In a follow-up to last months management tip, this month I am going to cover some of the basics of coaching. The purpose of coaching is to help employees develop job skills by using a systematic approach. This approach utilizes explanation, demonstration, and reinforcement techniques for successes and allows provisions for corrective feedback for performance improvement, all while maintaining an employee's self-esteem. The measurable outcome of coaching will be whether the employee has corrected their behavior or not.
Observation of performance should be an ongoing part of any manager’s day. Far too often, managers only look closely at an employee's performance when the manager is suspicious of incorrect behavior. When this is the case, the employee will tend to "shape up" only when the boss is around and return to the unfavorable behavior when the boss isn't "over his shoulder". Ongoing observation and coaching with help to solidify favorable behavior and put the employee at ease when the manager is around. It will also allow the manager a more immediate opportunity to correct unfavorable behavior before it goes too far.
Observation of performance is critical to identifying the precise behavior that needs to be corrected. You cannot effectively correct behavior that you have not witnessed. Moreover, you cannot correct unfavorable behavior that you can’t pinpoint. For example, a doctor will not begin treatment until he knows what ailment he is treating!
Evaluate the Behavior
Whether the behavior is good or bad, close evaluation is necessary. When formulating what you will say to the employee regarding their behavior, keep in mind that it will be most effective if it is immediate and precise. Use these tips to help evaluate your employees and save yourself time, money and lots of headaches.
Robert Andre is the President of CarWash College™. Robert can be reached at RAndre@carwashcollege.com. For more information about CarWash College™ certification programs, visit www.carwashcollege.com or call the registrar's office at 1-866-492-7422.