Best Practice in Performance Coaching: A Handbook for Leaders, Coaches, HR Professionals and Organizations

257 Pages·2007·3.243 MB·English

by  Carol Wilson

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BEST PRACTICE IN
PERFORMANCE
COACHING
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III
BEST PRACTICE IN
PERFORMANCE
COACHING
A Handbook for Leaders, Coaches,
HR Professionals and Organizations
Carol Wilson
London and Philadelphia
IV
Publisher’s note
Every possible effort has been made to ensure that the information contained in this book
is accurate at the time of going to press, and the publisher and author cannot accept
responsibility for any errors or omissions, however caused. No responsibility for loss or
damage occasioned to any person acting, or refraining from action, as a result of the
material in this publication can be accepted by the publisher or the author.
First published in Great Britain and the United States in 2007 by Kogan Page Limited
Apart from any fair dealing for the purposes of research or private study, or criticism or
review, as permitted under the Copyright, Designs and Patents Act 1988, this publication
may only be reproduced, stored or transmitted, in any form or by any means, with the prior
permission in writing of the publishers, or in the case of reprographic reproduction in accor-
dance with the terms and licences issued by the CLA. Enquiries concerning reproduction
outside these terms should be sent to the publisher at the undermentioned addresses:
120 Pentonville Road 525 South 4th Street, #241
London N1 9JN Philadelphia PA19147
United Kingdom USA
www.kogan-page.co.uk
© Carol Wilson, 2007
The right of Carol Wilson to be identified as the author of this work has been asserted by
her in accordance with the Copyright, Designs and Patents Act 1988.
ISBN 978 0 7494 5082 3
British Library Cataloguing-in-Publication Data
ACIPrecord for this book is available from the British Library.
Library of Congress Cataloging-in-Publication Data
Wilson, Carol.
Best practice in performance coaching : a handbook for leaders, coaches, HR
professionals, and organizations / Carol Wilson.
p. cm.
Includes index.
ISBN-13: 978-0-7494-5082-3
ISBN-10: 0-7494-5082-7
1. Employees--Coaching of. 2. Performance. 3. Mentoring inbusiness. I. Title.
HF5549.5.C53W55 2007
658.3'124--dc22 2007022193
Typeset by Saxon Graphics Ltd, Derby
Printed and bound in Great Britain by MPG Books Ltd, Bodmin, Cornwall
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For my parents who believed I could do anything,
and my sister who saw only the best in everyone.
With loving thanks for the support of my husband
Paul Tabley.
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Contents
Foreword by Sir John Whitmore xi
Foreword by Sir Richard Branson xiii
Acknowledgements xv
Introduction 1
Part I Fundamentals 5
The how, who, when and where of coaching for performance and
good leadership
1 What is coaching? 7
The history of coaching 7; The seven principles of coaching 10; The
contrast between coaching and related fields 13; Acoaching culture
at work: the Virgin empire 17; Creating a coaching culture 18
2 Coaching techniques 20
Listening 20; Questioning 22; Clarifying, reflecting and using
intuition 25; Permission 28; Giving and receiving feedback 28
3 Coaching models 32
EQ 33; GROW35; EXACT42
4 Structure 50
The coaching series 50; Length of sessions 51; Early termination and
cancellation 52; The introductory session 53; Goal setting 54; Second
session: strategic planning 56; Intermediate sessions 60; Final session 62;
Structure within a session 63
viii CONTENTS
5 Training as a coach 68
Who can become a coach? 68; Levels of mastery in coaching 69;
Choosing a training school 71; Style of the training 73; Coaching and
training for organizations 74; Assessment and accreditation 74
6 Running a professional coaching practice 78
Marketing 78; Finding corporate clients 81; Internet marketing 82;
Closing the deal 84; Terms of payment 85; What to charge 85;
Paperwork 87; Niche coaching 88; Professionalism 88; Mentoring
and supervision 88; Ethics 89
7 How to create a coaching culture in organizations 92
Who can be coached in the workplace? 92; Confidentiality in the
workplace 93; Informal coaching in the workplace 94; Uses for
coaching skills in the workplace 94; The purpose of workplace coach
training 95; Measurement in workplace coaching 96; Coaching
across cultures 97; Creating a coaching culture in the workplace 99;
Conclusion 103
Part II Advanced coaching 107
Tools, models and international case histories
8 Coaching tools 109
Transpersonal coaching 110; David Grove’s clean language,
metaphor and emergent knowledge 111; The talking stick 115; The
change curve and the four-room apartment 115; Transactional
analysis 117; Values questionnaire 118; Cultural transformation tools
(CTT) 121; Systemic coaching 122; Appreciative inquiry 123; The
Myers Briggs Type Indicator (MBTI) 124; 360-degree feedback 126;
Neuro linguistic programming 127; Body language 129; Coaching by
telephone 130; Other models 130; The role of the coach in the organi-
zational hierarchy 131; An organizational hierarchy of needs 131;
How people and organizations change 134; The relationship between
the component parts of coaching 134
9 Case histories 137
Delegation and responsibility 138; Coach training at the NHS 139;
Evaluating coaching at OFGEM 140; Career development in corpo-
rate finance 144; Building confidence and self-esteem 147; Creating
an in-house coaching service at the BBC 149; From Beijing to
Belgium: coaching the global nomad 154; From Macedonia:
increasing sales through the HRDF Project 164; From California,
CONTENTS IX
USA: career coaching an environmental scientist 170; From
Australia: management development at Orica 173; From Abu Dhabi:
corporate coaching in the United Arab Emirates 177; From Australia:
leading for performance; building a values-driven organization in IT
services 182; From Japan: management styles and succession plan-
ning 185; Moral dilemmas and coaching challenges 190; Coaching
for Performance ROI 202
Appendix A: Awareness questions 205
Appendix B: Worksheets 210
Appendix C: Sample coaching agreements 216
Appendix D: Coaching evaluation 219
Resources 223
About the author 228
Index 231