The Achilles Heel of Management Coaching

While heading home at day's end, you begin reflecting on a coaching meeting you had earlier that day with an employee, Chris. You hope that, this time, you finally succeeded in getting her to understand the importance of spending less time in disruptive socializing in the office and more time elevating her performance. If not, you feel that your only remaining alternatives are to give her a poor performance evaluation or demotion or may even fire her. You're reluctant to do either of the first two things because you know these would disrupt the positive work relationship you've had with Chris. And you don't really want to fire her. On the other hand, you're running out of patience; this is the fourth time you've said something to Chris about the situation. Admittedly, the first few times, your comments may have missed the mark because you gave her only some casual feedback. But about a month ago, you held a formal coaching meeting with Chris, in which you discussed the situation in depth and came away thinking that she understood the need to change her behavior. In fact, she did change. But after a week or so, she was back to her old behavior.

Sound familiar? The most critical step in the management coaching process ? getting an employee to agree there's a need for improvement ? is usually not well understood or well executed. Without that, there's little likelihood of any permanent change.

Not a chewing out

As the use of coaching rises, so does the confusion over what it is and isn't. I define management coaching as an interpersonal process between a manager and an employee in which the manager helps the employee redirect his or her performance while maintaining mutual trust. Coaching differs from feedback, although feedback is part of the management coaching process. Feedback is given by a manager or supervisor in response to a specific event or situation; coaching focuses on a pattern of behavior along with strategies for growth and development. Coaching is all about the art of turning situations and events into learning and growing experiences. Examples include missing several deadlines in a short period despite being reminded that meeting deadlines is important, continuing to arrive late for work after being told tardiness is not acceptable, and continuing to interrupt others in spite of receiving feedback that such behavior isn't appropriate. Management Coaching is not "chewing out", taking to task, or threatening employees to try to improve their performance. Those tactics can work, but the results may be worse than the original problem. Such approaches tend to make employees passive-aggressive. They will walk the line and do nothing more or less than what is asked.

In general, a management coaching meeting should take place only after an employee understands clearly what's expected and has received feedback at least once that his or her performance is not what it could or should be. However, in some cases, certain significant events may be the focus of a coaching meeting, before they develop into a pattern of behavior. For example, a manufacturer decided that any safety violation ? no matter how minor ? would be addressed in a coaching discussion and, if significant, could lead to formal discipline.

Coaching involves these critical elements:

• A two-way dialogue
• A series of interdependent steps or objectives
• Specific coaching skills and strategies
• Courage and conviction
• A personal sense of humor

The management coaching process has two primary areas of focus: helping an employee recognize the need to improve his or her performance and developing an employee's commitment to taking steps to improve performance permanently.

While all of the steps in the C.M.O.E coaching model are important, the most critical one is often not understood or carried out effectively ? getting an employee to recognize and agree that there is a need to improve his performance. That step is equally important whether an employee has a specific performance problem or an employee is an average performer who could do better. Without a felt need for change and greater self awareness, there's little likelihood that any improvement will occur or that it will be permanent.

The Center for Management and Organization Effectiveness (CMOE) seeks to improve individual leadership and team member skills within organizations.

For professional information on management coaching, visit CMOE.

---

Small Business Marketing: Overtaking Your Competitors

Few businesses keep tabs on competitors, yet such knowledge can... Read More

When Its DUH? Time at Trade Show - 3 Little Words Save the Day

TIME, MONEY, HASSLE - You can make a sale on... Read More

Is Your Sales Trust Factor High Enough to Win Against the Competition?

How high is your sales trust factor?Is it higher than... Read More

Keeping Your Sales Team Motivated

Sales managers frequently approach me for advice on how to... Read More

Book of Lists Marketing for Pressure Washing Companies

The American Business Journals produces a Book of Lists each... Read More

Make Time, Not Excuses

There are four primary activities that successful salespeople engage in... Read More

Sales Pipeline Forecasting Is There A Better Way?

To put it mildly most companies sales forecasting just isn't... Read More

Profitable Relationships: Is It Amateur Hour or King of the Hill?

"We're in the relationship business?...airplanes are what we use to... Read More

The Effective Executive

What does it mean to be an "effective executive"? Well... Read More

Sex, Drugs, & Rock-n-Roll at Trade Shows

Here's the Scenario...You're at a trade show. Out of town.... Read More

SEZ WHO? Tips About Recommendations, Sales Cycles, and Trade Shows

Here's the scene. You're at the trade show, having a... Read More

The Spirit Of Change

A Highly Conscious Approach To Business Management. For more on... Read More

Beyond the Golden Rule

There are several types and sub types of people in... Read More

The Product or the Sale

This is a quandary not unlike the chicken or the... Read More

Why Performance-Based Recruiting Produces Top Sales Performers

Many recruiting ads and job descriptions include "knockout factors" that... Read More

Hiring--A Vital Key In Sales Management Success

Recently, I was asked to spend some time on the... Read More

Seven Deadly Sales Mistakes That Cost Business Owners Big Money - And What To Do About Them

1. LOOKING for a "quick fix" to close more sales... Read More

Ten Awesome Ways To Incease Your Sales In Holidays

Everybody thinks that the businesses will slow down a bit... Read More

5 Secrets to Managing Your Sales Manager Productively

Many people believe that the main reason for representatives leaving... Read More

Leadership Lessons for Sales Managers

Leadership, like class, is hard to define, but easy to... Read More

How to Sharpen Your Sales Message with Do-it-Yourself Focus Groups - Small Business Power Tools

You've probably heard of focus groups. It's a tool that... Read More

The Four ?D?s of Sales Management

Recently I stumbled across some notes that I had kept... Read More

Effective Sales Territory Management

How you prioritize your sales territory management activities depends upon... Read More

6 Steps to Avoid Losing Summer Sales

It's a fact - the online world dies down in... Read More

Offer Package Deals To Increase Profits And Sales

An effective way to increase your profits and sales is... Read More

Hire A Six, To Consistently Produce Sales Success

For many years as a sales manager, I would only... Read More

The Art and Science of Managing Expectations in Selling

It is very easy to fall into a trap with... Read More

Franchise Sales; Recruiting of Laid Off Employees

Because of corporate downsizing, many people have been laid-off or... Read More

Increase Your Sales - Accept Credit Cards

Many people today simply prefer the convenience of paying by... Read More

Free to Succeed: Effective Sales Leadership Using A Coach Approach

About 2 years ago, I participated in a training program... Read More

We Will Make It Back----- A Fictional Story Based on Fact About Sales Management Success

Bill Borders stepped up onto the podium. He had just... Read More

Is Your Forecast Too Sunny? How to Improve the Accuracy of Sales Forecasts

As spring moves to summer, the forecast should be for... Read More

4 Marketing Myths Threaten Your Sales

These 4 marketing myths can cause you to lose sales... Read More