1. 1st Phase of Coaching
Explain Purpose & Importance
Give process instructions
Give behavioral demonstration
Ask qs to check understanding

2. 2nd Phase of Coaching
Observe learner practicing

3. Give immediate & specific feedback on errors
3rd Phase of Coaching
Reinforce success
Give immediate & specific
feedback on errors
Express confidence in person’s
ability to be successful
Agree on follow-up actions

4. Ask qs to focus on specific problem
1st Stage of Counseling
Build rapport
e.g., talk about personal matters,
talk about positive events
eliminate distractions, etc
Ask qs to focus on specific problem
Ask employee causes of problem

5. Ask employee solutions
2nd Stage of Counseling
Listen & respond w/empathy
e.g., physical posture, eye contact,
non-verbal & verbal responses,
paraphrase feelings, share own experience
Ask employee solutions
to problems
Discuss w/employee how
solutions address problem

6. Explain how employee’s behavior affects others
3rd Stage of Counseling
Explain how employee’s
behavior affects others
Get employee to agree
to behavior change
Review and summarize discussion
Agree on follow-up actions

7. Coaching
Counseling
Directed by supervisor
Subordinate talks more
Behavior focused (Showing & telling how to do task)
Explanation oriented (e.g. cause of problem, solution to problem)
Present focused (e.g., employee performs actions)
Future Focused (employee agrees to change)
Rapport & empathy

8. Discussion Qs
How did you respond to differences between the coaching and counseling situations?
What key behaviors enabled the subordinate to confide in the manager (see Keys & Case article)
How does your score on self-esteem relate to your skill in counseling?
What additional personality/trait variables relate to counseling success?