About This Course..... ix
How to Take This Course .....xi
Pre-test .....online

Introduction: What Is Coaching?

Coaching Is Not Training Only
Coaching Is Not Just Mentoring Either

What You Can Expect from This Course
How Coaching Differs from Traditional Management
Responsibilities of a Coach
When Is Coaching Needed? Three Key Factors

The Significance Factor
The Time Factor
The Coachability Factor

Let's Get Practical
Defining Top Performance

Work Place Conditions That Block Top Performance
Work Place Change
Attitude
Projecting a Poor Previous Experience

Summary
Review Questions Online

The Importance of Performance Assessment
Why Document Performance?

It Shows the Person's Performance Level
It Allows for Data-Based Decisions, Not Opinions
It Provides a Baseline by Which Progress Is Measured

The Criteria for Documenting Performance

Work-Based Areas
Measurable Areas
Changeable Areas
Standards Areas

How to Document Performance

Documenting Use of Time and Meeting of Deadlines
Quantity
Quality

Document Positive Accomplishments Too! Summary
Review Questions Online

Assessing the Data
Determining What's Important
The Case of the Mixed-Up Priorities Symptoms Versus Causes
Two Approaches to Data Assessment
Developing a Performance Improvement Plan

Step 1: Identify the Performance Problem
Step 2: Describe the Desired Change
Step 3: Measure the Performance Gap
Step 4: List Expectations (for You and the Employee)
Step 5: Develop an Action Plan

Summary
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Introduction
Why You Sell and Don't Just Tell
Logistical Considerations When Planning a Selling Meeting
Six Essential Steps for a Successful Selling Meeting

Step 1: Inform the Employee of the Meeting
Step 2: Outline the Performance Area in Question
Step 3: Invite the Employee to Respond
Step 4: Get Agreement on the Problem
Step 5: Agree to the Plan
Step 6: Close on a Positive Note

Summary
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Introduction
A Word About Motivation
Showing Appreciation

The Three Principles of Appreciation
"Where Seldom Is Heard an Encouraging Word."
Dealing with Failure
Encouragement Is Also Effective with the Overwhelmed

Summary
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Effective Coaches Are Good Communicators!
Know Your Audience
Different Ways of Taking in Information
Distinguishing Between a Sensor and an Intuitor

How a Sensor Gathers Information
How an Intuitor Gathers Information

Different Ways of Making Decisions
Distinguishing Between a Thinker and a Feeler

How a Thinker Makes Decisions
How a Feeler Makes Decisions
A Note About the Intensity of Personality Characteristics

Be More Aware of Yourself as a Communicator

Your Personality Characteristics and Communication
What Your Body Language Communicates

Summary
Review Questions Online

Special Coaching Challenges
Correcting Errors

Identify and Assess the Error
Know Exactly What Did (or Didn't) Happen

Knowing When to Stop a Coaching Relationship
When a Coach Makes a Mistake

Admit
Apologize
Act

Summary
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Coaching Is an,Ongoing Role
Providing Feedback

Regular Feedback
Project Feedback
Job-Enlargement Feedback
Spontaneous Feedback
Other Reasons for Feedback

Let the Players Know How They Are Doing
Let the Players Know Where They Are Going

Organizational Goals
Operational Goals
Developmental Goals

Free the Players to Reach the Organization's Goals

Less Supervision
Restructured Jobs

Summary
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Bibliography .....119
Post-test .....online
Index .....127

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