Coaching, Counseling and Mentoring: How to Choose and Use the Right Technique to Boost Employee Performance, 2d ed

AORN Journal, April, 2008 by Richard G. Cuming

Coaching, Counseling and Mentoring: How to Choose and Use the Right Technique to Boost Employee Performance

2nd edition

Florence M. Stone

2007, 240 pages

$24.95 hardcover

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Based on the premise that employee performance can be enhanced by the proper use of coaching, counseling, or mentoring by skilled managers, this book offers a structured presentation of all three skills as well as real life examples of how to apply each technique. The author provides practical tools and insights useful to both the novice and experienced manager. These tools are intended to improve employee performance when applied properly and at the appropriate time.

The book is presented in three sections with one section devoted to each of the three skills. The first chapter of each section provides an overview of the managerial function and is followed by a more focused application of techniques and scripts that can be used when interacting with employees. Each chapter concludes with a discussion of traps and pitfalls to avoid.

The first section describes coaching as the process of helping people develop and improve their skills. Coaching is an important managerial responsibility that managers often say they do not have time to participate in. Good coaches are usually noticed by their superiors, however, and receive more opportunity for advancement than those managers who do not develop coaching skills. Coaches have a set of responsibilities that include

* acting as a role model,

* hiring the best,

* creating the right climate,

* clarifying expectations and providing feedback,

* using performance appraisal as a tool for development,

* providing training and resources, and

* praising.

Good coaches also motivate employees to meet "stretch goals," which are goals that provide employees with a greater challenge to meet than their usual goals. The first section concludes by stating the coaching traps managers need to avoid. These include hiring the wrong people, failing to follow up, and not recognizing improvement.

Counseling, defined as working to help poor or underperforming employees improve, is detailed in the second section. The author explains that effective and well-documented counseling is important for two reasons--either to improve performance or to serve as support and possible evidence for subsequent termination if the employee fails to improve. Managers frequently identify counseling as a task that they have trouble implementing. This section provides guidance to help managers successfully navigate the counseling experience. It also provides a five-step counseling model that includes

* winning the employee's agreement that change is needed,

* identifying the problem,

* agreeing to specific actions the employee will take,

* providing regular follow-up, and

* recognizing improvements. Counseling pitfalls that managers should avoid include accepting poor performance, failing to get the message across, and inadequately preparing for the counseling meeting, among others.

The third and final section of the book discusses mentoring. Mentoring, whether in a formal or informal program, helps the mentee advance while helping the mentor develop and improve both coaching and counseling skills. According to the author, mentors function as role models, brokers, cheerleaders, and sponsors. The author presents easy-to-use techniques and tips to help both the mentor and mentee establish and maintain a meaningful and successful relationship. Traps to avoid in a mentoring relationship include personality conflicts, unrealistic expectations, and unrealistic developmental goals.

This book is an excellent resource for everyone responsible for employee development, whether they are a novice or experienced manager. It is well written, well organized, and easy to read. It offers reference-like organization and can be used as a quick, "refresher" immediately before a meeting with an employee. I will keep a copy of this book on my office shelf for such occasions.

This book is available from AMACOM, 1601 Broadway, New York, NY, 10019.

RICHARD G. CUMING

RN, MSN, CNOR, CNAA

DIRECTOR PERIOPERATIVE SERVICES

INTERIM DIRECTOR CARDIOVASCULAR SERVICE

JACKSON MEMORIAL HOSPITAL

MIAMI, FL