Index

Age Discrimination in Employment Act of 1967

(ADEA) 52

Agreeable reaction 83–84

Americans with Disabilities Act of 1990 (ADA) 52

Appraisal software 159–160

Approachable, coaching characteristics 27

At-will relationship 54

Average employee 105

Behaviorally Anchored Rating Scale (BARS) 60

Body language 118–119

Business writing style 42

Career development plans 123–124

Civil Rights Act of 1964 51

Civil Rights Act of 1991 53

Closed-ended questions 115–116, 117

Coaching and counseling

applying communication skills

verbal 39–41

written 41–43

coaching

characteristics 27–28

planned coaching 31–32

spontaneous coaching 28–30

counseling

characteristics 32

directive counseling 32–33

nondirective counseling 33–37

counseling responsibilities 38–39

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