Coaching that Works

We’ve all been there. You’re coaching a new hire, a volunteer, or a team member on a specific task, and it’s just not landing. You’ve explained the process, shared resources, and even offered support—yet two weeks later, the task is still undone. What’s the disconnect?

I realized the problem wasn’t in what I was explaining, but how I was coaching. I could outline steps and cheer people on, but that’s not the same as effective coaching. True coaching requires understanding where someone is—and meeting them there.

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Enter the Skill-Will Matrix

If you know me, you know I love tools that bring clarity to messy situations (hello, Eisenhower Matrix). Recently, I discovered another 2x2 model that completely changed how I think about coaching: the Skill-Will Matrix.

How to Use the Skill-Will Matrix

1 - Assess the person’s skill and will – for one specific task.

This isn’t about their overall job performance. Focus on the particular activity they’re working on. Skill depends on experience, training, and understanding; will depends on motivation, confidence, and personal or external incentives.

2 - Plot them on the matrix.

Once you understand their levels of skill and will, plot their position. You’ll end up on one of four quadrants—each with its own coaching approach: Direct, Guide, Excite, or Delegate. The goal in coaching is to push toward the High Will-High Skill quadrant, where you can delegate the activity to them and they enjoy full autonomy in completing the task.

3 - Apply the right coaching strategy:*

• Direct: First, focus on will. Help the person see why the task matters. Then structure the tasks for some quick wins that will help build the skill. Be sure to supervise closely, affirm often, and set clear deadlines.

• Guide: Begin with the necessary training. Answer questions. Leave room for the trainee to make mistakes. Slowly give them more autonomy as their skill grows.

• Excite: Be curious about the reasons that their will is low in this area. Then, match with appropriate motivations, including incentives as necessary. Monitor and provide feedback.

• Delegate: This is the sweet spot! When will and skill are high, it’s time to step back and let them do their best work. Set the objective, but don’t be prescriptive about the method. Encourage them to take an active role in decision-making and let them take appropriate risks. This not only builds trust but sparks creativity and ownership.

*From The Tao of Coaching by Max Landsberg

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Address Your Own Will

Assessing, strategizing, and coaching does take time. You may be wondering, “Is this really worth the effort?”

Frankly, I get it. I’ve been there. I’m an entrepreneur who struggles to delegate. But delegation is a game-changer. When you align your team’s skill and will, you’re not just making things easier for today—you’re investing in future capacity and confidence.

• You will stay focused on the right priorities.

• Your team will develop their skills and feel fulfilled in their roles.

• Productivity will rise across the board.

• Innovation and adaptability will flourish.

• Stress and burnout fade, replaced by empowerment and engagement.

At first, coaching will take a little extra time, but the long-term benefits far outweigh the costs. You and your team will notice a change—and be better for it.