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"Selecting a coach is different from other decisions you must make as a performance improvement professional. This Infoline not only provides practical guidance you can use as you select a coach, but helps you decide if hiring a coach is the right intervention for the organization or individual. This issue outlines the roles and competencies of a coach, what to expect during a coaching session, tips on how and when the coaching is delivered."

""Coaching, counseling, and mentoring can dramatically improve employee productivity and satisfaction. But there’s a big difference between continuously encouraging employees to do their jobs well (coaching), attempting to fix poor performance (counseling), and helping top performers excel (mentoring)."

"The skills needed to conduct all types of business interviews and ensure legal compliance. Here is the book that can turn non-interviewers into good interviewers?and good interviewers into great interviewers. Whether you're a general manager or human resources specialist, the fact is that you do some interviewing (formally or informally) virtually every day. This book will help you sharpen such skills as open-ended questioning, active listening, and reading body language?all essential in a variety of management situations. You?ll learn to apply these techniques to 12 types of business interviews, from hiring and coaching to assessment and termination. You?ll even gain practice in dealing with interviewees who are nervous, aggressive, overly talkative, evasive, or otherwise challenging. "Which questions can and can't I ask? How should I document an interview?" Because such concerns can trip up even the most experienced business interviewer, you?ll find clear guidance on key legal issues and specific do's and do not's dictated by current legislation. Managers will also appreciate the wealth of real-life dialogs that highlight this broad-based and highly useful course. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy."

"Knock your socks off service doesn't just happen. It requires coaching on an ongoing basis. Now, thanks to authors Kristin Anderson and Ron Zemke, supervisors have a practical guide to the day-to-day challenges that arise in training superior customer service people. This newest Knock Your Socks Off book explains how to help frontline employees hone their skills, maintain the motivation to perform, and meet new situations head-on. The authors present a model for successfully coaching anyone, anywhere, and they show readers how to apply it in familiar coaching situations. Everyone can appreciate Zemke and Anderson's strategies for handling the toughest coaching problems. And they will learn a most important new skill- teaching employees to be peer coaches, a growing need in the current era of teams and of doing more with less."