Sets the stage for the course by connecting Wilcon’s customer-first strategy to the power of employee engagement and outlining how managers become the critical link.

Explores Gallup research and other evidence on what drives engagement, why it matters for retail performance, and the risks of disengagement.

Examines how day-to-day managerial behaviors either boost or drain engagement, contrasting traditional supervision with modern coaching principles.

Introduces the core coaching cycle—goal setting, exploration, action, and review—giving leaders a repeatable framework for every employee touchpoint.

Builds skill in attentive listening and open-ended questioning so managers uncover strengths, barriers, and motivations within their teams.

Teaches techniques for delivering feedback that reinforces strengths, addresses gaps, and aligns behaviors with Wilcon’s service standards.

Shows managers how to embed frequent check-ins, recognition rituals, and peer feedback loops that normalize two-way communication.

Covers practical tools for capturing engagement data, interpreting scores, and tying results to sales, service quality, and retention metrics.

Guides leaders in turning survey insights into actionable team plans, assigning ownership, and monitoring progress over time.

Recaps key insights, reinforces Wilcon’s core values, and prompts managers to declare one coaching behavior they will apply immediately.