A seminar participant in our Bob Pike Group Boot Camp told me recently that a manager had asked her to do some training on time management. "I've got people showing up late for work, and I thought they could use some training in time management," he said. The absurdity of this statement was not lost on the other trainers in the room - we all agreed that all too often, managers look to training to "fix" all their performance problems, when training is not the right answer.

This article is a preview in an occasional series of articles on coaching. From Bob Pike's Performance Solutions Cube, we teach that there are at least five other solutions to performance problems that should precede training. And one of those solutions is coaching. Here are ten tips for Coaching Excellence, taken from our Coaching for Success program.

Ten Best Coaching Tips

• Identify the goals and standards of the project. Let people know what 'good' looks like.
• Recognize good performance. When you see it, say it! ("Joe, I've noticed you've been at your desk taking calls by 8 a.m. every day this week - thanks, and keep up the good work.")
• Confront poor performance. Remember that what you allow, you teach! ("Joe, I noticed that you came in 15 minutes late yesterday. Remember, I need you here at 8 a.m. every day, ready to take calls. What will it take for you to be able to meet that standard?")
• Coach for values as well as results. How you do it is as important as what you do!
• Be specific in describing behaviors and/or words. What did you see or hear?
• Become a confidant to others. Help them discover their own best solutions, because people don't argue with their own data!
• Motivate people in the direction you/they want to go, rather than away from what you/they want. Say "What I really want is …," or ask "What do you really, really want?"
• Help people recognize the impact of their behavior.
• Use consequence statements for managing very difficult behavior. Say "When you do this, this will be the result!"
• Remember the difference between managing and coaching. Managing is about getting things done, while coaching is about growing people while getting things done!

Take the following survey by answering yes or no to these questions. If your answer to two or more statements is "false," consider using a coaching solution versus a training solution.             
                                   

Coaching Survey

1.      Our managers have clearly defined the goals and standards they expect.

2. Our coaches/managers know how to confront poor performance.
3. We do a good job of recognizing excellent performance and we know how to acknowledge it correctly.
4. Our coaches/managers have a plan to effectively facilitate and resolve conflict between employees.
5. We understand the five key roles of coaches and how to carry them out.

Rich Meiss is a senior consultant at The Bob Pike Group. Ó Meiss Education Institute, 2009. All rights reserved.