Have you tried the OSCAR model for your coaching conversations?

It was developed by Andrew Gilbert and Karen Whittleworth, it builds on the GROW model and it’s particularly useful for managers seeking to adopt a coaching style.

Outcome: the destination

Clarify the outcome, goal or aim

  • What would you like to achieve from today’s session? (the short-term outcome)
  • What’s your long-term outcome?
  • What would success look like?

Situation: the starting point

Gain a clearer perspective on the current situation

  • What’s the current situation?
  • What problems are you facing?
  • How are you currently addressing them?
  • What are your most pressing needs?

Choices and consequences: the route options

Generate as many alternative choices as possible; raise awareness about the consequences of each possible choice

  • What choices do you have?
  • What options are you considering?
  • What are the consequences of each choice?
  • Which choice has the best consequences?
  • How far does this seem to meet what you need?

Actions: the detailed plan

Clarify next steps forward; develop responsibility and accountability for action plan

  • What actions will you take?
  • What will you do next?
  • How will you do it?
  • When will you do it, and with whom?
  • On a scale of 1 to 10, how willing are you to take those actions?

Review: staying on track

Create a continuing process of review and evaluation; check it’s all on course

  • What steps will you take to review your progress?
  • When are we going to get together to review progress?
  • Are the actions being taken?
  • Are the actions moving you towards your outcome?

As you can see, it’s a very solution-focused approach. With a little practice, it can help lead to great results. Give it a go!


If you’d like to explore this topic or any other aspect of customer service training then please do give us a call on 01582 463464. We’re always here to help.

Categories: Customer service

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