Coaching, Mentoring and Managing: A Coach Guidebook

300 Pages·1999·0.8 MB·English

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Team-Fly®
Coaching, Mentoring
and Managing
A Coach Guidebook
By Micki Holliday
The Career Press, Inc.
Franklin Lakes, NJ
Copyright © 2001 by Micki Holliday
All rights reserved under the Pan-American and International Copyright Conven-
tions. This book may not be reproduced, in whole or in part, in any form or by
any means electronic or mechanical, including photocopying, recording, or by any
information storage and retrieval system now known or hereafter invented, without
written permission from the publisher, The Career Press.
COACHING, MENTORING, AND MANAGING: REVISED ED.
Cover design by Foster & Foster Inc.
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Library of Congress Cataloging-in-Publication Data available upon request.
About Rockhurst University
Continuing Education Center, Inc.
Rockhurst University Continuing Education Center, Inc.is committed to
providing lifelong learning opportunities through the integration of innovative education
and training.
National Seminars Group, a division of Rockhurst University Continuing
Education Center, Inc., has its finger on the pulse of America’s business community.
We’ve trained more than 2 million people in every imaginable occupation to be more
productive and advance their careers. Along the way, we’ve learned a few things — what
it takes to be successful … how to build the skills to make it happen … and how to
translate learning into results. Millions of people from thousands of companies around
the world turn to National Seminars for training solutions.
National Press Publicationsis our product and publishing division. We offer a
complete line of the finest self-study and continuous-learning resources available
anywhere. These products present our industry-acclaimed curriculum and training
expertise in a concise, action-oriented format you can put to work right away. Packed
with real-world strategies and hands-on techniques, these resources are guaranteed to
help you meet the career and personal challenges you face every day.
Legend Symbol Guide
Exercises that reinforce your learning experience
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Questions that will help you apply the critical points to your situation
(cid:2)(cid:2)
Checklists that will help you identify important issues for
future application
Key issues to learn and understand for future application
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E Real-world case studies that will help you apply the information
you’ve learned
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Table of Contents
Introduction................................................................................................................ix
Reinventing Success .............................................................................................ix
The StaffCoaching Model™ ..................................................................................x
Investing in the Real Resources ............................................................................xi
It All Comes Down to Winning ...........................................................................xii
1 Getting Results Is All About You.........................................................................1
Understand Your Role as Coach ............................................................................1
Cultivate the 10 Values of a Successful StaffCoach™ ..........................................2
Case Study ...........................................................................................................18
Case Study Analysis ............................................................................................19
Case Analysis .......................................................................................................21
What You Value Impacts Your Team ...................................................................22
Exercise: Tracing Your Personal Values History .................................................24
Exercise Analysis .................................................................................................26
Five Insights of High-Performance Coaches .......................................................27
Case Study ...........................................................................................................34
Analysis ...............................................................................................................34
Summary ..............................................................................................................35
Chapter Quiz ........................................................................................................36
2 The Five-Step StaffCoaching™Model.............................................................37
Coaching Is a Performance Process .....................................................................37
Steps in the StaffCoach Model to Maximize Potential ........................................40
Know Your Employees’ Character and Capabilities: Four Effective Techniques....41
Review Insights: Combine and Consider .............................................................51
Your StaffCoaching™Style ................................................................................52
Analysis of Your Preferences and Tendencies .....................................................54
Six Pitfalls to Your StaffCoaching™Success .....................................................55
Case Study ...........................................................................................................60
Case Analysis .......................................................................................................61
Ten Tools to Ensure Team Results .......................................................................62
Case Study ...........................................................................................................72
Case Study Analysis ............................................................................................74
Summary ..............................................................................................................76
Chapter Quiz ........................................................................................................77
3 The Coaching Role: Inspiring and Motivating................................................79
The Coaching Role ..............................................................................................80
Some Cautions for the Coach .............................................................................111
Steps for Effective Coaching Interactions .........................................................112
Common Activities for the Coach .....................................................................113
What to Expect When You’re Doing It Right ....................................................114
Case Study .........................................................................................................118
Case Analysis .....................................................................................................121
Summary ............................................................................................................123
Chapter Quiz ......................................................................................................124
4 The Mentoring Role: Instruction by Example...............................................125
A Process With Productive Purpose ..................................................................127
Ten Tips for Mentors ..........................................................................................132
The Six Ways People Think ...............................................................................134
Style Analysis Questions ...................................................................................141
The Three Key Phases of Successful Mentoring ...............................................142
Exercise ..............................................................................................................147
The Outcome of Effective Mentoring ................................................................152
The Treasure of Mentoring ................................................................................156
Summary ............................................................................................................157
Chapter Quiz ......................................................................................................158
5 The Counselor Role: Confrontation and Correction.....................................161
Opportunities to Counsel ...................................................................................163
Four Keys to Effective Counseling ....................................................................165
Guidelines for Counseling .................................................................................168
The Philosophy of Confrontation: A Positive Approach to Negative Events ...169
The Five-Step Confrontation Process ................................................................172
Eight Ways to Eliminate Unsatisfactory Behavior ............................................176
Counseling Evaluation Exercise ........................................................................182
Ten Essentials for Face-to-Face Counseling ......................................................183
Case Study .........................................................................................................187
Case Analysis .....................................................................................................188
Five Steps to Modifying Behavior .....................................................................189
Behavior Modification Exercise ........................................................................192
Ask Questions That Get the Answers You Need ...............................................193
Exercise: Creating Open-Ended Alternatives ....................................................194
The Results of Effective Counseling .................................................................195
Exercise: Does Counseling Work for Your Team? ............................................196
Summary ............................................................................................................197
Chapter Quiz ......................................................................................................198
6 Integrating the Individual and the Team........................................................199
Group vs. Team ..................................................................................................200
Instill Team Vision .............................................................................................201
Recognize the Potential for Team Trouble ........................................................204
Case Study .........................................................................................................207
Case Analysis .....................................................................................................209
Commitment and Mutual Support .....................................................................210
A Checklist for Responding to Team Troubles ..................................................213
“Look Before You Leap” Checklist ...................................................................217
Focus the Team With Shared Priorities ..............................................................218
Exercise ..............................................................................................................223
Right Thinking About Team Purpose ................................................................224
Summary ............................................................................................................224
Chapter Quiz ......................................................................................................225
7 Managing Within the StaffCoaching™Model..............................................227
Doing or Developing .........................................................................................227
A Story About Managing ...................................................................................228
Exercise ..............................................................................................................229
Exercise Analysis ...............................................................................................231
Delegating and the StaffCoaching™Role ........................................................232
Exercise ..............................................................................................................233
Exercise Analysis ...............................................................................................236
Personality and Your Coaching Role .................................................................237
Hurdles to Performing Your Coaching Role ......................................................238
Exercise ..............................................................................................................248
Four Points for Managing Within the StaffCoach™Model ..............................250
Exercise: Applying the Four “P’s” .....................................................................252
Exercise Analysis ...............................................................................................253
Five Ways to Quiet Complaints .........................................................................253
Team Collaboration ............................................................................................256
Summary ............................................................................................................257
Chapter Quiz ......................................................................................................258
8 So What and Who Cares!.................................................................................259
The Coach Attitude ............................................................................................260
Exercise ..............................................................................................................260
Exercise Analysis................................................................................................261
Exercise Analysis................................................................................................262
Exercise Analysis................................................................................................264
Exercise Analysis................................................................................................265
Exercise Analysis................................................................................................267
Exercise Analysis................................................................................................268
Attitude and Values ............................................................................................269
The Key Ingredients ...........................................................................................270
Tools for Your Team ..........................................................................................272
The Wisdom of Coaching ..................................................................................274
Exercise .............................................................................................................275
Exercise Analysis ...............................................................................................276
Lasting Impact ...................................................................................................276
Index.........................................................................................................................279
I
NTRODUCTION
Value the person and enjoy the results.
There are two realities in business today: Get results and keep
your result-getters! This is becoming increasingly difficult as
globalization, technology and demographic changes bombard
today’s managers. Add to this the increased roles and
responsibilities placed on the manager and chaos erupts.
First, managers were hired to manage — take care of the
business. Then, managers had to be leaders — provide vision and
mission. Now, they must recruit and train, inspire and motivate,
correct and empower. What’s a poor manager to do?
The answer is to coach. As a 21st-century manager, you are
continually challenged to shift how you, as a leader, manage your
most important and only unlimited resource: your people. Henry
Kissinger once said, “Leaders take their staff from where they are
to where they’ve never been before.” That’s what the role of
coach lets you do — take a diversely proficient group of people,
expand and grow their skills, keep them satisfied and motivated,
and, most importantly in this competitive environment, retain
their talent.
Reinventing Success
Sports teaches organizations the value of a coach. Whether
coaching a team or an individual, different approaches require
different skill levels, attitudes and motivation. Business, industry,
ix