Coaching for High Performance

Table of contents

1. Cover Page
2. Title Page
3. Copyright Page
4. Contents
5. About This Course
6. How to Take This Course
7. Pre-Test
8. 1 The Importance of Coaching
   1. What Is Coaching?
   2. Why Coaching Is More Important than Ever
      1. Keeping Customers Happy
      2. Producing High Quality Products and Services
      3. Managing Continuous Change
      4. Retaining Top Talent
      5. Working in Collaborative Networked Organizations
      6. Building Personal Capability to Match Performance Demands
      7. Reinforcing Business Practices
      8. Empowering Breakthrough Results
   3. Attributes of a Good Coach
      1. Discern What the Coachee Needs
      2. Demonstrate a Results Orientation
      3. Work as a Thinking Partner
      4. Encourage the Coachee
      5. Provide Sound Advice
      6. Demonstrate Respect for the Coachee
      7. Desire and Willingness to Be a Coach
   4. Getting Ready to Coach
   5. Recap
   6. Review Questions
9. 2 Getting in Shape to Coach
   1. Clarify Your Coaching Mission
   2. Understand Your Coaching Role
      1. Coaching to Develop Others
      2. Coaching to Maximize Performance
      3. Coaching for Learning
      4. Coaching for Change
   3. Build Strong Rapport with Coachees
   4. Invest in Coaching Relationships
   5. Understand Your Coaching Style and Approach
   6. Recap
   7. Review Questions
10. 3 The Coaching Process, Steps One to Four
    1. Step One: Communicate Your Expectations
    2. Step Two: Assess Coachees’ Competence and Motivation Level
       1. Low Competence and Motivated
       2. Low Competence and Not Motivated
       3. Competent and Motivated
       4. Competent and Not Motivated
       5. Highly Skilled and Highly Motivated
       6. Highly Competent and Not Motivated
       7. Coaching Each Skill/Motivation Level
    3. Step Three: Define the Purpose of Coaching
    4. Step Four: Agree on a Coaching Contract
    5. Recap
    6. Review Questions
11. 4 The Coaching Process, Steps Five to Seven
    1. Develop Effective Listening Skills
       1. Staying Focused
       2. Understanding the Message
       3. Respecting the Coachee
       4. The Listening Process
       5. Example: Effective Listening
       6. Answer to Exercise 4–1: Improving Kristen’s Listening Skills
       7. Your Listening Skills
    2. Formulate Strong Questioning Techniques
       1. Qualities of Effective Questions
       2. Answer to Exercise 4–3: What’s Wrong with This Question?
       3. Major Types of Questions
    3. Step Five: Conduct Coaching Conversations
       1. The Appraisal Conversation
       2. The Encouragement Conversation
       3. The Teaching Conversation
       4. The Probing Conversation
       5. The Correcting Conversation
       6. The Commitment Conversation
       7. Answer to Exercise 4–4: Your Coaching Conversation
       8. Planning Your Coaching Conversation
    4. Step Six: Create the Coaching Plan
    5. Step Seven: Monitor and Learn
       1. Example of Monitoring and Learning
       2. Answer to Exercise 4–6: Monitoring Coaching Effectiveness
    6. Recap
    7. Review Questions
12. 5 Delivering Coaching Feedback
    1. Getting Ready to Give Feedback
    2. Giving Effective Feedback
       1. Most Common Complaints About Feedback
       2. Characteristics of Effective Feedback
       3. The Do’s and Don’ts of Coaching Feedback
       4. Example of Delivering an Effective Feedback Message
       5. Preparing to Conduct Your Feedback Meeting
    3. Delivering Difficult Feedback
    4. Just-in-Time Feedback
    5. Peer Feedback
    6. Asking for Feedback
    7. Recap
    8. Review Questions
13. 6 Coaching for Motivation and Retention
    1. What is Motivation?
    2. What Motivates Employees
       1. Example of What Motivates Employees
       2. Understanding Akim’s Motivators
       3. Coaching and Motivating
    3. Baseline Expectations of All Employees
    4. Understanding the Demographics of Your Workforce
    5. Coaching the Multigenerational Workforce
       1. Description of Each Group
       2. Coaching Each Generation of Workers
    6. The Employment Life Cycle
       1. Coaching Throughout the Life Cycle
       2. Recruitment and Selection
       3. Orientation and Acclimation
       4. Performance Management
       5. Rewards and Recognition
    7. Recap
    8. Review Questions
14. 7 Coaching Teams for High Performance
    1. The Role of the Team Coach
    2. Coaching Long Distance
    3. Coaching for Continuous Improvement
       1. Step 1: Initiate Discussion
       2. Step 2: Pursue Improvement Goals
       3. Step 3: Pursue More Significant Improvements
       4. Step 1: Make Continuous Improvement a Way of Life
    4. Dealing with Failure
       1. Example: The Failed Membership Drive
       2. Answer to Exercise 7–4: Ed’s Plan for Dealing with Failure
    5. Peer Coaching
    6. Recap
    7. Review Questions
15. 8 Handling Difficult Coaching Situations
    1. Identifying Coaching Pitfalls
       1. Sample Coaching Situat
       2. Sample Responses
    2. Building Trust in Difficult Situations
    3. Difficult Coaching Situations
       1. Coachee Is Not Committed
       2. Unrealistic Expectations
       3. Passive Approach
       4. Failure to Take Risks
       5. Fear of Failure
       6. Dependency on the Coach
       7. Blaming Others
    4. Strategies for Dealing with Common Coaching Problems
    5. Coaching Teams Through Conflict
       1. Conflict on Karen’s Team
       2. Answer to Exercise 8–1: Resolving Conflict on Karen’s Team
    6. Recap
    7. Review Questions
16. Bibliography
17. Recommended Resources
18. Post-Test
19. Index