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World-class performance is no accident.  Whether on the playing field or in the support center, people need training, practice and good coaching to achieve excellence.  Mia Melanson, a performance consultant, explains the coaching process as a series of simple steps. You'll see why coaching is different from managing, and learn how to build a high performance support center -- one player at a time.

Table of Contents

1. Coaching is a relationship
   • The elements of coaching
   • Coaching to fit the player
   • Players welcome coaching
   • Learning with your players
2. The coach prepares
   • Assess the player
   • Evaluating yourself
3. An eight-step coaching process
   • Step 1: Create a trusting, caring, learning environment where everyone is at ease.
   • Step 2:  Define and communicate the reason for the coaching discussion.
   • Step 3: Begin a dialogue on ways to improve or excel.  Listen with empathy.
   • Step 4: Encourage participation by asking open-ended questions.
   • Step 5: Use the player's suggestion whenever possible.
   • Step 6: Agree on a plan of action: who will do what by when.
   • Step 7: Schedule a follow-up meeting within five to ten days.
   • Step 8: Provide detailed, ongoing feedback.
   • Putting the steps together: a coaching example
4. Giving feedback
   • Recognition
   • Positive reinforcement
   • Advice
   • Ineffective feedback: criticism and silence
   • Seven tips for better
   • When coaching doesn't work