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Coaching and Performance
Management
Bahaudin G. Mujtaba,2008
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Table of Contents
• Chapter 1 – Coaching and Management
• Chapter 2 – Performance Management
• Chapter 3 – Influencing and Leadership Skills
• Chapter 4 – The Coaching Process and Steps
• Chapter – Coaching and !ork"Life #alance
• Chapter $ – Coaching %isrupti&e #eha&ior
• Chapter ' – (&aluating) Influencing and Coaching Performance
• Chapter * – +lternati&e !ork +rrangements
• Chapter , – Coaching -emales in the !orkplace
• Chapter ./ – Communication0 The +rt of Listening
• Chapter .. – Conflict and 1egotiation Management
• Chapter .2 – Moti&ation) %iscipline and loaliation
• Chapter .3 – 5e6ards) 5ecognition Programs) and (thics
• Chapter .4 – Prolem"Sol&ing and Leadership
• Chapter . – Cases for Coaching and Performance Management
• Chapter .$ – (7ercises for Coaching and Performance Management© Mujtaba,
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• (ffecti&e coaching) leadership andmanagement are one and the same8 Coachingis an effecti&e method of leading people andmanaging processes and resources8 In toda9:s
comple7 and competiti&e usinessen&ironment) firms and managers must doe&er9thing the9 can to recruit and retaintalented and e7perienced emplo9ees8
-urthermore) organiational leaders must doe&er9thing that the9 can to make sure theiremplo9ees are not underutilied) error prone)and dissatisfied 6ith their dail9 assignments8
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• If 9ou choose to purposel9 li&e and ser&eas an effecti&e coach) this could e thesingle most important initiati&e oth in9our personal and professional li&es8Through coaching) 9ou can chisel thet9pe of person 9ou 6ant to e through9our da9"to"da9 thinking) feelings) 6ords)
and eha&iors8 So) consciousl9 reflectupon 9our feelings) thoughts) 6ords) andactions as the9 determine 9our characterand destin98
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• #e careful of 9our thoughts) for 9our thoughts ecome 9our 6ords8
#e careful of 9our words) for 9our 6ords ecome 9our actions8
#e careful of 9our actions) for 9our actions ecome 9our haits8
#e careful of 9our habits) for 9our haits ecome 9our character8
#e careful of 9our character ) for 9our character ecomes 9our destiny8
;Universal Proverb<
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The Cautious Man:
=nce there 6as a &er9 cautious man!ho ne&er lo&ed) laughed or cried8
>e ne&er risked) he ne&er lost
>e ne&er 6on nor e&er tried8
+nd one da9 6hen he passed a6a9
>is insurance 6as denied8
-or since he ne&er reall9 li&ed
The9 claimed he ne&er reall9 died8
;Unknown<
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What is Life?
– Life is a challenge888 meet it
Life is a gift888 accept it
Life is an ad&enture888 dare it
Life is a sorro6888 o&ercome it
Life is a traged9888 face it
Life is a dut9888 perform it
Life is a game888 pla9 itLife is a m9ster9888 unfold it
Life is a song888 sing it
Life is an opportunit9888 take it
Life is a ?ourne9888 complete it
Life is a promise888 fulfill it
Life is a eaut9888 praise itLife is a struggle888 fight it
Life is a goal888 achie&e it
Life is a pule888 sol&e it
;Unknown<
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Coaching and Mentoring
• Coaching usuall9 in&ol&es a continuous flo6 of instructions)comments) and suggestions from coach to emplo9ee "listening) @uestioning) relating learning to the learnerAse7perience) and pro&iding guided practice8
• Mentoring is the process 6here9 a senior emplo9ee takes an
acti&e role in de&eloping a ?unior colleague8 T9picall9 thisoccurs at managerial le&el or amongst professions8 In this case)the mentor pro&ides ad&ice on ho6 the mentee can de&elop hisor her skills) competencies) kno6ledge) and e7perience inorder to progress along a successful career path8 +s 6ell asgi&ing ad&ice) the mentor might also pro&e useful in pro&idingcontacts that help the mentee to engage in the process ofnet6orking8
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Thoughts on Coaching
• The primar9 enefits of coaching are impro&edindi&idual performanceB ottom"line results including
profit) client ser&ice) and competiti&eness8
•#efore e7ploding or 6riting the 6orker up on aformalied 6arning) tr9 one"on"one coaching8
• (mplo9ees need to kno6 that 9ou appreciate their positi&e efforts on e&er9da9 performed tasks and not ?ustma?or accomplishments8
• =rganiational coaching seeks to impro&e performance) producti&it9) andor team6ork and &ie6s the coach asthe e7pert 6ho moti&ates and gi&es ad&ice8
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Situations Needing Coaching
Coaching is aout de&eloping a trusting relationship 6ith 9our people so 9ou can ?ointl9 clarif9 e7pectations and departmental goals there9 leading to specificaction plans for achie&ement8 +s such) there are man9 situations 6here coachingskills 6ill e &er9 effecti&e and the follo6ing list presents some of them8 – 5einforcing good performance8
– Moti&ating emplo9ees to ne6 heights and peak performance le&els8
–
=rienting a ne6 emplo9ee into the department or organiation8 – Pro&iding ne6 kno6ledge to indi&iduals aout changes and tactics8
– Training a ne6 skill for a ne6 task that needs performing8
– -ollo6ing up on competencies passed on during a training session8
– (7plaining the current or ne6 standards and ho6 the9 can e achie&ed8
– Setting priorities for effecti&e time management 6ith those emplo9ees 6ho need it8
– Inculcating someone into the cli@ues and groups 6hich ma9 e7ist 6ithin the political
circles8 – Clarif9ing e7pectations and correcting poor performance8
– Increasing the self confidence of an emplo9ee aout the task or ne6 responsiilities andchallenges8
– Conducting a performance re&ie68
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Working one-on-one
Guiding people to
learn for themselves
Orchestrating resources
and learning
opportunities
CoachingApproachesCoaching
Approaches
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Coaching Guidelines
Coaching is not an innate skill ut rather it is learned8 It occurs through one:s life personall9and professionall98 (ffecti&e coaching is the process of letting people kno6 that 6hatthe9 do matters oth to the coach and the organiation8 – #efore eginning the coaching session) e sure to plan e7actl9 6hat 9ou 6ant to achie&e) and
the potential enefits for the other person8
– Start on a positi&e note and estalish a common ground 9 ha&ing a supporti&e en&ironment8
– Communicate clearl9) listen effecti&el9) sho6 that 9ou care) and do not Deat around the ush8EClearl9 and caringl9 state the challenge) opportunit9) andor e7pectations8
– #e respectful of the other person:s feelings) honor and dignit98 Create a non"threateningen&ironment for the interaction) dialogue and discussion8
– #e culturall9 sensiti&e 9 getting to kno6 the other person:s ackground) culture) &alues) andanticipate hisher reactions8
– +&oid &alue ?udgments) stereot9ping and laeling the eha&ior of others8
– Fse empathic listening skills to clarif9 9our understanding and the other person:s perspecti&e8
– Sta9 6ith the point and do not get sidetracked 6ith other issues8 5estate the purpose of thesession and ask 6hat specific things can e done to increase or impro&e performance8 Gou canoffer assistance ut a&oid pro&iding solutions – let the indi&idual come up 6ith the solutions8Gour ?o is to lead them in the right direction8
– %ocument and clarif9 the specific plan suggested 9 the emplo9ee) the e7pected le&el of performance and ho6 the plan 6ill impro&e performance8 Seek agreement and summarie thecon&ersation8
– (nd on a positi&e note and thank the person for coming up 6ith the specific plan8
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The Five Steps of Coaching /
Training
• Tell them
• Sho them
• !et them tell "ou
• !et them sho "ou
• Give feedbac#
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Characteristics of Coaches
+n (ffecti&e Coach0
– >as faith in the future8
– +ttempts to positi&el9 influence others8
–(7hiits humilit98
– Is thankful for 6ho she is and appreciates ha&ing
e&er9one in hisher life8
–
5ememers hisher past) clearl9 en&isions the futureand focuses on the DpresentE 6hich is a Dgift8E
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$utstanding Coaching
Coaches ;leaders< e7emplif90
– a &ision of the future8
–
e7cellent communication skills8 – optimism) oldness and decisi&eness8
– moti&ation and cheerleading skills8
– integrit9) honest9) and a strong 6ork ethics8
– a ser&ant mentalit9 H trust
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Coaches Thin# %Teamor#&
D(ffecti&e CoachingE are 6illing to make sacrificesfor the enefit of the &ision andor organiation8 – + coach:s decisions are dri&en to enefit the organiation
and the indi&idual8 – (ffecti&e coaches ha&e a Dmore 6e and less meE
mentalit98
– Coaches understand that
• Together
• '&er9one
• Achie&es
• More8
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Coaching
Effective coaching is a continuous process ofcon&ersational collaorations and interactions aimed atassisting others unlock and realie their full potential onetask and one skill at a time) and at a pace appropriate for
the person eing coached8 – The essence of coaching is unlocking people:s potential) through
Socratic @uestioning) so the9 can ma7imie their o6n performance8
– (ffecti&e coaches accept the challenge kno6ing that the gro6thand de&elopment ?ourne9 is continuous) and that learning ho6 to
learn and de&elop are the real goals for the coach and the coachee8 – (ffecti&e coaches keep in mind that imposing their 6a9 of
accomplishing tasks is not their o?ecti&e8
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Coaching Steps
There are fi&e specific steps in the coaching processas 9ou o&ersee the 6ork done through 9ourassociates8 +s such) effecti&e coaching re@uires0
– Planning )
– Supporting associates for good performance)
– Communicating andor setting a time to increase performance)
– Leading associates to higher performance) and
– Following up and confirming effecti&e achie&ement ofo?ecti&es and e7pectations8
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'mplo"ee Appreciation
• Say thank you for your great S!"#$C!%& – S is the support 9ou pro&ideB 9our lo9alt9 is true8
– E is for eagernessB 9our great attitude shines through8
– R is for reachingB 9ou al6a9s aim high8
– V is for &alueB 9our 6orth goes e9ond the sk98
– I is for ideasB 9ou help our compan9 gro68
– C is for con&ictionB it means more than 9ou could kno68
– E is for e7cellence in e&er9thing 9ou do8
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Summar"
• Coaching and performance managementis aout continuous and strategiccollaoration) commitment and
communication among all the partiesin&ol&ed to meet the needs of one:sclients) customers) emplo9ees) and ossesand there9 gain a competiti&e ad&antage8
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Coaching is a privilege( not a )ob*
Police( evaluate and improve "our coaching s#ills+
Coach and guide effectivel"+
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,eferences / -ibliograph"
• Mu?taa) #8 8 ;2//*