Coaching y Mentoría Playbook

The PAE Coaching y Mentoría Playbook is a strategic document that consolidates principles, policies, and processes to ensure consistency, alignment, and excellence across all coaching and mentoring activities.

It outlines five core areas:

1. Purpose and Mission

The playbook defines the mission of the area: to transform individuals and organizations through structured coaching and mentoring that drive clarity, self-awareness, and measurable results.
The team focuses on delivering growth experiences that align personal development with organizational goals.

2. Policies

Core policies establish how coaching and mentoring are delivered across PAE. These guidelines set standards for:

• Confidentiality and trust
• Professional ethics and conduct
• Responsibility and integrity
• Brand alignment and presentation
• ROI-focused conversations and measurable outcomes
• Communication, follow-up, and CRM documentation
• Clear objectives for every session
• Boundaries between coaching, mentoring, and therapy
• Consistency in messaging and service offering
• Proper preparation before every session

3. Processes

Clear procedures guide how coaching and mentoring sessions are structured and managed. These include:

• Coaching framework (Goal → Reality → Options → Action → Follow-up)
• Mentoring process (relationship building → goal-setting → guidance → evaluation → closure)
• Documentation of interactions in the CRM
• Session preparation protocols
• Reporting and administrative steps such as hours, deliverables, and payments
  

4. KPIs and Performance Tracking

The playbook defines the primary KPIs used to measure coaching and mentoring effectiveness:

• Client Objective Completion Rate
• Client Satisfaction
• Net Promoter Score (NPS)
• Retention / Churn Rate

5. Roles and Responsibilities

The team consists of two primary roles—Coach Ontológico and Mentor. Each role carries responsibilities related to:

• Session delivery and preparation
• Client guidance and follow-up
• CRM documentation
• KPI tracking
• Professional conduct and brand representation