Explain Purpose & Importance

Give process instructions

Give behavioral demonstration

Ask qs to check understanding

1st Phase of Coaching

Observe learner practicing

2nd Phase of Coaching

Give immediate & specific feedback on errors

Reinforce success

Express confidence in person’s ability to be successful

Agree on follow-up actions

3rd Phase of Coaching

Build rapport

Ask qs to focus on specific problem

Ask employee causes of problem

e.g., talk about personal matters, talk about positive eventseliminate distractions, etc

1st Stage of Counseling

Listen & respond w/empathy

2nd Stage of Counseling

e.g., physical posture, eye contact, non-verbal & verbal responses, paraphrase feelings, share own experience

Ask employee solutions to problems

Discuss w/employee how solutions address problem

Get employee to agree to behavior change

Review and summarize discussion

Agree on follow-up actions

Explain how employee’s behavior affects others

3rd Stage of Counseling

Coaching Counseling

Directed by supervisor

Subordinate talks more

Behavior focused (Showing & telling how to do task)

Explanation oriented (e.g. cause of problem, solution to problem)

Present focused (e.g., employee performs actions)

Future Focused (employee agrees to change)

Rapport & empathy

•How did you respond to differences between the coaching and counseling situations?

•What key behaviors enabled the subordinate to confide in the manager (see Keys & Case article)

•How does your score on self-esteem relate to your skill in counseling?

•What additional personality/trait variables relate to counseling success?

Discussion Qs