• Have developed an understanding of the principles of coaching and mentoring
• Understand the part that coaching and mentoring play in the performance management context
• Have identified the competencies a manager must develop in order to be an effective coach, and an inspiring mentor - and when to use each intervention.
• Be able to use the GROW model with a high-comfort level and efficacy in both coaching and mentoring contexts
• Be able to create a nurturing, productive environment
• Understand how personalities & communication styles can create conflict, and learn how to adapt their styles to a productive coaching/mentoring outcome
• How to deal with different types of performance issues
• Have developed an understanding of productive questioning skills
• Have had the opportunity to develop and practice their skills in a supportive environment, and receive feedback and skill-coaching on their performance
• Be in a position to confidently use their new knowledge and skills in the workplace and have a clear plan of action to implement

Getting Results Is All About You

• Understand Your Role as Coach
  
• Cultivate the 10 Values of a Successful StaffCoach™
• Case Study
• Case Study Analysis
• Case Analysis
• What You Value Impacts Your Team
• Exercise: Tracing Your Personal Values History
• Exercise Analysis
• Five Insights of High-Performance Coaches
• Case Study
• Analysis

The Five-Step Staff Coaching™ Model

• Coaching Is a Performance Process
  
• Steps in the StaffCoach Model to Maximize Potential
• Know Your Employees’ Character and Capabilities: Four Effective Techniques
• Review Insights: Combine and Consider
• Your StaffCoaching™ Style
• Analysis of Your Preferences and Tendencies
• Six Pitfalls to Your StaffCoaching™ Success
• Case Study
• Case Analysis
• Ten Tools to Ensure Team Results
• Case Study
• Case Study Analysis

The Coaching Role: Inspiring and Motivating

• The Coaching Role
  
• Some Cautions for the Coach
• Steps for Effective Coaching Interactions
• Common Activities for the Coach
• What to Expect When You’re Doing It Right
• Case Study
• Case Analysis

The Mentoring Role: Instruction by Example

• A Process With Productive Purpose
  
• Ten Tips for Mentors
• The Six Ways People Think
• Style Analysis Questions
• The Three Key Phases of Successful Mentoring
• Exercise
• The Outcome of Effective Mentoring
• The Treasure of Mentoring

The Counselor Role: Confrontation and Correction

• Opportunities to Counsel
  
• Four Keys to Effective Counseling
• Guidelines for Counseling
• The Philosophy of Confrontation: A Positive Approach to Negative Events
• The Five-Step Confrontation Process
• Eight Ways to Eliminate Unsatisfactory Behavior
• Counseling Evaluation Exercise
• Ten Essentials for Face-to-Face Counseling
• Case Study
• Case Analysis
• Five Steps to Modifying Behavior
• Behavior Modification Exercise
• Ask Questions That Get the Answers You Need
• Exercise: Creating Open-Ended Alternatives
• The Results of Effective Counseling
• Exercise: Does Counseling Work for Your Team?

Integrating the Individual and the Team

• Group vs. Team
  
• Instill Team Vision
• Recognize the Potential for Team Trouble
• Case Study
• Case Analysis
• Commitment and Mutual Support
• A Checklist for Responding to Team Troubles
• “Look Before You Leap” Checklist
• Focus the Team With Shared Priorities
• Exercise
• Right Thinking About Team Purpose

Managing Within the Staff Coaching™ Model

• Doing or Developing
  
• A Story About Managing
• Delegating and the StaffCoaching™ Role
• Personality and Your Coaching Role
• Hurdles to Performing Your Coaching Role
• Exercise
• Four Points for Managing Within the StaffCoach™ Model
• Exercise: Applying the Four “P’s”
• Exercise Analysis
• Five Ways to Quiet Complaints
• Team Collaboration