Program Management Guide: Middle Manager Difficult Conversations Coaching Program

1. Program Introduction & Benefits

This program is a structured, 4-month coaching initiative designed to equip middle managers with the practical skills and emotional intelligence framework necessary to conduct difficult workplace conversations effectively. It is built on the proven 70-20-10 Learning Model, emphasizing experiential, on-the-job application (70%), supported by personalized coaching (20%) and formal training (10%). The core methodology integrates the OCEAN model for conversation structure and emotional intelligence-based coaching to transform conflicts into collaborative problem-solving opportunities.

Strategic Benefits for Employees (Direct Reports of Participating Managers):

• Enhanced Psychological Safety: Employees will experience more constructive, empathetic, and clear communication from their managers, fostering a safer environment for dialogue and feedback.
• Improved Conflict Resolution: Issues will be addressed more promptly and effectively, leading to clearer expectations, reduced workplace tension, and more mutually agreeable solutions.
• Increased Engagement & Clarity: Through managers' improved active listening and feedback delivery, employees will feel heard, understood, and have a clearer path for performance and development.
• Professional Development Modeling: Employees will benefit from observing and experiencing advanced communication techniques, which they can adopt in their own professional interactions.

2. Program Expansion Strategy

Evaluation: This is a Coaching Program. While the core program is robust, integrating a supplemental Peer Mentorship layer among the participating managers would significantly enhance outcomes and sustainability.

Value Addition & Implementation: A structured peer mentorship component, launched after Month 2, creates a continuous support network. It reinforces learning through shared experience, provides a safe space for managers to discuss challenges without formal evaluation, and fosters a culture of collaborative leadership. This directly supports the 20% "learning from others" component and the final milestone on sustainability.

• Implementation Note: Pair managers from non-competing departments. Provide a simple framework for monthly peer check-ins focused on sharing real-world application stories, problem-solving specific scenarios, and holding each other accountable to their development plans. This can be facilitated through the Internal Social Network or Coaching Software.

3. Implementation Roadmap

Launch Phase (Pre-Month 1)

• ✓ Secure executive sponsorship and communicate program strategic value.
• ✓ Finalize participant selection criteria and nominate cohort of middle managers.
• ✓ Onboard and align external/internal coaches on program methodology, milestones, and KPIs.
• ✓ Distribute pre-program 360-degree feedback and communication health assessments to participants and their teams.
• ✓ Schedule kick-off workshop and all major coaching session blocks for the 4-month period.
• ✓ Set up all tracking dashboards in the selected Program Software (see Section 4).

Tracking & Operations (Months 1-4)

• Weekly: Coaches log session notes and participant progress in Coaching Software. Program manager monitors engagement metrics.
• Bi-Weekly: Deliver micro-learning content (videos, articles) via the LMS aligned with the current Actionable Content Pillar.
• Monthly: Conduct cohort check-in workshops for skill practice (e.g., role-play labs). Review tracking dashboard with sponsors.
• Milestone Gates: At the end of each milestone month, collect required outputs (e.g., reflection journals, completed role-play certifications, documented conversation plans) and update participant progress.

Success Measurement

• KPIs & Feedback Mechanisms:
  • Quantitative:
    • Pre/Post 360-Degree Feedback: Measure change in communication competency scores.
    • Team Engagement Survey Scores: Track improvements in psychological safety and "manager communication" items.
    • Program Completion & Application Rate: >90% completion of all modules and coaching sessions; each manager documents at least 3 real-world difficult conversations during the program.
    • Software Analytics: Engagement with LMS content and peer interaction metrics.
  • Qualitative:
    • Mid-Point (Month 2) & Final (Month 4) Reflection Surveys: Participant self-assessment on confidence and capability.
    • Coach Summaries: Qualitative analysis of skill progression across the cohort.
    • Documented Case Studies: Collect 2-3 anonymized examples of successful conversation turnarounds.
    • Exit Interviews: 30-minute interviews with a sample of participants to capture nuanced feedback and stories.

4. Approved Tools List

• Coaching Software: Primary Tool. This is non-negotiable for managing the 20% coaching component. It will be used for scheduling one-on-one sessions, storing coach notes, tracking action plan progress, and aggregating qualitative data for measurement.
• LMS (Learning Management System): Primary Tool. Essential for delivering the 10% formal training component asynchronously. It will host micro-learning videos on the OCEAN model, emotional intelligence modules, role-play simulation guides, and housing the Resource Library.
• Internal Social Network: Supporting Tool. To foster community and the supplemental peer mentorship layer. A dedicated group will allow managers to share resources, ask questions, and support each other between formal sessions, enhancing collaborative learning.
• Personality Test: Supporting Tool. To be used in Milestone 1 (Foundation Assessment) to increase self-awareness. A tool like a DiSC or similar assessment can help managers understand their own communication styles and potential triggers, feeding into Pillar 1 on Emotional Intelligence.

Justification: Mentorship Software is not required as the primary relationship is coach-coachee. ERG and Onboarding Platforms are not relevant to the program's core goal. The selected tools directly enable the 70-20-10 model: LMS (10%), Coaching Software (20%), and Internal Social Network supports the social learning aspect of the 70%.

5. Resource & Content Library

Training Content for Coaches

• Guide: "Facilitating the OCEAN Model in Role-Play Scenarios"
• Video Series: "Identifying and Coaching Emotional Triggers in Managers"
• Article/Guide: "Structured Feedback Techniques for Coaching Conversations"
• Template: "Coaching Session Debrief Template" (focused on real-world application)
• Guide: "Measuring Behavioral Change: From Role-Play to Live Application"

Training Content for Coachees (Managers)

• Micro-Learning Video 1: "The Anatomy of a Difficult Conversation: From Fear to Framework"
• Interactive Module: "Self-Assessment: Your Communication Style & Triggers"
• Video & Worksheet: "The Preparation Phase: Gathering Facts vs. Stories"
• Step-by-Step Guide: "Executing the OCEAN Model: Phases 1-3 (Open, Engage, Create)"
• Simulation: "Virtual Role-Play: De-escalating an Emotional Response"
• Toolkit: "Scripting Templates for Common Difficult Conversations"
• Guide & Template: "Creating a Shared Action Plan (OCEAN Phase 4: Next Steps)"
• Reflection Journal Template: "Post-Conversation Analysis: What Worked, What Didn't"
• Video: "Building Long-Term Trust: Following Up After a Tough Talk"