In today's workplace, leaders are expected to be coaches—able to deal effectively with different people, build trust, and drive results through ongoing conversations, not just instructions.

• Learn how to coach instead of control, so performance improves without micromanaging.
• Build strong accountability habits (clear expectations, follow-up, ownership, outcomes).
• Gain practical skills to deal with different personalities, attitudes, and behaviors professionally.
• Master feedback and difficult conversations in a way that is firm, fair, and motivating.
• Turn underperformance into clear action plans with measurable goals and timelines.
• Strengthen communication so employees understand priorities and deliver consistently.
• Improve engagement and retention by supporting growth and development.
• Use ready-to-apply coaching frameworks, questions, and tools for real workplace situations.
• Earn a certification that validates your ability to coach for results and accountability.

• Equip managers, supervisors, and leaders with practical coaching skills to improve employee performance and accountability.
• Build a consistent coaching mindset and daily habits that drive results without micromanagement.
• Strengthen leaders’ ability to communicate clearly, give feedback effectively, and handle difficult conversations professionally.
• Enable leaders to set clear expectations, align goals, and follow up with measurable action plans.
• Develop employees’ ownership, motivation, and capability through supportive, performance focused coaching.
• Create a coaching culture that increases engagement, collaboration, and sustained business outcomes.

By the end of the program, participants will be able to:

• Explain the role of a manager as a coach and the impact of coaching on performance and accountability.
• Apply a practical coaching framework to structure effective one-on-one coaching conversations.
• Set clear expectations and translate them into SMART goals and measurable performance standards.
• Use powerful questioning, active listening, and constructive feedback to improve employee capability and motivation.
• Diagnose performance gaps (skill, will, resources, clarity) and select the right coaching approach for each situation.
• Coach employees to take ownership of outcomes, commitments, and deadlines without micromanaging.
• Conduct difficult performance conversations with confidence, professionalism, and fairness.
• Create and document coaching action plans with follow-up steps, timelines, and accountability checkpoints.
• Manage resistance and challenging behaviors while maintaining trust and psychological safety.
• Track progress and evaluate coaching impact using performance indicators and continuous improvement practices.

• Managers responsible for leading people and delivering results
• Supervisors overseeing daily operations and team performance
• Team leaders and department heads managing individual and group accountability
• Newly promoted managers transitioning from individual contributor to people leader
• Experienced leaders seeking to strengthen their coaching, feedback, and performance management skills
• HR professionals supporting leadership development and performance improvement initiatives

• Coaching conversation skills (active listening, questioning, empathy + firmness)
• Goal setting & performance planning (SMART goals, clear expectations, success criteria)
• Feedback & feedforward techniques (timely, specific, behavior-based feedback)
• Performance gap diagnosis (skill vs. will, clarity, resources, process barriers)
• Action planning & follow-up (commitments, timelines, check-ins, accountability checkpoints)
• Difficult conversations (underperformance, attitude, conflict, resistance)
• Measurement & KPI tracking (using metrics, scorecards, dashboards to monitor progress)
• Documentation & performance notes (objective observations, coaching plans, agreed actions)
• Problem-solving tools (root cause analysis, prioritization, continuous improvement basics)
• Using people systems/tools (basic use of HR processes, appraisal/performance systems, collaboration tools)

• Business acumen (understanding how the team’s work impacts results)
• Alignment to strategy (translating business goals into team/individual priorities)
• Results orientation (driving execution, productivity, and outcomes)
• Decision-making and accountability mindset (ownership, standards, consequences, consistency)
• Communication & influence (clarity, buy-in, handling stakeholders professionally)
• Operational planning (workload, resources, delegation, removing obstacles)
• Customer/quality focus (service standards, quality expectations, continuous improvement)
• Change agility (leading through change, coaching adaptability and resilience)
• Team leadership & engagement (motivation, recognition, trust, psychological safety)
• Ethics & fairness (consistent treatment, bias awareness, respectful leadership)
• Goals and KPIs.

• Accountability — sets clear standards, follows up, and ensures commitments are met.
• Ownership Orientation — empowers employees to take responsibility for results and solutions.
• Active Listening — listens to understand, clarifies, and confirms meaning before responding.
• Effective Communication — is clear, direct, and respectful in expectations and feedback.
• Empathy with Firmness — shows understanding while maintaining performance standards.
• Emotional Intelligence — manages emotions, stays calm under pressure, responds professionally.
• Courageous Conversations — addresses underperformance, behavior issues, and conflict promptly and fairly.
• Consistency & Fairness — applies expectations and decisions reliably without favoritism.
• Adaptability — adjusts coaching style to different personalities, situations, and performance levels.
• ​Trust-Building — creates psychological safety while keeping a strong focus on results.

The certificate runs over 18 contact hours delivered online.

Participants who complete the certification assessment will earn a certificate of completion.

Dr. Rana Jisr

• Affiliate professor at Grenoble School of Management, France
• Professor at ESLM, Brussels.
• Certified coach from the International Coaching Federation.
• 15 years of experience in teaching, and training.
• Co-founder of Del-Ponte Company, Dubai.