Contents -- About This Course -- How to Take This Course -- Pre-Test -- 1 The Importance of Coaching -- What Is Coaching? -- Why Coaching Is More Important than Ever -- Keeping Customers Happy -- Producing High Quality Products and Services -- Managing Continuous Change -- Retaining Top Talent -- Working in Collaborative Networked Organizations -- Building Personal Capability to Match Performance Demands -- Reinforcing Business Practices -- Empowering Breakthrough Results -- Attributes of a Good Coach -- Discern What the Coachee Needs -- Demonstrate a Results Orientation -- Work as a Thinking Partner -- Encourage the Coachee -- Provide Sound Advice -- Demonstrate Respect for the Coachee -- Desire and Willingness to Be a Coach -- Getting Ready to Coach -- Recap -- Review Questions -- 2 Getting in Shape to Coach -- Clarify Your Coaching Mission -- Understand Your Coaching Role -- Coaching to Develop Others -- Coaching to Maximize Performance -- Coaching for Learning -- Coaching for Change -- Build Strong Rapport with Coachees -- Invest in Coaching Relationships -- Understand Your Coaching Style and Approach -- Recap -- Review Questions -- 3 The Coaching Process, Steps One to Four -- Step One: Communicate Your Expectations -- Step Two: Assess Coachees' Competence and Motivation Level -- Low Competence and Motivated -- Low Competence and Not Motivated -- Competent and Motivated -- Competent and Not Motivated -- Highly Skilled and Highly Motivated -- Highly Competent and Not Motivated -- Coaching Each Skill/Motivation Level -- Step Three: Define the Purpose of Coaching -- Step Four: Agree on a Coaching Contract -- Recap -- Review Questions -- 4 The Coaching Process, Steps Five to Seven -- Develop Effective Listening Skills -- Staying Focused -- Understanding the Message -- Respecting the Coachee -- The Listening Process -- Example: Effective Listening.

Answer to Exercise 4-1: Improving Kristen's Listening Skills -- Your Listening Skills -- Formulate Strong Questioning Techniques -- Qualities of Effective Questions -- Answer to Exercise 4-3: What's Wrong with This Question? -- Major Types of Questions -- Step Five: Conduct Coaching Conversations -- The Appraisal Conversation -- The Encouragement Conversation -- The Teaching Conversation -- The Probing Conversation -- The Correcting Conversation -- The Commitment Conversation -- Answer to Exercise 4-4: Your Coaching Conversation -- Planning Your Coaching Conversation -- Step Six: Create the Coaching Plan -- Step Seven: Monitor and Learn -- Example of Monitoring and Learning -- Answer to Exercise 4-6: Monitoring Coaching Effectiveness -- Recap -- Review Questions -- 5 Delivering Coaching Feedback -- Getting Ready to Give Feedback -- Giving Effective Feedback -- Most Common Complaints About Feedback -- Characteristics of Effective Feedback -- The Do's and Don'ts of Coaching Feedback -- Example of Delivering an Effective Feedback Message -- Preparing to Conduct Your Feedback Meeting -- Delivering Difficult Feedback -- Just-in-Time Feedback -- Peer Feedback -- Asking for Feedback -- Recap -- Review Questions -- 6 Coaching for Motivation and Retention -- What is Motivation? -- What Motivates Employees -- Example of What Motivates Employees -- Understanding Akim's Motivators -- Coaching and Motivating -- Baseline Expectations of All Employees -- Understanding the Demographics of Your Workforce -- Coaching the Multigenerational Workforce -- Description of Each Group -- Coaching Each Generation of Workers -- The Employment Life Cycle -- Coaching Throughout the Life Cycle -- Recruitment and Selection -- Orientation and Acclimation -- Performance Management -- Rewards and Recognition -- Recap -- Review Questions -- 7 Coaching Teams for High Performance.

The Role of the Team Coach -- Coaching Long Distance -- Coaching for Continuous Improvement -- Step 1: Initiate Discussion -- Step 2: Pursue Improvement Goals -- Step 3: Pursue More Significant Improvements -- Step 4: Make Continuous Improvement a Way of Life -- Dealing with Failure -- Example: The Failed Membership Drive -- Answer to Exercise 7-4: Ed's Plan for Dealing with Failure -- Peer Coaching -- Recap -- Review Questions -- 8 Handling Difficult Coaching Situations -- Identifying Coaching Pitfalls -- Sample Coaching Situations -- Sample Responses -- Building Trust in Difficult Situations -- Difficult Coaching Situations -- Coachee Is Not Committed -- Unrealistic Expectations -- Passive Approach -- Failure to Take Risks -- Fear of Failure -- Dependency on the Coach -- Blaming Others -- Strategies for Dealing with Common Coaching Problems -- Coaching Teams Through Conflict -- Conflict on Karen's Team -- Answer to Exercise 8-1: Resolving Conflict on Karen's Team -- Recap -- Review Questions -- Bibliography -- Recommended Resources -- Post-Test -- Index -- A -- B -- C -- D -- E -- F -- G -- H -- I -- J -- L -- M -- O -- P -- R -- S -- T -- U.