Coaching, Mentoring and Managing: A Coach Guidebook

rise. It’s also a good idea to cover her delivery people and support

staff. It is cost-ineffective for veterinary staff to weld kennels or

deliver products.

Second, the tone and atmosphere of Barb’s decision seems

questionable. Did her people enter into the plan? Were they

willing volunteers meeting a business need or were they

commanded to perform? Strong-arm tactics may lead to

compliance but not necessarily quality work.

Third, Barb did not provide adequate incentive in the training.

Reading the case makes an individual wonder why employees

would give up their time and do work that is not within their

job descriptions.

Last, Barb did not inspect or maintain any form of quality

control, losing the most valuable resource she had, her customer

loyalty. One alternative for Barb would have been to assign her

welders as inspectors and quality-assurance monitors.

Ten Tools to Ensure Team Results .......................................................................

An excellent coach focuses on the team performance, realizing

that the whole is greater that any of its parts. There are 10 tools

available to you to give you a foundation for more fully

developing the values that are beneficial to you as a coach. These

tools not only strengthen your ability to initiate change on the part

of your team, but also stimulate the trust and rapport necessary

for coaching to be effective. These tools facilitate all

your interactions.

These tools are important elements of successful

StaffCoaching™: They aid you in deciding how to build a solid

team foundation.

These are proven attributes of a successful StaffCoach™ that

guarantee your success with your team. Consider your own style

as you study each.

1. Flexibility


2. Helping


3. Empathy and Understanding


4. Valuing the Employee

Coaching, Mentoring and Managing

2 C A S E S T U D Y