response time, or how staff handle returns. In B2B environments, it might be meeting preparation or follow-up discipline.
Do now: Pick one customer friction point from the last 30 days and turn it into a 2-minute coaching drill.
What should the “desired outcome” of coaching look like?
Coaching only works when both people can clearly picture success and agree it matters. If the outcome is fuzzy—or owned only by the boss—it becomes compliance, not growth.
A strong coaching outcome is behavioural and observable: “They can do X task independently, to Y standard, in Z timeframe.” That clarity matters even more in remote or hybrid work, where leaders can’t rely on informal monitoring. The outcome should also be jointly owned: the team member needs to want it, not just tolerate it. That means the leader’s role is to define what good looks like, show why it matters (customer impact, team efficiency, career growth), and confirm the person buys in.
In startups, outcomes often focus on speed and adaptability. In large organisations, they may be tied to compliance, brand, or consistency. Either way, “success” must be visible, measurable, and shared.
Do now: Ask: “What would ‘great’ look like here in two weeks?” Write the answer as one sentence you both agree on.
How do you establish the right attitudes for effective coaching?
Coaching accelerates when the leader understands the person’s motivations and role fit. Without that, even good advice lands badly—or gets ignored.
Attitude isn’t about pep talks; it’s about context. How well you know your team determines how quickly you can judge whether you have the right people in the right roles—“the right bus and the right seats.” Some people are motivated by mastery, others by recognition, autonomy, stability, or future promotion. A leader who understands this can tailor coaching so it feels supportive rather than corrective.
This is especially important across cultures. In Japan, people may avoid direct self-promotion, so ambition can be hidden. In Australia or the US, staff may be more comfortable stating career goals openly. In both cases, leaders need genuine curiosity: “What do you want to get better at, and why?”
Do now: In your next 1:1, ask one question: “What part of your job gives you energy, and what drains it?” Use the answer to guide coaching.
What resources do managers need to provide for coaching to work?
The scarcest and most valuable resource in coaching is the leader’s time. If you demand performance but deny support, you’re setting people up to fail.
Resources can include money, equipment, training materials, access to internal experts, or backing from senior management—but the key constraint is often attention. Coaching isn’t a side hobby; it’s core leadership work. Many managers confuse “time efficiency” with effectiveness, rushing tasks while leaving capability undeveloped. The result is predictable: repeated mistakes, avoidable escalations, and a team that can’t operate independently.
In a post-pandemic world, time investment is even more critical for onboarding. New hires who joined after early 2020 often missed informal learning because there was nobody physically nearby to ask.
Do now: Block 30 minutes per week for coaching, not status updates. Treat it like a leadership KPI, not optional admin.
Why is coaching “job number one” for the boss?
When leaders get coaching wrong, performance problems multiply—and the team becomes dependent, fragile, and reactive. When leaders coach well, talent compounds and the organisation scales.
Coaching sits upstream of almost everything that matters: customer satisfaction, productivity, retention, and succession. HR can organise training, but only the direct manager can reinforce it in daily work—correcting small behaviours before they become big issues, and building confidence through repetition. The best leaders don’t just solve problems; they develop problem-solvers.
This is true whether you’re leading a sales team, operations team, or a professional services unit. In high-change environments—new tech, new processes, new market expectations—coaching is how teams keep up without burning out. It’s also how you build a leadership bench instead of becoming the bottleneck.
Do now: Identify one person you’re currently “rescuing” too often. Coach them on the skill that removes the dependency.
Conclusion: The Coaching Process as a leadership operating system
The Seven Step Coaching Process is a practical way to lead: spot opportunities, define success, align attitudes, and provide resources—starting with your time. The goal isn’t to create perfect employees; it’s to build capability so people can perform confidently as work evolves. If you treat coaching as a daily discipline, you’ll scale your team’s competence, reduce recurring issues, and strengthen results across customers, culture, and performance.
Author Credentials
Dr. Greg Story, Ph.D. in Japanese Decision-Making, is President of Dale Carnegie Tokyo Training and Adjunct Professor at Griffith University. He is a two-time winner of the Dale Carnegie “One Carnegie Award” (2018, 2021) and recipient of the Griffith University Business School Outstanding Alumnus Award (2012). As a Dale Carnegie Master Trainer, Greg is certified to deliver globally across all leadership, communication, sales, and presentation programs, including Leadership Training for Results.
Greg has written several books, including three best-sellers — Japan Business Mastery, Japan Sales Mastery, and Japan Presentations Mastery — along with Japan Leadership Mastery and How to Stop Wasting Money on Training. His works have been translated into Japanese, including ザ営業 (Za Eigyō), プレゼンの達人 (Purezen no Tatsujin), トレーニングでお金を無駄にするのはやめましょう, and 現代版「人を動かす」リーダー.
Greg also publishes daily business insights on LinkedIn, Facebook, and Twitter, and hosts six weekly podcasts. On YouTube, he produces The Cutting Edge Japan Business Show, Japan Business Mastery, and Japan’s Top Business Interviews, widely followed by executives pursuing success strategies in Japan.
