O'Reilly logo

Coaching for Commitment: Achieving Superior Performance from Individuals and Teams, Third Edition by Dennis Kinlaw, Amy Zehnder, Cindy Coe

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

2.1. Role Distinctions—What and How

Conversations occur for any variety of reasons. Most conversations include what and how. One person communicates to the other person the what.

What is defined as the results, outcomes, goals, or objectives expected of the other person. For example, a customer service group may have a target of returning 98 percent of customer voicemails within twenty-four hours.

How is defined as the behaviors and actions (actionable items) that a person takes to achieve the what. For example, using the same customer service group, the how for one person may be checking his voicemail between calls, making notes, and then returning all calls at the end of the day. Another customer service representative may use a different ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required