Coaching, Mentoring and Managing: A Coach Guidebook

Cooperative

Confrontation maximizes cooperation. Confrontation says

things like, “Terry, let’s work together on this problem.” Criticism,

by contrast, says threatening, unproductive things like, “It’s your

problem. You better deal with it ... fast!”

Encouraging

Confrontation is a specialized form of encouraging — a

positive experience. Criticism is almost always viewed (especially

by the person who receives it) as a negative action. Some

behaviors do need to change — but change can and should be an

encouraging prospect ... not a discouraging one.

The Five-Step Confrontation Process ................................................................

A positive attitude is especially important when you confront

a problem employee. As we discussed earlier, the purpose of

confrontation is to correct and help the person behave in a more

acceptable manner. It is positive, not negative, and never harsh!

Confrontation may never be the most pleasant thing in the world

for you to do, but you can make it a lot easier — and less

emotional — by applying a five-step confrontation technique to

your sessions.

1. Be honest.


2. Take the initiative.


3. Time the confrontation well.


4. Mean what you say.


5. Be human.

Be Honest

Don’t beat around the bush. You’re not doing anyone any

favors if you distort the truth to save feelings. You should be

conscious of feelings, but not immobilized by them. Resist the

temptation to talk about anything else (the weather, the economy,

Coaching, Mentoring and Managing

5

When the great

help the small,

both are just the

right size.