| Whether you counsel someone now, or hope to | | | | - Seek a commitment to quality and performance |
| in the future, this article will outline the tendencies | | | | from each individual. |
| of a competent coach and help you create an | | | | - Provide support for all employees even when |
| action plan for becoming an even better coach. | | | | performance is not up to expectations. |
| Characteristics of a Good Coach | | | | - Remain poised and positive under stress. |
| There's no formula for masterful coaching. It calls | | | | - Manage their time and responsibilities well. |
| as much for intuition as for technique. What | | | | Strong coaches also help their employees to: |
| works with one agent may not work with | | | | - Understand and appreciate|Be aware |
| another, and what works in one case may not | | | | of|Recognize] their strengths and weaknesses. |
| work in the next. But there are several | | | | - Frame goals. |
| characteristics that successful coaches have in | | | | - Track their own progress. |
| common. These coaches | | | | - Identify problems. |
| - Give clear, complete instructions. | | | | - Find answers. |
| - Let representatives know how they're doing. | | | | - Heighten their knowledge of the industry and |
| - Give credit when credit is due. | | | | customer base. |
| - Give effectivefeedback when reps make | | | | - Reach their full potential. How Do You Stack Up? |
| mistakes | | | | Although you may be pretty good at some of |
| - Are accessible. | | | | these areas, you can master each and every one |
| - Make time to share what they know. | | | | of these attributes. |
| - Maximize and maintain free and easy | | | | Activity |
| relationships with staff. | | | | Grab a sheet of paper or open a new document |
| - Make sure expectations make sense and are | | | | on your computer. Make three columns. Label the |
| fair for all | | | | firstcolumn, "Back to School," the middle column, |
| - Model a high standard. | | | | "Ups and Downs," and the third column, "Super |
| - Encourage high productivity. | | | | Star." Read through the lists above and enter |
| - Maintain a sense of humor. | | | | each characteristic into the appropriate column. |