Skill/Will Matrix
Skill/Will Matrix: Max Landsberg, The Tao of Coaching (2003); C.O.A.C.H. (Create, Observe, Assume, Connect, Highlight): Camden Coalition of Healthcare Providers, developed with CHOP PolicyLab for care-coordination coaching.
Diagnostic framework for targeted coaching interventions
A Skill/Will matrix for classifying one behavior at a time, not a person. Credit: Max Landsberg, The Tao of Coaching (2003). Use the related Coaching to KPI Integration Template to keep behavior call scores and business KPIs separate.
Purpose
Method rule: classify Skill and Will per behavior, not per person. Rate Skill and Will separately from 1 to 5 for the one behavior using observed evidence (call review, role-play, pipeline data). Scores 1 to 2 are low, scores 4 to 5 are high, and a 3 means get one more observed instance before classifying. C.O.A.C.H. (Create, Observe, Assume, Connect, Highlight) credit: Camden Coalition of Healthcare Providers, developed with CHOP PolicyLab for care-coordination coaching.
Training Enrichment
Core Insight
Classify Skill and Will for one observed behavior, not for the rep overall, then select the corresponding coaching approach.
Real-World Challenge
A manager observes one behavior that is contributing to a missed result and needs to classify that behavior using call review, role-play, or pipeline evidence.
Actionable Guidance
- 1Classify Skill and Will for one observable behavior, using call review, role-play, or pipeline data.
- 2Use ratings of 1 to 2 as low, ratings of 4 to 5 as high, and collect one more observed instance when a rating is 3.
- 3Select the corresponding approach for the behavior: Q1 Delegate, Q2 Guide, Q3 Direct, Q4 Excite.
- 4For a Q3 behavior, address Will first, then rebuild Skill.
- 5Choose and assess one behavior at a time.
Coaching Prompts
- ?What observed behavior are you classifying?
- ?What evidence supports the Skill and Will ratings for this behavior?
- ?If either rating is 3, what additional observed instance will you gather before classifying?
Application Drill(5 minutes)
Choose one observable behavior, gather evidence from a call review, role-play, or pipeline data, and rate Skill and Will separately from 1 to 5. Classify per behavior, not per rep.
Success Criteria:
- ✓Record the evidence for both Skill and Will ratings.
- ✓If a rating is 3, collect one more observed instance before classifying.
- ✓Identify the approach for the behavior.
Examples
- •Classifying the Skill and Will of one observed behavior
- •Selecting an approach for a behavior with low Skill and high Will
- •Selecting an approach for a behavior with high Skill and low Will
Exercises
- 1Select one observed behavior and rate Skill and Will separately from 1 to 5.
- 2If either rating is 3, gather one more observed instance before classifying.
- 3Apply the corresponding approach to the behavior, not to the rep.
- 4For a Q3 behavior, address Will first, then rebuild Skill.
Tags
Related Artifacts
Expected Outcomes
- ✓Skill and Will classified for one behavior using observed evidence
- ✓Appropriate coaching approach selected for each behavior
- ✓A rating of 3 prompts collection of one more observed instance
- ✓Q3 behavior addressed through Direct, Will first, then Skill
Content Structure
The Skill/Will Matrix Framework
Method rule: classify Skill and Will per behavior, not per person. Rate Skill and Will separately from 1 to 5 for the one behavior using observed evidence (call review, role-play, pipeline data). Scores 1 to 2 are low, scores 4 to 5 are high, and a 3 means get one more observed instance before classifying. Matrix: Q1 high Skill, high Will = Delegate; Q2 low Skill, high Will = Guide; Q3 low Skill, low Will = Direct; Q4 high Skill, low Will = Excite. For Q3, address Will first, then rebuild Skill. Skill is capability; behavior is its observable expression. Choose one observable behavior at a time.
Q1: High Skill, High Will = DELEGATE
This classification applies to the selected behavior only. DELEGATE THE OUTCOME, NOT JUST THE TASK: State the outcome and standard, agree on a check-in date, offer a stretch goal, and keep coaching light-touch. Reclassify this behavior under Method Rule A and return to ACT for one behavior if the rep's Ownership Score on the weekly 1:1 falls below 4, or if the Skill or Will rating for this behavior falls to 3 or lower. A rating of 3 requires one more observed instance under Rule A. Log an ACT Tracker row only when a coaching session occurs.
Q2: Low Skill, High Will = GUIDE
This classification applies to the selected behavior only. COACHING APPROACH: Provide instruction, then practice with feedback through role-play or observed work. Use ACT when appropriate, not as a universal script. MANAGER SCRIPT: 'I see your commitment to improving this behavior. Let's practice it together, review the evidence, and refine the next action.' Use the Verification Loop to decide whether this behavior advances, continues, escalates, or stops.
Q3: Low Skill, Low Will = DIRECT
This classification applies to the selected behavior only. First check Will and rule out system causes. Set a clear expectation and a time-boxed trial. If the rep will not commit, shrink the commitment until they agree; if they still refuse, state the Q3 Direct expectation and trial. Repeated refusal of a clear expectation follows the formal path. Involve HR and legal before any formal PIP. Rebuild Skill during the trial and use observed evidence to decide the next step. Log each step in the ACT Tracker.
Q4: High Skill, Low Will = EXCITE
This classification applies to the selected behavior only. The problem is Will, not Skill. First use system triage and the PCI dimensions as diagnostic conversation starters: Visibility-Value Gap, Emotional Labor Rate, Authenticity Discount, Documentation Drag, and Recovery Deficit. C.O.A.C.H. (Create, Observe, Assume, Connect, Highlight), credited to the Camden Coalition of Healthcare Providers and developed with CHOP PolicyLab for care-coordination coaching, is a time-boxed Q4 re-engagement opener to rebuild connection and identify what is draining Will. Chad's rule of thumb, not research: the existing 30-day Q4-to-Q1 target time-boxes re-engagement, consistent with Q3's opener first, then ACT. Once the rep re-engages, choose one behavior and move to ACT. Since Skill is already high, Analyze and Coach move quickly; Transform commits to one behavior, one practice action, and one review date.
Applying the Skill/Will Matrix
Method rules: assess one behavior at a time, not the person. Rate Skill and Will from 1 to 5 using observed evidence; 1 to 2 is low, 4 to 5 is high, and 3 requires one more observed instance before classifying. Select the applicable approach: Q1 = Delegate the outcome, not just the task; Q2 = Guide; Q3 = Direct, Will first, then rebuild Skill during a time-boxed trial before ACT; Q4 = Excite, Will first, with system triage and C.O.A.C.H. (Create, Observe, Assume, Connect, Highlight) as the time-boxed 30-day Q4-to-Q1 opener, then ACT once the rep re-engages. For Q1, reclassify this behavior under Rule A and return to ACT for one behavior if Ownership Score falls below 4 or the Skill or Will rating falls to 3 or lower. Log the ACT Tracker only when a coaching session occurs. RRR (Recruit, Retain, Revenue) is a common framework many SaaS companies use to frame business impact, not a Performance Lab invention or a measurement rubric.
Authors
Target Audience
Duration
5-minute diagnostic per behavior
Difficulty
beginner
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