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it comes to achieving their organization’s goals, and they help them do just that.

•Coaches create environments that allow individuals to be successful. A company’s culture has to support and reward employees’ giving their best efforts, otherwise, they won’t bother. Managers are in the perfect position to create environments that encourage employees to make their own decisions and to make (honest) mistakes without fear of punishment. Smart coaches know that this is the way that they will get the best performance from their employees, while keeping employee morale and spirits high.

•Coaches provide feedback. While it’s important for managers to keep track of how employees are performing, it’s just as important for managers to communicate this information to their employees on a timely, candid, and complete basis. With this information in hand, employees can understand in which areas they need to improve. They can then request manager support (in the form of training or other resources) in helping them improve their efforts.

COACHING IN THREE EASY STEPS

As we point out earlier in this chapter, one of the key things that coaches do is to teach their employees. One of our favorite teaching models is what we call the show-and-tell method. Show-and-tell coaching consists of three distinct steps:

Step 1: You do; you say. In this first step, the coach meets with her employee and explains a procedure or task in general terms while performing it. So, for example, the coach explains how to fill out an online purchase request while actually sitting at the computer, bringing up the proper screens, and filling in a sample request.

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ASK BOB AND PETER: I am the Cyber Cafe owner in

?Malaysia. I don’t know why my staff members here are so lazy, and the motivation or encouragement that I am

giving them is really not effective. What can I do to encourage my employees to be better workers?

The big question is: Why are your employees unmotivated? To answer this question, you’ll need to look very closely at your organization and at yourself. First, you’ll need to find out if there are demotivators in the workplace. Do your employees have the tools they need to do their jobs well? Are they paid a fair wage? Are they trusted and invited to share their ideas with you? If not, you have a problem. Identify demotivators and neutralize them. Next, create a system of rewards and recognition that will encourage your employees to be motivated and excited about their work. To do this most effectively, you’ll need to ask your employees what motivates them, and then find ways to make these things happen. Some employees are motivated when the boss tells them they did a good job. Others are motivated by being given more responsibility, authority, or learning opportunities. Still others are motivated by material things such as cash, gifts, or awards.

Step 2: They do; you say. The next step is for the coach to have the employee do the same procedure as the coach explains each step.

Step 3: They do; they say. Finally, as the coach observes, the employees perform the task again as they explain to the coach what they are doing.

And here’s a tip from one coach to another: It also never hurts to have employees create a “cheat sheet” of the new steps they learned. This job aid is invaluable at helping new behaviors become habit for your employees.

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LEVERAGING TURNING POINTS

The vast majority of a manager’s job consists of the daily shaping of talents and chipping away at problems to achieve desired objectives, not in the huge win or the big splash that blows the competition out of the water. Sure, most managers get to experience the occasional big success that makes the day-to-day routine worth enduring, but it’s often the little things that count when it comes to business.

That’s why the best coaches are always keeping an eye out for turning points—the daily opportunities to succeed that are available to any employee who takes the time to look for and then act on them.

The big wins don’t often happen overnight or out of the blue; they are instead a direct result of building a foundation of numerous smaller wins along the way. Meeting a difficult customer’s needs, finding a way to shave a few more dollars off the unit cost of a best-selling product, inspiring an employee to redouble his efforts in the face of adversity— all are turning points, and each one builds to larger successes. Good coaches know that by focusing on the right activities, the right results aren’t far behind.

A COACH A DAY

Coaching is a daily event, not just something to be brought out and dusted off for special occasions. The best coaches spend time with employees to help them succeed and they complement and supplement the abilities and experience of their employees by bringing their own abilities and experience to the table. Coaches reward their employees when they achieve their goals, and they help their employees learn important lessons when they make mistakes—and every employee no matter how good makes mistakes.

Let’s walk through an example of how to deal with an employee who needs coaching. Use the following guidelines when coaching an employee:

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ASK BOB AND PETER: How can you motivate a person to

?be a team player after a long period of time as a loner? This person is very confrontational, has strong dislike/ distrust of management, and is a union employee.

Your question brings up a couple of points. Any employee who distrusts management probably has a reason (or two or three or more) for feeling that way. In a case like this, it’s likely that managers in his or her past have failed to uphold promises or commitments made to the employee—and probably on more than one occasion. The first thing you have to do is to build a bridge of trust between the employee and yourself. Depending on the employee, this can potentially take a very long time. However, if you keep your promises and if you are fair in your dealings with all of your employees, you can establish trust with even the most negative worker. Second, reward the behavior you want to see more of. Put your employee in situations where he or she has to work in a team setting. Assign him or her to a self-managing team, to an employee committee, or to work on a community project. Then reinforce any positive team behavior that he or she exhibits. This doesn’t have to be with money—a simple word of thanks or a written note making a big deal about an employee’s accomplishment can be very effective. Above all, be patient. It’s probably taken your employee a long time to get to the place where you find him or her now. It will probably take a long time to get this employee to the place you envision. But get moving in that direction, one step at a time.

•Meet with your employee. Before you can coach, you’ve first got to meet with your employee. Make an appointment with your employee as soon as you can after the issue or problem is apparent. Be sure to choose a location that is quiet and free of distractions— your office will probably be the ideal place—and hold your phone calls or forward your phone to voice mail.

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T H E R E A L W O R L D

All development is self-development, yet at the same time, having someone who can help coach us allows us to achieve more in our work and lives along the way. Who’s one of the greatest golfers alive today? If you said Tiger Woods, know that he has a coach to help him keep at his best and improve. Every manager serves as a coach for his or her employees, helping them to become the best they can be in their jobs. It’s a responsibility that should be taken seriously, with planned feedback sessions and specific plans for improvement. It’s also a responsibility that can be chipped away at every day at work. Any given assignment, for example, can also be a learning opportunity for an employee to stretch and grow, learning new skills that can be applied in other ways for years to come. And a steady stream of feedback can make it easier for employees to fine-tune their performance.

•Listen! Too many people love to talk, but too few love to listen. When you listen to an employee, she will be extremely motivated because you’re demonstrating to her that she is important enough for you to take time out of your busy schedule to focus on her. Ask your employee to bring you up to date with the situation, her concerns, and any possible approaches or solutions considered. Let her do the talking while you do the listening.

•Reinforce the positive. Before you point out areas that need improvement, it’s important to first point out the things that your employee did right in the particular situation. Be sure to let your employee know when she is on the right track. And do it now, don’t wait until later!

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•Highlight areas for improvement. As we mentioned earlier, every employee has areas in which performance can be improved. Explore with your employee the assistance that you can provide, whether your employee needs more budgetary resources, additional training, or whatever is necessary. Be sure your employee knows that you are confident in her ability to do a great job.

•Follow through. Once you make a promise to support your employee, then be sure to follow up on your side of the bargain. There’s little more demotivating than a manager who promises one thing, then does something else.

And don’t forget to be patient. Not everyone is the same, and some people will make progress faster than others. It’s your job to assess the differences in abilities among your employees, and then to use that knowledge to tailor your approach appropriately.

TOOLS OF THE TRADE

As a coach, you’ll undertake a wide range of activities, tailored to the specific needs of your individual employees. In some cases, this may mean nothing more than an occasional, informal progress check while making the rounds of the office. In other, more extreme cases, this may mean scheduling frequent, formal meetings with the employee to provide intensive coaching on an ongoing basis.

Every coach has his or her unique approach to coaching; here are some of the best:

•Make time for team members. How can you expect your employees to make time for your organization and your customers if you don’t make time to for your employees? While you cannot be at their unlimited disposal every waking minute of every day, they shouldn’t

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have to make an appointment six months in advance for a fiveminute discussion. Remember that your employees are your number one priority and act accordingly.

•Provide context and vision. Instead of simply telling employees what to do, the best coaches explain why. Coaches provide their employees with perspective and they help them see how their work fits into the big picture. Rather than creating long lists of dos and don’ts, effective coaches demonstrate how the organization works and then lets employees choose their own path within it.

•Transfer knowledge and perspective. Most coaches have more experience and expertise than the people they are coaching—at least in the areas that are being coached. It’s the coach’s job and duty to spread that experience and expertise broadly around the organization and not to hoard it for some distant day.

•Be a sounding board. Because coaches have often been through the same problems or responded to the same opportunities as their employees are experiencing, they make great sounding boards. Employees can run their ideas by a coach to get an opinion before they implement them—possibly averting a disastrous outcome. Effective coaches help their employees work through issues and come up with the best solutions themselves.

•Obtain needed resources. Employees may simply need additional resources to make the jump from marginal to outstanding performance. It’s a coach’s job to be attentive to these needs and to do whatever he or she can to help provide the needed resources, whether time, money, staff, equipment, or other assets.

•Offer a helping hand. Learning a new job or procedure can be an overwhelming experience for an employee. Coaches help workers make it over the hump by reassigning current duties to other employees, authorizing overtime, or taking other measures to allow overwhelmed employees to come up for air and catch their breath.

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P O P Q U I Z !

Coaching is one of the most fundamental—and elusive—skills of managing. Check your knowledge of what it takes to be a good coach:

1.A good coach is demanding, but fair. How can you best balance these two dimensions?

2.What are the three steps of foolproof coaching?

3.As a coach, you need great patience. How is your patience in working with and managing others? How could you improve?

4.Coaching is a developmental process that can best be done by looking for what type of opportunities for learning?

5.What are the steps of an effective coaching session?

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C H A P T E R 6

V

Mentoring Employees

IT’S A NEW WORLD OUT THERE . . .

Developing and mentoring employees and . . .

Helping them improve their performance.

The purpose of developing and mentoring employees. Creating career development plans.

The best career development strategies.

Becoming a mentor yourself.

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