By Florence M. Stone
This solutions-oriented consultant describes the talents, wisdom and attitudes managers and staff leaders have to turn into potent coaches, counsellors and mentors.
Read or Download Coaching, Counseling & Mentoring: How to Choose & Use the Right Technique to Boost Employee Performance PDF
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Additional resources for Coaching, Counseling & Mentoring: How to Choose & Use the Right Technique to Boost Employee Performance
There is no such thing as too little time to provide praise for a job well done or to provide corrective feedback, including suggestions for improvement that tell the employee that the manager believes that he or she is capable of doing the work right. In short, a good coach doesn't allow today's lean organizations to provide an excuse for not positively reinforcing good work or not providing corrective feedback in a positive manner. The Duties of a Coach The term coach is associated with on-the-job training, but the role of coach involves more than training, albeit that is a part of the responsibility.
Situation 4. Darrell disagreed with a decision made at a team meeting and stomped out. It wasn't the first time he had acted childishly when an idea he had proposed failed to get the agreement of the team. The members have asked you to take him off the team; they believe his temper tantrums are creating an uncreative environment. On the other hand, you know that Darrell, at his Page 6 best, is one of the most creative members of the team. What would you do? Situation 5. Nick is one of your best employees, but he's been moping since you announced that a pet project of his would have to be discontinued.
Andrea, a customer service rep, lost her temper with customers on several occasions and consequently was placed in counseling. She continues to have problems with customers on the phone, but today you observed her helping an older customer with a billing problem when she took over the front customer desk. Page 7 Her behavior was quite unusual for her: She was patient and considerate with the customer. This incident stands out because it shows that she could develop the right behavior. On the other hand, this one incident seems insignificant when weighed against the three or four phone calls in which you heard her snap at callers.