Coaching, Counseling & Mentoring S e c o n d Ed i t i o n This page intentionally left blank Coaching, Counseling & Mentoring How to Choose & Use the Right Technique to Boost Employee Performance S e c o n d Ed i t i o n Florence M. Stone American Management Association New York • Atlanta • Brussels • Chicago • Mexico City • San Francisco Shanghai • Tokyo • Toronto • Washington, D.C. Special discounts on bulk quantities of AMACOM books are available to corporations, professional associations, and other organizations. For details, contact Special Sales Department, AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. Tel: 212-903-8316. Fax: 212-903-8083. E-mail:
[email protected] Website: www.amacombooks.org/go/specialsales To view all AMACOM titles go to: www.amacombooks.org This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Library of Congress Cataloging-in-Publication Data Stone, Florence M. Coaching, counseling & mentoring : how to choose & use the right technique to boost employee performance / Florence M. Stone.—2nd ed. p. cm. Includes bibliographical references and index. ISBN-10: 0-8144-7385-7 ISBN-13: 978-0-8144-7385-6 1. Mentoring in business. 2. Employees—Coaching of. 3. Employees—Counseling of. 4. Employees—Training of. I. Title. II. Title: Coaching, counseling and mentoring. HF5385.S76 2007 658.3⬘124—dc22 2007 Florence M. Stone. All rights reserved. Printed in the United States of America. This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. Printing number 10 9 8 7 6 5 4 3 2 1 2006024994 Contents Introduction: Three Ways to Develop High-Performance Employees 1 Section I: Coaching 9 Chapter 1. Your Role as Coach 11 Chapter 2. Coaching as an Ongoing Responsibility 30 Chapter 3. Let’s Talk: ‘‘Should I Say That?’’ 44 Chapter 4. Coaching Traps and Problems 55 Section II: Counseling 71 Chapter 5. Why Counsel Troublesome People? 73 Chapter 6. How to Turn Around Problem Employees and Employees with Problems 92 Chapter 7. Let’s Talk: Specific Counseling Sessions 113 Chapter 8. Counseling Dilemmas: Traps and Pitfalls to Avoid 132 Section III: Mentoring 153 Chapter 9. What Mentoring Can Do to Help High Achievers—and You v 155 vi