Management
2011年02月25日
コーチングを前向きに活用する方法
この記事もミクスオンラインに投稿した内容です。オリジナルはここです。
www.mixonline.jp/Article/tabid/55/artid/38198/Default.aspx
ここ数年、ファーマ業界でも「コーチング」が流行しているようです。各社とも熱心に、所長やMRチームのリーダーにコーチング手法を教育していますが、残念ながらどうも現場レベルではうまくいっていないケースが多いようです。(ご自分のエリアではいかがでしょうか?)
コーチングの導入は、年々厳しくなる環境下で売り上げを伸ばすためには絶対に必要な取り組みですが、ここでよく陥りがちな落とし穴をさけるためのヒントをお伝えしたいと思います。
まずはフィールドコーチングに集中する
コーチングとは大まかに言うと「相手の能力に働きかけながら成果を生み出せるようサポートすること」ですが、色々な目的に応用が可能です。悩み解決のような「メンタルコーチング」、神経言語学的プログラミングの「コミュニケーション・スキル・コーチング」、生活と仕事のバランスなどを取り上げる「キャリア・コーチング」など、様々なタイプが存在します。製薬業界の営業現場では、例えば異業種から転職してきた中途採用MR、若手MR、女性MRなど、それぞれが持つ力を最大化するためには色々なコーチングが必要だと思います。しかしあえてはっきり書きますが、「メンタル」や「キャリア」の部分で「さあ、貴方がたは教育を受けたのだから、明日からメンバーのコーチングをしてください」といきなり伝えたとしたらどうなるでしょうか? コーチングする側もされる側もまるで落ち着かない雰囲気の中、とりあえず表面的な話だけをして、「やりました」という報告をして終わる可能性が高いでしょう。
実りあるコーチングとは、双方が積極的に参加意欲を持って初めて成り立つ関係です。「キャリア」や「メンタル」といった課題の元でそういった関係を構築していくには、極めて高度なスキルと時間が必要です。ですから、是非お互い目に見える実りである「一緒に処方を取る」という共通課題からスタートするようにしてください。まずは「同行の改善」に集中することで、信頼関係のベースを作って欲しいのです。より深い、相手のモチベーションを引き出すような作業はその後にした方が良いでしょう。
同行中の「監督」意識
弊社には「KANTOKU」と呼んでいるフィールド・コーチング・モデルがあります。今回は詳細は書きませんが、最も大事なポイントとなるのは、プレイヤーとコーチの役割をはっきりさせることです。色々な会社を見ていると、同行上の一番大きな問題は上司の「自己解決主義」にあると思われます。せっかくMR本人を観察するために同行しているのに、いざ面談に入ったらほとんど自分が話し、医師の質問や依頼にも直接答えたりしてしまうことも多いようです。こういうケースは「コーチする側」のエラーだと思いますが、コーチされるMRの立場からも、こういった失敗を防ぐ方法があります。同行日程を打ち合わせる際に、「今回はこの先生にXXXを伝えたいと思いますので、私の話法を聞いて、後でフィードバックして下さい」と事前に上司にインプットしておくのです。同行当日、面談の直前にも同じことを繰り返して上司にリマインドして下さい。成功するコーチング関係はお互いの信頼の元で構築されるものです。こういったオープンコミュニケーションを取る責任は双方にあります。“MRはフィールドに出ている選手、コーチは横から応援している存在”。このイメージを互いにしっかりと持ち、同行に出て下さい。
2009年09月11日
sloppy sing air service?
I just got back from an assignment in Singapore. I usually enjoy travelling there because it gives me a chance to fly with my favorite, Singapore Airlines. And this time my level of anticipation was even higher - my first opportunity to fly the massive Airbus 380, business class.
Wow. What a disappointment.
SingAir has strongly hyped the fact that they were the first to fly the newest generation of aircraft - but on the implementation level, they are letting their new toy get in the way of their traditional strength in service quality.
I know Singapore Airlines as the space where they make you feel like a king. The moment the attendants turn their focus to you, you become the most important person in their world. Consistently and delightfully. Taking the time for a smile. Remembering what was in your glass without you having to remind them. And just magically appearing at the right time, whenever you have a wish or a whim.
I think the 380 has knocked them off their game. This time all the attendants (on both outward and return legs) seemed consistently rushed. Didn't get greeted in my seat or offered a drink until I asked for one 10 minutes after sitting down (all passengers on the other aisle side were full - where's my magic first impression!?). Received almost every possible combination of a water refill (with gas, still, lemon, no lemon, ice, no ice) where in the past it was right on every time. Very few quick eye contacts and smiles on the walk-bys (maybe because I was two rows from the back in that massive cabin each time). Didn't even get the headphones passed out until after all the in-flight programming had started. And as an added bonus, an air-conditioning mishap on the return flight which kept us in the cabin in what must have been 35+ degree C heat for 30 minutes before the main engines came on.
I'm no prima donna customer, but I noticed all these things, and even heard others moaning and groaning in the immigration lines on both ends of the trip.
Just goes to show that even the best companies can lose their customer service focus and execution. Hopefully not for long...
Singapore Airlines - please work this out! Get the magic back, or the 380 is just going to become known as the cattle car that you couldn't manage right! (Think of a 1,000 room "5-star" hotel for the best analogy about where you don't want to take this one.)
2009年03月30日
sasuke underdog
This may sound silly, but I saw the Sasuke competition on
TBS tonight and really enjoyed it. For you that don't know
it, Sasuke is an athletic competition that incorporates
head-to-head tests of strength, speed, and agility in a variety of
event formats. They always invite famous Japanese and overseas
athletes to compete, and recently they have been upping the
number of entertainment industry "talents", especially comedians,
as well as troupe members from the "Muscle" musical show in
Tokyo. This time they also had a group of "normal people" that
won their way onto the show by winning local and regional
competitions: a university athlete, a shoe salesman, a former
sprinter who quit his office job to concentrate on Sasuke and train
while teaching aerobics at a sports gym, etc.
I took a quick look online and found that Sasuke has a solid maniac
following in the blogosphere. TBS also exports the concept overseas
and markets it under the name "Ninja Warrior." Good for TBS - but
with all that, you would think they could do something with that online
themselves? I gave up trying to find some good professional links to
show what the show is about - the best TBS has is a screen shot of
their program guide here.
Anyway, on the March 30th show they had this ridiculously hard 1st
stage obstacle course set up. Participants had to jump or swing from
island to island; run up and scale the wall of a giant half-pipe; spring
off a trampoline into a small crevice, catching themselves by sheer
arm and leg strength pushing horizontally on the walls, etc. At one
point 70 people had tried to get through it and only one had made it
on time to qualify for the second round. By the end, only a handful
made it through to the 2nd stage: and the great thing was that there
was not a famous person among them. Not one Olympic athlete or
Samurai Japan handball player. Not one comedian or talent. Just a
Taiwanese pro rock climber (!?) and the local UNDERDOGS.
(If you don't know that term, it simply means "a team or contestant
not expected to win." But Americans of my age know it as the name
of the lovable cartoon dog pictured above - he always gets himself
into a bad situation, but beats the bad guy and gets the girl in the end!)
Everybody else ended up falling in the water and looking stupid.
So I spent the last hour or so of the show riveted to my set, rooting for
one of these UNDERDOGS to pass through the even harder 2nd stage
course (basically a climbing strength and endurance challenge - up and
down a stair-like structure, down an inverted plane hanging off of what
looked like light bulbs, sliding across jungle gym bars supporting your
weight on metal rings, shimmying along the underside of a board tacked
onto the supporting structure above... You could just feel the pain in these
guys' forearms and fingers as the lactic acid flowed on and on...
In the end, the Taiwanese pro rock climber, the university gymnast, and the
sprinter-turned-aerobics-instructor were all in the water. Who went on to
the Final Stage? Only the shoe salesman. Classic.
If the show were produced in Hollywood, there would have been a different
final stage ending. But Shoe Salesman then had to go straight up (maybe 50
meters total on this ridiculous scaffolding tower) via a metal ladder and a
simple hanging rope. He got all the way to the top (impressive indeed) but
timed out about 2 seconds too slow. The best part was his reaction after -
big smile, no regrets, rightfully proud of himself. And looking to come back
to try again, to see if he could get up the rope in time. Sometimes seeing
simple things like that really give me energy for my business - small and
not well known, we are a classic UNDERDOG. But sometimes the
Olympians get over confident, the "talents" are more concerned about how
their hair looks, and even the pro rock climbers slip and fall. So the
little guy who focuses on the work at hand, preps right, and executes
effectively can come out on top - at least for one stage. Good to see!