The Coach’s Nasty Nine

“Don doesn’t care if they like him. That is not his job. His concern is that players be their best.”

—Ken Blanchard on Don Shula

All coaching opportunities are not created equal. Some are a breeze to deal with—a delight, even. Especially those that focus on growth and positive performance. Others make you wish you’d gone into an easier line of work—something like minefield clearing or wild animal taming.

There are three kinds of coaching challenges service managers call their toughest coaching tasks. The first are simple performance adjustments: slumping sales, really long phone calls, mix-ups about rules and regulations. ...

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