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コーチングとは?意味や効果、やり方の基本、ティーチングとの使い分けを解説 コーチングとは?意味や効果、やり方の基本、ティーチングとの使い分けを解説
コーチングとは、「答えは相手のなかにある」という原則に基づき、質問を通じてメンバーの目標達成や成長などの支援をする指導方法です。
本記事では、コーチング資格を持つ筆者がコーチングの概要とメリットを確認します。確認したうえで、後半では実践編として、コーチングの基本とポイント、必要スキル、コーチングとティーチングの使い分けを解説します。
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コーチングとは?
コーチングとは、「答えは相手のなかにある」という原則に基づき、質問や傾聴などの対話を通じて、相手の考えを引き出すサポート手法やコミュニケーション手法です。
コーチングは、プロスポーツの世界などで古くから導入されており、トップアスリートの多くは、専属コーチと契約をしています。
コーチングと対比される指導方法が、ティーチングです。ティーチングは、経験豊富な上司などの指導者(ティーチャー)などが、持つ知識や答えを相手に伝えたり教えたりする指導方法です。
最近はコーチングがブームとなっていますが、2つの手法に優劣があるわけではありません。ティーチングは、知識やスキルをインプットするのに向いている一方で、受ける側が“受動的”になりやすい側面があります。
一方でコーチングの場合、さまざまな質問を通じて、自らが“自発的”に意思や選択肢などの答えを考え導きだし、自ら決めることで、主体性が引き出されて、決めたことの実行率が高まるといったメリットがあります。しかし、職場におけるコーチングは相手が一定レベルの知見を持っていないと効果性が薄れることも多いでしょう。
コーチングを行なうメリット
人材育成やマネジメントでコーチングを行なうと、メンバーや組織に以下の効果・メリットが生まれます。
自立した行動を促進する
知識社会において、課題解決や目標達成などをしていくうえでは、メンバー一人ひとりが自立してすることが大切になります。また、近年では、組織構成における、自律型組織なども注目されるようになりました。
コーチングでは、さまざまな質問を通じて、各メンバーに自分の意思や意見、選択肢などを考えさせる特徴があります。
コーチングの質問を通じて自分のなかにある考えなどと向き合う習慣ができると、セルフコーチングも可能になり、結果として上司やリーダーから指示されなくても、自立した行動ができるようになるでしょう。
モチベーションを維持する
人には、誰しも生まれながらにして、「自分のことを自分で決めたい」という本能があります。
そのため、コーチングを通じて相手に考えて行動を意思決定させることで、「自分で決めた」というポジティブな想いから、行動の実践率も高まっていきます。
可能性を発見する
従来の組織では、業界で長く働いている上司やリーダーのほうが、課題解決に使える選択肢や、各メンバーにどういう方法が合っているかなどを熟知していることが多い傾向がありました。
ただし、そんな上司やリーダーの選択肢は、“過去の成功体験・失敗体験”に縛られてしまう側面があります。また、上司やリーダーの価値観によっても、思考は制限されてしまう可能性があるでしょう。
コーチングを通じてメンバーの多様な価値観、知恵、先入観がない意見などを引き出すことで、組織全体で新たな可能性を発見することができるかもしれません。また、いままで知らなかったメンバーの成長や強み、活躍可能性に気付けることもあるでしょう。
コーチングの基本とポイント
コーチングを意味あるものとするためには、以下3つのポイントを押さえて関係構築や対話などを行なう必要があります。
信頼関係を築く
質問に対して率直な気持ちや考えを答えてもらうには、「本音をいっても大丈夫」と感じてもらえる安全・安心な場や関係性が必要です。マネジメントや人材育成にコーチングを取り入れるなら、まずは、以下のような姿勢や取り組みを通じて、メンバーとの信頼関係を築くことが大切です。
- メンバーに誠実な関心を持つ
- メンバーを肯定・尊重する
- メンバーとの共通点を積み重ねる
- メンバーの話に深く耳を傾ける(積極的傾聴)
- 心理的安全性の高いチームをつくる
コーチングを成功させるための関係構築の技術として、下記のラポール形成や傾聴などがあります。ただ上司-部下などでコーチングを実施する場合、日常の関係性が場の安心感を決めます。日頃の信頼関係がないので、コーチングの場でテクニックだけを使ってもうまくいきません。上述のような日頃の関係構築が最も大切です。
適切に質問する
相手の思考を刺激したり、相手のなかにある意見や気持ちなどを引き出したりするには、以下のような種類のなかから、本人の状況や課題、各シーンに合った適切な質問を選ぶ必要があります。
- 現状に対する質問
- 望ましい状態に関する質問
- 価値基準に関する質問
- 課題や障害に対する質問
- 行動を明確にする質問 など
適切な質問をするうえでは、“5W1H”や“GROW”などのフレームワークを使うのも一つです。
たとえば、5W1Hの質問は相手の思考を具体化したり深掘りしたりすることに役立ちます。
- When(いつ)
- Where(どこで)
- Who(誰が/誰と)
- What(何を)
- Why(なぜ)
- How(どのように)
また、GROWは、目標達成を支援するコーチングの基本的なフレームワークで、以下の頭文字をとったものになります。
- Goal(目標) ……達成したいゴールを明確にする、意味付けする
- Reality(現状) ……現状を認識する、ギャップや課題、機会を見つける
- Resource(資源) ……使えるリソースを洗い出す、発見する
- Option(選択肢) ……ギャップを埋める選択肢を考える
- Will(意思) ……実行の意思を固める
上記カテゴリを順番に質問していくことで、達成したいゴールと現状のギャップを明確化したうえで、ギャップを埋める方法を考えて、実行意思を確認します。
GROWモデルを使ったコーチングの方法は、以下の記事でも詳しく紹介しています。
話を聴く
本人のなかにある答えは、すぐに引き出されるわけではありません。そのため、コーチングを通じて本音や意思、選択などを引き出すには、粘り強く質問を行ない、本人の内面や思考を一緒に掘り下げていく必要があります。
そこで大切になるのは、しっかり話を聴き、相手の答えに応じた質問を選択しながら、丁寧に対話をリードする姿勢です。話を聴くうえで必要となる“傾聴力”は、次の章で詳しく紹介します。
コーチングに必要なスキルとは
コーチングを通じて職場における人材育成やマネジメントを成功させるには、コーチとなる上司やリーダーに以下のようなスキルが必要となってきます。
ラポール構築
ラポールとは、「信頼関係」や「心が通い合う関係」を意味する心理学用語です。繰り返しますが、コーチングは、メンバーとの信頼関係があってこそ成功するものになります。
そのため、メンバーのコーチングを担当するなら、まず、信頼関係の構築に力を入れる必要があるでしょう。ただし、先述のとおり、組織の上司-部下などで行なう場合、日常における関係構築が何より大切になります。
傾聴力
ラポール構築に欠かせないのが、相手の話に耳を傾ける傾聴力です。
傾聴とは、相手の話に集中して聴いたうえで、話を表面的に理解するだけでなく、相手の感情や見えている世界まで考えて聴くことです。つまり、傾聴力とは、相手の感情や見えている世界を想像しながら聴く力だといえるでしょう。
たとえば、メンバーAが、なかなか解決できないトラブルを抱えていたと仮定します。
上司が自分の世界観でメンバーAの状況を見た場合、「トラブルが長期化すれば、自分の監督責任が指摘されるのではないか?」といった不安を抱き、メンバーAに対して違和感や苛立ちを覚えることもあるでしょう。
また、勝手に「どうせ課題は目の前のものだろう」「目にしたことをアドバイスしてやろう」と考えてしまうかも知れません。
一方で、まずメンバーAは、連日の残業で疲弊し、適切なリソースも見つからず困っている状態かも知れません。
傾聴では、まずは “疲弊・困っている”というAの感情と世界に目を向け、以下のように話を進めていきます。そうすることで、メンバーAに「自分のことをわかってくれている!」という安心感が生まれ、質問に対して心が開かれる好循環が生まれていくでしょう。
- 上司:トラブルの現状はどうなっているの?
- メンバーA:外注さんにもお願いして復旧作業をしているのですが、まだ解決できずです。もう3日目になるので、みんな疲弊しています。
- 上司:そうか、トラブルは大変だったね。早期の解決には、まず何が必要かな?
- メンバーA:プログラムと一緒に設計書も見直す必要があるので、設計書に詳しい人がいると助かるんですが。
- 上司:わかった。では、○○チームから3人メンバーをそっちに入れるようにするよ……。
上の会話のように、相手の感情と世界に目を向け、想像する姿勢がなければ、相手の心を開くことはできませんし、適切な質問を選ぶこともできないでしょう。
傾聴力を鍛える方法は、以下の記事で詳しく紹介していますので、ご覧ください。
質問力
質問とは、相手の状況・意図などを正確に把握し、適切な質問を使い分けられるスキルのことです。ビジネスシーンで使われる質問には、以下のような種類がります。
- クローズドクエスチョン(はい・いいえで答えられる質問)
- オープンドクエスチョン(はい・いいえで答えられず、回答範囲が広い質問)
- 過去質問(過去に起こったことに対しての質問)
- 未来質問(未来に焦点をあてた質問)
- 否定質問(否定的な言葉を使った質問、原因要因を引き出すのに役立つ)
- 肯定質問(肯定的な言葉を使った質問)
- 呼び水質問(事例や選択肢、仮定などを置く質問)
*7種類は、漏れなくダブりなく、いわゆる“MECE”に分類したものではなく、一部重複するものもあります。
質問力を高めるには、以下5つのポイントを大切にする必要があります。
- 論理的思考を磨く
- 何事にも疑問を持つ
- 相手の感情に寄り添う
- 相手の意見や考えを否定しない
- 場数を踏む
質問力を高めるポイントを詳しく知りたい人は、以下のページから資料をダウンロードしてみてください。
コーチングとティーチングの使い分け
コーチングとティーチングは、「どちらが良い・悪い」というものではありません。
最近では、コーチングが注目されることが増えているため「コーチングが優れており、ティーチングが劣っている」ととらえてしまっている人もいます。ですが、実際は、そんなことはありません。
人材育成やマネジメントをする際には、それぞれの特徴を把握したうえで、シーンや本人の状況に合わせてうまく選択・組み合わせていくことが大切です。本章では、コーチングとティーチングの使い分けポイントを解説します。
コーチングの限界と欠点
コーチングは、相手から答えを引き出す手法です。そのため、たとえば、いまの仕事に取り組むうえでの知識・ノウハウがまるでない新人にコーチングをしても、あまり意味はありません。
意欲や意思を引き出すためのコーチングなどであれば、知識は関係ありません。しかし、仕事における方法論や解決策を引き出す場合には、上述のとおり、相手に一定の知識が必要になります。
ティーチングとコーチングの使い分け
ティーチングは、相手が知らない知識やノウハウを教えるうえでは、不可欠なものです。したがって、部署に配属されたばかりの新人に、基本的な仕事のやり方を教えるのであれば、適切なのはコーチングではなく、ティーチングです。新人が成長していくと、コーチングが適した状況も出てくるでしょう。
また、たとえば、入社して一定の経験がある人に対しても、常にコーチングが有効というわけではありません。コーチングとティーチングの有効性や最適な選択は、同じ相手でも目的によって変わってきます。
- ・新しく任せる業務のやり方を教える ⇒ティーチングが有効
- ・いまの業務をやることを意味づけしてもらう ⇒コーチングが有効
トラブル対応においても……
- ・一刻も早く対応が必要 ⇒トップダウンで指示・命令することが必要
- ・緊急対応ではないので、今後に向けて自分で考えられるようになってほしい ⇒コーチングが有効
コーチングとティーチングは、上記のように相手の力量や知識、また状況や目的に応じて、使い分けたり、部分的に組み合わせたりすることが大切です。
まとめ
コーチングとは、「答えは相手のなかにある」という原則に基づき、質問・傾聴などの対話を通じて、相手の答えや考えを引き出す指導やコミュニケーション手法です。コーチングには、相手の主体性を引き出したり、モチベーションを高めたりする効果があります。
コーチングの基本は、以下の3ステップです。
最近はコーチングがブームとなっていますが、コーチングとティーチングに優劣があるわけではありません。
コーチングは相手から答えを引き出すアプローチです。したがって、万能なわけではなく、たとえば、知識やノウハウのない新人に指導するならティーチングのほうが向いているでしょう。一方で、同じ新人でも仕事への意欲を引き出したいならコーチングが向いているかもしれません。上記のように、対象者、目的、状況に応じて、使い分けることが大切です。
HRドクターを運営する研修会社ジェイックは、コミュニケーション技術や価値共創型のマネジメントなど、管理職のコーチング的なアプローチ強化に強みがあります。興味があれば、ぜひ研修カタログをご覧ください。
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株式会社ジェイック執行役員
古庄 拓
WEB業界・経営コンサルティング業界の採用支援からキャリアを開始。その後、マーケティング、自社採用、経営企画、社員研修の商品企画、採用後のオンボーディング支援、大学キャリアセンターとの連携、リーダー研修事業、新卒採用事業など、複数のサービスや事業の立上げを担当し、現在に至る。専門は新卒および中途採用、マーケティング、学習理論
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