Coaching in organizations : best coaching practices from the Ken Blanchard Companies PDF
Preview Coaching in organizations : best coaching practices from the Ken Blanchard Companies
FM JWPR093/Homan January14,2008 7:17 CharCount= Coaching in Organizations Best Coaching Practices From The Ken Blanchard Companies Madeleine Homan and Linda J. Miller JohnWiley&Sons,Inc. i FM JWPR093/Homan January14,2008 7:17 CharCount= Copyright(cid:1)C 2008byJohnWiley&Sons,Inc.Allrightsreserved. PublishedbyJohnWiley&Sons,Inc.,Hoboken,NewJersey. PublishedsimultaneouslyinCanada. 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LimitofLiability/DisclaimerofWarranty:Whilethepublisherandauthorhaveusedtheirbest effortsinpreparingthisbook,theymakenorepresentationsorwarrantieswithrespecttothe accuracyorcompletenessofthecontentsofthisbookandspecificallydisclaimanyimplied warrantiesofmerchantabilityorfitnessforaparticularpurpose.Nowarrantymaybecreated orextendedbysalesrepresentativesorwrittensalesmaterials.Theadviceandstrategies containedhereinmaynotbesuitableforyoursituation.Youshouldconsultwithaprofessional whereappropriate.Neitherthepublishernorauthorshallbeliableforanylossofprofitorany othercommercialdamages,includingbutnotlimitedtospecial,incidental,consequential,or otherdamages. Thispublicationisdesignedtoprovideaccurateandauthoritativeinformationinregardtothe subjectmattercovered.Itissoldwiththeunderstandingthatthepublisherisnotengagedin renderingprofessionalservices.Iflegal,accounting,medical,psychologicaloranyotherexpert assistanceisrequired,theservicesofacompetentprofessionalpersonshouldbesought. Designationsusedbycompaniestodistinguishtheirproductsareoftenclaimedastrademarks. InallinstanceswhereJohnWiley&Sons,Inc.isawareofaclaim,theproductnamesappearin initialcapitalorallcapitalletters.Readers,however,shouldcontacttheappropriatecompanies formorecompleteinformationregardingtrademarksandregistration. ForgeneralinformationonourotherproductsandservicespleasecontactourCustomerCare DepartmentwithintheUnitedStatesat(800)762-2974,outsidetheUnitedStatesat (317)572-3993orfax(317)572-4002. Wileyalsopublishesitsbooksinavarietyofelectronicformats.Somecontentthatappearsin printmaynotbeavailableinelectronicbooks.FormoreinformationaboutWileyproducts, visitourwebsiteatwww.wiley.com. LibraryofCongressCataloging-in-PublicationData: Homan,Madeleine. Coachinginorganizations:bestcoachingpracticesfromtheKenBlanchard Companies/byMadeleineHomanandLindaJ.Miller. p.cm. Includesbibliographicalreferences(p. )andindex. ISBN978-0-470-12517-5(cloth) 1.Executivecoaching. 2.Organizationallearning. I.Miller,LindaJ.,1949- II.Title. HD30.4.H66 2008 658.3(cid:2)124–dc22 2007034472 PrintedintheUnitedStatesofAmerica. 10 9 8 7 6 5 4 3 2 1 ii FM JWPR093/Homan January14,2008 7:17 CharCount= Contents Foreword:KenBlanchard vii Acknowledgments ix Introduction xi PARTI TheBasicsofOrganizationalCoaching Chapter1 TheHistoryandContextofCoaching 3 Chapter2 CreatingaCoachingClimateinYour Organization 15 Chapter3 ManagingtheCoachingExperience 59 Chapter4 MeasuringtheSuccessofCoachingin YourCompany 71 PARTII CoachingSkillsandTechniques Chapter5 TheCoachingProcessandBasic CoachingSkills 87 Chapter6 CoachingtoSupportLearning 113 Chapter7 CoachingforPerformance 125 Chapter8 CoachingforLeadershipDevelopment 135 Chapter9 TeamandGroupCoaching 165 Chapter10 DevelopingMasterCoachingSkills 181 v FM JWPR093/Homan January14,2008 7:17 CharCount= vi CONTENTS AppendixI SampleCoachingParticipantManual 211 AppendixII SampleCoachingImpactReport 219 Bibliography 227 Index 231 FM JWPR093/Homan January14,2008 7:17 CharCount= Foreword EVERSINCEIWROTEEveryone’saCoachwithHallofFamefootball coach Don Shula, I’ve been impressed by the difference a good coachcanmakeforasportsteam.Yetitwasn’tuntilourson,Scott Blanchard,gotexcitedaboutcoachinganditsimpactonourfield thatIstartedtorealizehoweffectiveorganizationalcoachingcan be in helping everyone close the gap between what they know andwhattheyactuallydo. When Scott and Madeleine started Coaching.com with the vi- sion of making it easy for organizations to offer coaching, I was a big staunch supporter. To increase my understanding of the coaching field, they insisted that I have my own coach. Real- izing that I could be a slippery character, they asked Shirley Anderson—one of the premier coaches in our field—to take me on.NotonlyhasworkingwithShirleybeenajoy,italsohasled to a breakthrough in closing the learning/doing gap, a problem thathasfrustratedmeforalongtime.Allowmetoexplain. Over the years I found that everybody was excited about The KenBlanchardCompanies’leadershiptraining,buttoofewwere putting their new knowledge into practice in a way that really made a difference in their lives and the lives of those they touched.Whenwebegantoincorporatecoachingintoourtrain- ing, the feedback and results were remarkable. People were ac- tually using what they’d learned. For companies that agree to give follow-up coaching to their people after training, the bene- fits far outweigh the cost. That is why Coaching in Organizations isawelcomeandtimelyadditiontobusinessliterature. Coaching has arrived as a human development tool, and is here to stay. Because Madeleine and Linda love to see people vii FM JWPR093/Homan January14,2008 7:17 CharCount= viii FOREWORD reachtheirpotential,theyareonamissiontosharethispowerful tool more widely. They have been working as coaches in orga- nizations for over a decade, improving the lives of more than 3,000 people in more than 100 companies, from privately held firms to Fortune 100s. In addition, they have partnered with and managed more than 200 coaches, delivering coaching ser- vicesthroughtheirowncompaniesaswellasTheKenBlanchard Companies.Bysharingtheirexperiences—withanemphasison best practices, learning from mistakes, and an honest reporting of what works and doesn’t work—they have made a significant contributiontothisimportantnewfield. Thisbookisthehow-tocoachingmanualwe’veallbeenwait- ingfor.Thanks,MadeleineandLinda.Wereallyneedcoachingin organizations.Myhopeisthateveryonewhoreadsthisbookwill learn valuable information that positively impacts their careers andthesuccessoftheirorganizations. —KENBLANCHARD Co-authorofTheOne-MinuteManager andLeadingataHigherLevel FM JWPR093/Homan January14,2008 7:17 CharCount= Acknowledgments THIS BOOK IS THE CULMINATION of years of trial and error with peoplewhohavebeenourpartners,ourcolleagues,and,insome cases,ourguineapigs. Thanks first to all the staff at The Ken Blanchard Companies: the leaders who invited us to be part of their coaching service offering, our sales professionals who trust us with their clients, andtheprojectmanagerswhotooktheleapoffaith,eventhough theyweren’tsureaboutthis“coachingthing.”Specialthanksto ScottBlanchard,ourboss,whohadthevisionfordemocratizing coaching in organizations, for being a model of persistence and tenacity,andformakingiteasyforustogetthingsdone. We are only two members of a team that lives and breathes coaching. We learn together. We hold each other to a high stan- dard. We cut each other slack when it’s needed. And, we laugh a lot. Joni Wickline, who joined us at the inception of the orga- nization, has been a tireless defender of best coaching practices. Someday her picture will be next to the word “efficient” in the dictionary. Patricia Overland, one of the first coaches to join us, has shown herself to be a true coaching leader. She keeps her head and her sense of humor in a crisis. Mary Ellen Sailer is as customer-focused as is humanly possible, and challenges us withheruniquecombinationofheartandbrains.AdamMorris, our rock, is insightful and hilarious. Everything we’ve learned, we’velearnedasateam.Beingpartofthisteamhasbeenoneof themostfulfillingexperiencesofourlives. We are nothing without our coaches; they are the ones who deliver the goods, day after day. Thanks to each one for being worthy of the trust our clients place in us, for sharing what you ix FM JWPR093/Homan January14,2008 7:17 CharCount= x ACKNOWLEDGMENTS learn,foryourfeedbackandinput.Wesetouttobuildanarmyof angels who champion and advocate for the best in each person, andyoumakeusproud. A very special thanks to our clients, who are extraordinary. We learn so much from every person we work with, and we appreciate each one. They are creative, analytical thinkers, phe- nomenally energetic, and a credit to their organizations. Each one has a service heart and makes every effort to do the best thing for his or her organization. We have laughed, cried, and partnered to get it right. Many of our clients have become our friends. We love to work. Our families are kind to allow us to do just that. They know we can’t help it. They gracefully tolerate our need to collaborate at odd times of the day and night, to design the finest content and offerings that we can, to make our clients happy, to write books. We are grateful to our husbands and our childrenforbeingourjugglingpartnersinmakingitallflow. Finally, enormous thanks and gratitude to Jenn Beverage for her beautiful work on the graphics and Margaret Dempsey (“Grit,”tous)forhertruegeniusofcorrallingourchaos.Grithas walkedwithuseachstepoftheway,pushingus,challengingus todigdeeper,helpinguspulltogethertwodiversethinkingand writing styles. Her brilliance and energy have been a fabulous gifttous. FM JWPR093/Homan January14,2008 7:17 CharCount= Introduction ORGANIZATIONS,bothfor-profitandnot-for-profit,haverealized thatmanychallengescanbemetwithcoaching.Thisbookiswrit- ten to support organizational service professionals with simple and easy tools to plan, implement, and manage coaching inter- ventions. Thefirstfewchaptersaredevotedtoabroadoverviewofcoach- ing in organizations—literally the basics. We will share a very brief consideration of where coaching came from and the en- vironmental phenomena that provoked its (seemingly) sudden popularity. Then we will examine the key elements to keep in mindwhenconsideringtheattempttocreateacoachingculture in an organization. Business and HR leaders are asking, “Why can’t our managers just be coaches? Why can’t we shift our cul- ture to be one of personal accountability, drive for performance andcontinuouslearning?”Thisisaworthygoal,especiallywhen more and more employees are seeking meaning and the oppor- tunity for personal growth at work; and a coaching culture is key for individual growth. Yet, when organizations try to instill acoachingculturewithintheircompanies,theyoftenencounter full-scale culture change with all of the attendant obstacles and glitches.Wehaveseenagreatdealofhardworkunderminedby lack of proper planning, inadequate support, or weak adminis- tration.Mosthavenoideawhattheyhavesignedupforandare notpreparedforthelonghaul. Oncewehaveaddressedthebigpicture,wewillnarrowourfo- custoananalysisoftheactualcoachingexperiencethattheindi- viduals who receive coaching can have. Managing the coaching xi FM JWPR093/Homan January14,2008 7:17 CharCount= xii INTRODUCTION experience from concept through execution to conclusion and debriefisateameffortandwillbecriticaltothesuccessofthein- dividualandthecoachingengagementasawhole.Itisamazing toushowmanyorganizationsinvestinghundredsofthousands ofdollarsincoachingarewillingtoleavetochancethecoaching experiencetheirvaluableemployeesreceive.Thissectionwillof- fersomemechanicsonhowtostructure,implement,andmanage thecoachingexperience. Finally,PartOnewillconcludewithanoverviewofthevarious waysofmeasuringROIforanycoachingimplementation.There isagreatdealofhopeinorganizations:hopethatthereisasilver bullet, a great new idea, a definitive answer to the question, “How can we prove that coaching and the development of our people on deep personal levels is a good use of our precious investmentdollars?”Whatwe’velearnedisthattheresultisonly asgoodastheclarityandspecificitywithwhichtheinitialgoals wereset.Tomeasuretheresultsofcoachingmeansstartingwith the end in mind and being satisfied with observable behavioral differences as experienced by the employees who surround the personbeingcoached.Forthedatahungry,therearesomeother methodsaswell. In Part Two of this book, we offer a more detailed handbook for the active practitioner of coaching. We will share a coach- ing process that works every time, along with basic skills that a novice can develop easily in the course of the work day. This will be helpful for the beginner, as well as for a group of sea- sonedcoacheswithdifferentbackgroundandtrainingseekinga commonlanguage. Coaching is a broad tool—a means to various ends. We have devotedfourseparatechapterstoanin-depthinvestigationinto different kinds of coaching: their methodologies, tools, and po- tentialresults.Thevariouswaysthatpeopleinorganizationsare using coaching are divided into categories for the sake of dis- cussion,thoughthisisbynomeansanexhaustivelist.Theseare simply the areas in which we see coaching being deployed to
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