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Course Title: Coaching for High Performance
Author: Vivette Payne
Provider: American Management Association
Price: $89.95
CEU Credits: 1
Level: Fundamental
Field Of Study: N/A
Prerequisites: None
Purchase This Course

About This Course ix
How to Take This Course xi
Pre-Test xiii

1 The Importance of Coaching 1
What Is Coaching?
Why Coaching Is More Important than Ever
   Keeping Customers Happy
   Producing High Quality Products and Services
   Managing Continuous Change
   Retaining Top Talent
   Working in Collaborative Networked Organizations
   Building Personal Capability to Match Performance Demands
   Reinforcing Business Practices
   Empowering Breakthrough Results
Attributes of a Good Coach
   Discern What the Coachee Needs
   Demonstrate a Results Orientation
   Work as a Thinking Partner
   Encourage the Coachee
   Provide Sound Advice
   Demonstrate Respect for the Coachee
   Desire and Willingness to Be a Coach
Getting Ready to Coach
Review Questions

2 Getting in Shape to Coach 21
Clarify Your Coaching Mission
Understand Your Coaching Role
   Coaching to Develop Others
   Coaching to Maximize Performance
   Coaching for Learning
   Coaching for Change
Build Strong Rapport with Coachees
Invest in Coaching Relationships
Understand Your Coaching Style and Approach
Review Questions

3 The Coaching Process, Steps One to Four 41
Step One: Communicate Your Expectations
Step Two: Assess Coachees' Competence and Motivation Level
   Low Competence and Motivated
   Low Competence and Not Motivated
   Competent and Motivated
   Competent and Not Motivated
   Highly Skilled and Highly Motivated
   Highly Competent and Not Motivated
   Coaching Each Skill/Motivation Level
Step Three: Define the Purpose of Coaching
Step Four: Agree on a Coaching Contract
Review Questions

4 The Coaching Process, Steps Five to Seven 57
Develop Effective Listening Skills
   Staying Focused
   Understanding the Message
   Respecting the Coachee
   The Listening Process
   Example: Effective Listening
   Answer to Exercise 4�1: Improving Kristen's Listening Skills
   Your Listening Skills
Formulate Strong Questioning Techniques
   Qualities of Effective Questions
   Answer to Exercise 4�3: What's Wrong with This Question?
   Major Types of Questions
Step Five: Conduct Coaching Conversations
   The Appraisal Conversation
   The Encouragement Conversation
   The Teaching Conversation
   The Probing Conversation
   The Correcting Conversation
   The Commitment Conversation
   Answer to Exercise 4�4: Your Coaching Conversation
   Planning Your Coaching Conversation
Step Six: Create the Coaching Plan
Step Seven: Monitor and Learn
   Example of Monitoring and Learning
   Answer to Exercise 4�6: Monitoring Coaching Effectiveness
Review Questions

5 Delivering Coaching Feedback 79
Getting Ready to Give Feedback
Giving Effective Feedback
   Most Common Complaints About Feedback
   Characteristics of Effective Feedback
   The Do's and Don'ts of Coaching Feedback
   Example of Delivering an Effective Feedback Message
   Preparing to Conduct Your Feedback Meeting
Delivering Difficult Feedback
Just-in-Time Feedback
Peer Feedback
Asking for Feedback
Review Questions

6 Coaching for Motivation and Retention 97
What is Motivation?
What Motivates Employees
   Example of What Motivates Employees
   Understanding Akim's Motivators
   Coaching and Motivating
Baseline Expectations of All Employees
Understanding the Demographics of Your Workforce
Coaching the Multigenerational Workforce
   Description of Each Group
   Coaching Each Generation of Workers
The Employment Life Cycle
   Coaching Throughout the Life Cycle
   Recruitment and Selection
   Orientation and Acclimation
   Performance Management
   Rewards and Recognition
Review Questions

7 Coaching Teams for High Performance 115
The Role of the Team Coach
Coaching Long Distance
Coaching for Continuous Improvement
   Step 1: Initiate Discussion
   Step 2: Pursue Improvement Goals
   Step 3: Pursue More Significant Improvements
   Step 4: Make Continuous Improvement a Way of Life
Dealing with Failure
   Example: The Failed Membership Drive
   Answer to Exercise 7�4: Ed's Plan for Dealing with Failure
Peer Coaching
Review Questions

8 Handling Difficult Coaching Situations 135
Identifying Coaching Pitfalls
   Sample Coaching Situations
   Sample Responses
Building Trust in Difficult Situations
Difficult Coaching Situations
   Coachee Is Not Committed
   Unrealistic Expectations
   Passive Approach
   Failure to Take Risks
   Fear of Failure
   Dependency on the Coach
   Blaming Others
Strategies for Dealing with Common Coaching Problems
Coaching Teams Through Conflict
   Conflict on Karen's Team
   Answer to Exercise 8�1: Resolving Conflict on Karen's Team
Review Questions

Bibliography 149
Recommended Resources 150
Post-Test 151
Index 157

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