I’ve read a lot of books.

 Some with interesting methods for improvement in business or self.

When I find a book that you should read, I’ll share.

Here is one.

The Manager’s Coaching Handbook

David Cotrell and Mark Layton

This wonderful book has been a part of my life and many of my client’s life since it was written in 2002.

David Cotrell and Mark Layton have fashioned a series of thought process’s which while focused on ‘Improving Employee Performance’ is a superb personal tool to use in our everyday encounter with any communication failure.

The central theme reflects the quotation by the king of writers regarding success – Napoleon Hill. “It is literally true that you can succeed best and quickest by helping others to succeed.”

For me the most valuable insight offered is the ‘Climate Check Questions’.

What do you do when someone is not meeting your expectations?

First, you should check to see if you have done your part. Before you say anything to the person ask yourself:

  1. Are my expectations crystal clear?
  • Are my expectations reasonable and fair?
  • Have they received adequate training to do the job properly?
  • Do they understand WHY it’s important to do the job correctly?
  • Am I holding the accountable for their performance? Are there appropriate and consistent consequences for non-performance?
  • Do I consistently recognize and reward positive performance?
  • Have I given them the freedom to be successful?
  • Are they facing any obstacles to performing as desired?

When you answer all eight questions in the affirmative then you need to meet with the other person for a ‘Performance improvement session’. The book has an excellent three step approach to facilitating that session.

Delinda McMaster, office manager, of Master Block in El Mirage, Arizona one told me that in two years she never got past question # 1. She would ask the person “What do think I expect you to do in this circumstance”. The response would floor her, and she would go back to square one.

I am convinced that being ‘Crystal Clear’ is an opportunity many of us could improve upon.

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