The following section contains an overview of training related materials and reports.

Coaching

Coaching is a participative approach putting the participants into the driver set of the process, aiming to guide and to empower the participants to analyze prevailing conditions and to formulate their specific solutions.

The coach motivates people to set SMART (Specific, Measurable, Attainable, Realistic, Time-bound) goals, which ensures the development of commitment and ownership through the coaching process. While the coach is stimulating the participants’ thinking process through suitable questions, the answers and the way forward should always come from the participants themselves. Therefore, the guidance provided by the coach during the process is a critical element for obtaining quality outputs. As illustrated in the following chart, coaching is assumed as a vital element for sustainable operations and management.

Objective of coaching (click to enlarge)

Further information can be found in the Guideline – Coaching Techniques.

The following is listing the coaching sessions conducted through the TC team so far.

Bac Ninh WWSC

• Coaching Report - Public Awareness Campaigns - Dec 2006 (Eng - Vn)

• Coaching Report - Customer Survey - Dec 2006 (Eng - Vn)

• Coaching report - Customer Complaint Management - Dec 2006 (Eng - Vn)

Bac Ninh WWSC, Hai Duong UPWMC, Can Tho WSSC, Soc Trang UPWC, Tra Vinh WSDC

• Coaching report on Customer Care Unit at Hai Duong, Can Tho, Soc Trang, Tra Vinh (Eng)

• Coaching report on Household Connection and Septic Tank Survey at Bac Ninh, Hai Duong, Soc Trang, Can Tho, Tra Vinh (Eng)