Caring and Compassion Coaching Guide, Training and Books

Coaching GuideTo exhibit kindness and concern with residents, co-workers, guests and/or clients, and to exhibit fair treatment to all people and shows a willingness to give others support, the benefit of the doubt and opportunities:

Observe people who you consider compassionate and model their behavior.Treat all people fairly and with respect.Try to imagine how you would feel in another’s situation and respond to the person from that perspective.Listen quietly, nod, and maintain eye contact to show you are listening and understanding.Summarize what the person is saying to exhibit your understanding.Let people say what’s on their minds without being judgmental.Offer advice only when asked.Refer person to a suitable source for help with their problems.Be sensitive to other’s causes and passions.Avoid arguing if emotions are involved.If attacked for not being compassionate, rephrase it as an attack on the problem or issue.Work at controlling your emotions in tense situations. Use stalling tactics (drink of water, taking notes) when becoming emotionally involved.Interfere, when appropriate, to help resolve conflicts between others. Consider subscribing to a popular magazine such as Psychology Today to broaden your understanding of people.Analyze why you are more sensitive to one person over another, i.e., age, gender, race.Learn about three or four important facts about people you relate to on a daily basis.Take time to understand people and their work problems. Express an interest in personal lives.Be honest and up-front in all your relationships.

TrainingHow to Deal With Difficult People (CareerTrack 1-800-334-6740 #10015 $59.95) – 4 audiocasssettesHow to Manage Conflict, Anger & Emotion (CareerTrack #12841A $59.95) – 6 audiocassettes & workbook; (#14300V $199.95) – 3-volume video setPowerful Listening Skills (CareerTrack #16300V $199.95) – Video The Human Diversity Workshop (HRD Press 1-800-822-2801 #HDW $149.95) – Instructor’s guide and participant workbook with handouts, etc.21 Ways to Defuse Anger and Calm People Down (CareerTrack #10293 $59.95) – 4 audiocassettes & workbook; (#20952 $149.95) – 2-volume video set & workbook

Books Bramson, Robert M. Coping With Difficult People. Doubleday, 1981. Brehoney, Kathleen A. Ordinary Grace – An Examination of the Roots of Compassion, Altruism, and Empathy. New York: Riverhead Books, 1999.Brounstein, Marty. Handling the Difficult Employee. Crisp Publications. Inc. 1993. Canfield, Jack and Jacqueline Miller. Heart at Work: Stories and Strategies for Building Self-Esteem and Reawakening the Soul at Work. McGraw-Hill, 1996.Decenzo, David A., O’Neil, Sharon. Human Relations: Personal and Professional Development. New York: Prentice Hall, 1996.Hart, Lois B. Dealing with Conflict. MA: HRD Press #MPGDC $8.95.Noer, David M. Healing the Wounds. San Francisco: Jossey-Bass, 1993.Shaffer, C.R. & Amundsen, K. Creating Community Anywhere: Finding Support and Connection in a Fragmented World. New York: Putnam, 1993. Thomas, R. Roosevelt. Building a House for Diversity. New York: AMACOM, 2000.Wuthnow, Robert. Acts of Compassion – Caring for Others and Helping Ourselves. Princeton, NJ: Princeton University Press, 1991.

Communication / ListeningCoaching Guide, Training and Books

Coaching Guide

To be able to convey ideas and concepts clearly and concisely both orally and in written formats to stakeholders. To be able to focus on the speaker’s message and respond appropriately:

Provide vehicles for others to voice their opinions.Keep all communications clear and concise.Adjust words/terminology to assure audience understanding.Ask clear questions using oral and/or other methods of communication.Attend to communications received from others. Follow-up on ideas and continuously encourage idea generation without retribution.Help others to sense urgency through daily updates via memos, e-mail, or other sources of communication.Communicate detailed or lengthy ideas in concise terms orally or through other methods of communication.Explain complex ideas at a level appropriate to the audience.Provide clear instructions or information to others orally or through other methods of communication.Use appropriate non-verbal communication (eye contact, gestures, posture). For the purpose of informal communication, hold monthly breakfast meetings that have no agenda.Document in writing employee achievements, shortcomings, or suggested areas for improvement and share with the employee.Talk with peers or people in other departments about “communication breakdowns.” Devise ways to avoid them.Seek opportunities to give speeches through community or service organizations.Make formal presentations on proposals, customer/employee concerns, etc.Study a new trend/technique and present to others.Teach a course or workshop.Direct your attention to the speaker. Avoid taking telephone calls or sifting through mail when talking to others.When confronted with a position with which you disagree, force yourself not to respond. Continue to listen and don’t begin formulating your response before the speaker has finished.Avoid thinking about what you are going to say next when another person is speaking.Listen for the total message and try to view the speaker’s thoughts and ideas from his/her perspective.Pay attention to the speaker’s nonverbal messages. Body language such as facial expressions and hand gestures convey part of the message.Maintain eye contract when someone is speaking with you.Your body language should convey interest in and concentration on the speaker’s message, e.g., leaning forward, moving from behind a desk, etc.Even if you think you know where a message is going, avoid finishing sentences for others.Use acknowledgement responses such as a nod to show understanding of the message.Paraphrase what the speaker has said to ensure your understanding of the message.Listen more than you speak in casual conversations.

Communication / Listening .. continued Coaching Guide, Training and Books

TrainingAssertive Communication Skills for Professionals (CareerTrack 1-800-334-6780 #10279 $59.95) -- audiocassettes & 29 page workbook; (#20690 $149.95) – 4-volume video set & workbook50 One-Minute Tips to Better Communication (Crisp #COA343-3 $24.95) – Self-study audio and book; (Crisp #COA338-7 $149) – Self-study video, audio and book; (#COA-COMM-CD $199) – CD-ROM, audio, book and user’s guideGiving and Receiving Feedback (Crisp #COA509-6 $24.95) – Self-study audio & book; (#COA506-1 $149) – Self-study video, audio & book;Interpersonal Communication Skills (CareerTrack #345CD $79.95) – CD-ROM; (#10284 $59.95) -- 4 audiocassettes & workbookThe 9 Deadliest Sins of Communication (CareerTrack #10320 $59.95) – 4-audio cassettePower Talking Skills (CareerTrack #50218 $79.95) – 6 audiocassettes, workbook, reference card ;(#60426 $79.95) – 1-volume video, workbook, reference card

BooksCialdini, R.B., Influence: The Psychology of Persuasion. Quill, 1993.Daniels-Booher, Dianna. Communicate with Confidence: How to Say It Right the First Time and Every Time. New York: McGraw-Hill, 1994.Decker, Bert. The Art of Communicating: Achieving Interpersonal Impact in Business. Crisp 1-800-442-7477 #COA409-X (revised edition) $12.95.Dilenschneider, Robert L. A Briefing for Leaders: Communication as the Ultimate Exercise of Power. New York: HarperBusiness, 1992.Elgin, Suzette Haden. BusinessSpeak: Using the Gentle Art of Verbal Persuasion to Get What You Want at Work.. New York: McGraw-Hill, 1995.Hathaway, Patti. Giving and Receiving Feedback. Crisp #COA430-8 $12.95.Kaplan, Burton. Strategic Communication: The Art of Making Your Ideas Their Ideas. New York: HarperBusiness, 1991.Kennedy, Grace & Ida Ramirez. Business and Management Communication: A Guide Book. New York: Prentice Hall, 1996.Linver, Sandy. The Leader’s Edge: How to Use Communication to Grow Your Business and Yourself. New York: Simon & Schuster, 1994.McCallister, Dr. Linda. Say What You Mean, Get What You Want. New York: John Wiley & Sons, Inc., 1992.McCormack, Mark H. On Communicating. Los Angeles: Dove Books, 1998.Nothstine, William L. Influencing Others. Crisp #COA84-X $12.95.Olderman, Raymond M. 10 Minute Guide to Business Communication. New York: MacMillan, 1997.Tannen, Deborah. Talking from 9 to 5. William Morrow & Co., 1994.

Financial ResponsibilityCoaching Guide, Training and Books

Coaching GuideTo use the financial resources of the agency in a budget-conscious, conservative manner and to actively seek to improve the agency’s financial strength and value:

Understand the financial condition/goals of the agency.Understand the fiscal year budget of the agency and your department/work site.Ask for clarification when needed.Ask your supervisors and/or co-workers what you can do to contribute to the financial goals of the agency.Seek training in understanding financial matters.Spend money conservatively.Spend money as if you are spending your own.

TrainingBeyond the Basics: Intermediate Finance and Accounting for Non-financial Managers (American Management Association self-study course 1-800-714-6395) – Self studyFinance and Accounting for Project Management (American Management Association self-study course 1-800-714-6395) – Self study course Finance and Accounting for Non-Financial Managers (American Management Association self study course) – Audio Cassette/WorkbookFinance & Accounting for Non-Financial Managers (CareerTrack 1-800-334-6780 #17940A $59.95) – 6 audiocassettes & workbookFundamentals of Finance for Non-financial Managers (American Management Association interactive course) – CD-ROM self study available from CRM Learning 1-800-421-0833 $295How to Develop & Administer a Budget (CareerTrack #14640V $149.95) – 3-volume video setPractical Budgeting Skills for Managers (CareerTrack #353CD $79.95) – CD-ROM

BooksDickey, Terry. The Basics of Budgeting. Crisp #COA134-1 $12.95 (1-800-442-7477)Gill, James O. Understanding Financial Statements. Crisp #COA425-1 $12.95 (1-800-442-7477)Gill, James O. Financial Analysis: The Next Step. Crisp #COB132-5 $12.95.Ivancic, Cathy. Open-Book Management . Crisp #COA447-2 $12.95 (1-800-442-7477)

Customer ServiceCoaching Guide, Training and Books

TrainingAdvancing Your Service Expertise (SkillSoft) – E-learningBuilding a Customer Driven Organization: The Manager’s Role (CareerTrack) – VideoCreating a Customer-First Culture (CareerTrack #21376 $399.95) – 7-volume video set & workbookCustomer Satisfaction (Crisp #COA091-4 $395) – Group video, leader’s guide & 5 booksExceeding Customer Expectations (SkillSoft) – E-learningExceptional Customer Service (CareerTrack #10431A $59.95) – 6 audiocassettes & workbooks(#12661V $199.95) – 3-volume video setFundamentals of Exceptional Customer Service (SkillSoft) – E-learningQuality Customer Service (Crisp #COA369-7 $24.95) – Self-study audio & book(#COA368-9 $149) – Self-study video, audio & book; (#COA231-3 $395) – Group video, guide & 5 booksMeasuring Customer Satisfaction (Crisp #COA298-4 $295) – Group video, leader’s guide, 5 books

BooksAlbrecht, Karl. The Only Thing That Matters. New York: HarperCollins, 1992.Anderson, Kirsten & Ron Zemke. Delivering Knock Your Socks Off Service. New York: AMACOM, 1998.Barlow, Janelle & Claus Muller. A Complaint Is A Gift: Using Customer Feedback As A Strategic Tool. Berrett-Kohler, 1996.Cannie, Joan Koob. Turning Lost Customers into Gold. New York: AMACOM, 1994Connellan, Thomas K. & Ron Zemke. Sustaining Knock Your Socks Off Service. New York: AMACOM, 1993.Deesatnick, R.L., Detzel, D.H. Managing to Keep the Customer. CA: Jossey-Bass, 1993.Everson, Renee. Customer Service 101: Basic Lessons to Be Your Best. Bull’s Eye Publishing, 1997.Finch, Lloyd. Twenty Ways to Improve Customer Service. Crisp #COA246-1 $14.95Gallagher, Richard S. Smile Training Isn’t Enough: The Three Secrets of Excellent Customer Service. New York: Oasis Press.Gerson, Richard F. Beyond Customer Service. Crisp #COA461-8 (revised edition) $12.95Gerson, Richard F. Measuring Customer Satisfaction. Crisp #COA178-3 $12.95Martin, William B. Quality Customer Service. Crisp #COA203-8 (revised edition) $12.95 Martin, William B. Managing Quality Customer Service. Crisp #COA83-1 $12.95Scott, Dru. Customer Satisfaction. Crisp #COA084-1 (revised edition) $12.95Wiersema, F. Customer Intimacy. Knowledge Exchange, 1998.

Bailey, Keith and Leland, Karen, Customer Service for Dummies. Wiley Publishing, 1999Carlaw, Peggy and Deming, Vasudha. The Big Book of Customer Service Training Games. McGraw-Hill, 1999Cottrell, David and Reed, David, Monday Morning Customer Service. Cornerstone Leadership Institute, 2004 Doane, Darryl and Sloat, Rose. 50 Activities for Achieving Excellent Customer Service. HRD Press, 2003Snow, Dennis and Yanovitch, Teri. Unleashing Excellence. DCPress, 2003

TrainingCharthouse Learning, FISH Video. 1998Tschohl, John. Effective Questioning and Listening, Service Quality Institute, 2000

Integrity and TrustCoaching Guide, Training and Books

Coaching GuideTo demonstrate honesty and candidness in personal and business relationships:Practice presenting clear statements that you are prepared to defend with trusted people. State your case without hesitation.Don’t promise something you can’t deliver.Don’t stretch the truth or embellish for the sake of sounding more convincing or smarter.Keep personal information confidential. Ask if information is confidential.Don’t agree too quickly to keep performance/ethical/legal matters confidential. Let the person know that you may not keep the confidence if it involves ethics or legal matters.Don’t take advantage of friendships in the agency to get information or favors that you would not ask of other employees.Admit your mistakes early and inform everyone affected what could occur because of the errors. Take personal responsibility for mistakes.Don’t attempt to avoid conflict or disagreement by changing your opinion or stating your convictions differently.Make the effort to find out from all people with whom you interact what they want and need to know and try to comply.Sometimes you need to blow the whistle. Say what needs to be said to the right person in a timely, direct, straightforward way.Try to keep commitments and respond to others in a timely fashion. If you have betrayed trust or not followed through on commitments, apologize to people that you have affected and set up a course for improving your behavior. Ask for feedback.

BooksBadaracco, Joseph L. Defining Moments: When Managers Must Choose Between Right and Right. MA: Harvard Business School Press, 1997.Chambers, Harry E. No Fear Management: Rebuilding Trust, Performance and Commitment in the New American Workplace. Boca Raton, FL: St. Lucie Press, 1998.Childs, James Jr. Ethics in Business: Faith at Work. Fortess Press, 1995.Harvey. Eric and Alexander Lucia. 144 Ways to Walk the Talk. Performance Publishing Co. Lynn, Adele B. In Search of Honor: Lessons from Workers on How to Build Trust. Bajor House, 1998.Marshall, Edward M. Building Trust at the Speed of Change. New York: AMACOM, 1999.Maddux, Robert B. Ethics in Business. Crisp #COA69-6 $12.95Reina, Dennis S. & Michelle L. Reina. Trust and Betrayal in the Workplace. Berrett Koehler, 1999.Shaw, Robert Bruce. Trust in the Balance-Building Successful Organizations on Results, Integrity, and Concern. San Francisco: Jossey-Bass, 1997.Shaw, William H. Business Ethics. Wadsworth Publishing, 1996.Shurtleff, M. Building Trust. Crisp Publications #COA514-2 $12.95Sonnenberg, Frank K. Managing With a Conscience- How to Improve Performance through Integrity, Trust and Commitment. New York: McGraw-Hill, 1994.Weiss, Donald H. Fair, Square & Legal. New York: AMACOM #0531CHPM $29.95Wolfe, Rebecca L. Office Policies: Positive Results from Fair Practices. Crisp Publishing, 1997.Zand, Dale E. The Leadership Tridad-Knowledge, Trust and Power . New York: Oxford University Press, 1997.

Job Skills and Functional KnowledgeCoaching Guide, Training and Books

Coaching GuideTo possess skills, tools, techniques and knowledge to function successfully and safely in one’s job:Find a mentor who possesses the technical/functional skills you need and ask them to help you grow in your career.Join professional associations in your area of expertise and attend workshops and conferences.Purchase and read thoroughly the “bible” in your area of technical expertise. Subscribe to journals in your area of expertise.Identify leaders in your functional area and read their books and articles and attend their lectures.Offer to test new and emerging trends in your area.Become involved in study groups for new, different, or emerging trends.Teach others to develop job-related skills.Join a team of people whose job expertise is significantly deeper or broader than yours.

Work with others in a different discipline or functional specialty to broaden your scope of knowledgeSeek out projects or assignments involving significant problem solving challenges in your functional area.Read all regulations and policies/procedures that pertain to fire and safety regulations.Review any required safety documents and understand how to accurately complete any needed forms.Attend fire and safety training that is offered.Participate in safety committee meetings, focus groups, etc.Brainstorm safety issues with peers and direct reports.

TrainingHealth and Safety Awareness by Phil Lowe and Kim Kennedy ($299 available through Amazon.com) – one day workshop packageOSHA Safety Training Programs (1-800-205-1050, $20 per lesson plan) – Complete lesson plans for many safety topics Safety Matters (Irwin Siegel Agency, 1994) – Video tape

BooksEpstein, Seymour, Ph.D. with Archie Brodsky. You’re Smarter Than Your Think – How to Develop Your Practical Intelligence for Success in Living. New York: Simon & Schuster, 1993.Fanning, Fred. Basic Safety Administration: A Handbook for the Non-Safety Professional. American Society of Safety Engineers, 1997.Finch, William H. III. Pocket Digest of OSHA Standards. Occupational Safety Consultants, 1998.Handel, Kathleen and Elizabeth H. Dole. The American Red Cross First Aid and Safety Handbook. Little Brown & Co., 1992.Michaud, Patrick A. Accident Prevention and OSHA Compliance. Lewis Publications, 1995.Miller, Dolly. Official OSHA Safety Handbook. J.J. Keller & Associates, 1998.Schneid, Thomas D. Creative Safety Solutions. Lewis Publications, 1998.Tobin, Daniel R. Transformational Learning – Renewing Your Company Through Knowledge and Skills. New York: John Wiley & Sons, 1996.

LeadershipCoaching Guide, Training and Books

Coaching GuideTo motivate and guide others to achieve the agency’s mission and goals as well as personal and career goals for themselves and others:

Support the agency’s mission and vision through your daily work.Build relationships by getting involved with your direct reports enough to understand their feelings about their work, successes, obstacles, and desired development.Try to understand each person’s need for stroking, encouragement, challenge, or independence. Adapt your interactions to suit individual needs.Establish an atmosphere where people are comfortable expressing their ideas and trying new ways of accomplishing tasks.Provide people with the resources, information, and authority to get their jobs done.Seek to understand the big picture so that you can make informed decisions, champion meaningful initiatives, and optimally perform your job.Develop a personal mission statement. What do you want to accomplish? Where do you want to be in the future?Develop a vision for your area of responsibility. Align this vision with company goals and modify your vision with input from co-workers and/or direct reports and relevant

others.Practice communicating the agency’s vision to others.Learn about your industry, market, competitors, and the inner workings of Ken-Crest.Utilize training opportunities. Enhance yourself by reading for pleasure, reading newspapers, and searching the Web.Keep an “idea pad” handy to capture ideas as they come to you. “Play” the ideas off co-workers.Surround yourself with people from other functional areas.Develop scenarios for yourself and others about what you will be doing in five years. Communicate this to your supervisor and ask for support.

Training7 Habits of Highly Effective People (Stephen R. Covey) – audiocassettes & workbook 7 Skills for Emerging Leaders (CareerTrack #10335 $59.95) – 4 audiocassettes18 Training Workshops for Leadership Development by Peter Villers (McGraw-Hill, 1996 $129.95 ) – activities, overhead transparency mastersBe Prepared to Lead: Applied Leadership Skills for Business Managers (Kantola Videos $89.95) – video w/study guide, instructor manual available @$17.95 Handbook of Leadership Training Activities: 50 One-Hour Designs by Dennis Kinlaw (McGraw-Hill,1997 $99.95) – audiocassette and bookHigh-Impact Leadership (CareerTrack #10096 $59.95) – 4 audiocassettes Preparing the Future Leader (HRD Press #LQ $199.95) – Instructor’s guide w/lesson plans and activitiesSituational Leadership, Dr. Paul Hersey (HRD Press #SLIP Into pkg. $39.95) – Instruments, handouts & book4-Dimensional Leadership (CareerTrack #341CD $79.95) – CD-ROM

BooksChapman, Elwood N. Learning to Lead. Crisp #COA043-4 $12.95Conger, Jay A., Gretchen M. Spreitzer & Edward E. Lawler, editors. The Leader’s Change Handbook: An Essential Guide to Setting Direction and Taking Action. San Francisco, Ca: Jossey-Bass, 1999.Covey, Stephen R. Principle Centered Leadership. Fireside, 1992.Covey, Stephen R. The Seven Habits of Highly Effective People. NY: Simon & Schuster, 2000.Kotter, John. John P. Kotter on What Leaders Really Do. Boston: Harvard Business School Press, 1999.Dell, Twyla. Motivating at Work. Crisp (revised edition) #COA201-1 $12.95.Fournies, Ferdinand F. Coaching for Improved Work Performance. Liberty Hall Press, 1987.

Leadership… continued Coaching Guide, Training and Books

Frigon, Normand L., Harry K. Jackson & Adrienne Hickey. The Leader: Developing the Skills & Personal Qualities You Need to Lead Effectively. New York: AMACOM, 1996.Guggenheim, Pat. Understanding Leadership Competencies. Crisp #COA497-9 $12.95Hanks, Kurt. Motivating People. Crisp #COA085-X $14.95.Kouzes, James M. & Barry Z. Posner. The Leadership Challenge: How to Get Extraordinary Things Done in Organizations. CA: Jossey-Bass, 1996.Nelson, Bob. 1001 Ways to Energize Employees. Workman Publishing, 1997. Nelson, Bob. 1001 Ways to Reward Employees. Workman Publishing, 1994. Scholtes, Peter R. The Leader’s Handbook: Making Things Happen, Getting Things Done. NY: McGraw-Hill, 1998.Scott, Cynthia; Jaffe, Dennis T. & Tobe, Glenn. Organizational Vision, Values and Mission. Crisp #COA210-0 $12.95.Stark, Peter & Jane Flaherty. Leadership Skills. MA: HRD Press #MPGLS $8.95.Stark, Peter & Jane Flaherty. The Competent Leader. MA: HRD Press #CL2 $34.95.Thornton, Paul B. Be the Leader; Make the Difference: The 3C Leadership Model. Griffin Publishing, 2000.Wadsworth, Walter J. The Agile Manager’s Guide to Leadership. Velocity Publishing, 1998. Wenderlich, Raymond L. The ABCs of Successful Leadership: Proven, Practical Attitudes, Behaviors & Concepts Based on Core Values That Result in Successful Leadership. Success Builders, Inc., 1997.

Outcome OrientationCoaching Guide, Training and Books

Coaching Guide

To continuously demonstrate a commitment to excellence by delivering measurable results consistent with or exceeding expectations:Ascertain the expected results for projects. Determine how your efforts will be measured.Don’t put off getting started on a project. Do about 10% in order to gauge length of the task.Don’t overanalyze a project before starting. Just get enough information to get started.Take calculated risks and don’t be turned off by small setbacks or failures.Prioritize your work based on most urgent projects and help others to set up a list of priorities.Seek the expertise of others.Set goals for yourself and others that are challenging but attainable.Set clear milestones and target dates for yourself and others.Accelerate your actions and encourage timeliness and speed in others.Be a role model for urgency, commitment, and persistence.Help others correct mistakes quickly and seek help in correcting your mistakes.Take the initiative in satisfying customer delivery and be a role model for customer satisfaction.

TrainingAnalyze Your Use of Time (SkillSoft #PD0101) – E-learningHow to Get Things Done (CareerTrack #16700V $199.95) – 3-volume video setHow to Set and Achieve Goals (CareerTrack #10026 $59.95) – 4 audiocassettes; (#20387 $119.95) – 2-volume video setHow to Manage Multiple Projects & Meet Deadlines (CareerTrack 10511A $59.95) – 6 audiocassettes & workbookSet Goals and Prioritize Your Use of Time (SkillSoft #PD0102) – E-learning

Books Cox, Danny. There are No Limits: Breaking the Barriers in Personal High Performance. Career Press, 1998.Croft, Chris. Time Management. Thomson Learning (available through TrainSeek.com)Drucker, Peter F. Managing for Results. New York: HarperCollins, 1993.Drucker, Peter F. Managing for Results (sound recording). New York: AMACOM, 1993.Faust, Gerald W., Richard I. Lyles, Will Phillips. Responsible Managers Get Results. New York: AMACOM, 1998.Harrington, James H. High Performance Benchmarking. NY: McGraw-Hill, 1996.Haynes, Marion E. Practical Time Management. Crisp #COA018-3 $15.95 (revised).Haynes, Marion E. Project Management. Crisp $24.94.Joint Commission. Using Performance Improvement Tools in Health Care Settings, rev., 2000.Pecora, Peter J., Fotena A. Zirps, William Seeling. Quality Improvement and Evaluation in child and Family Services. Child Welfare League of America, 1997. Rouillard, L. Goals and Goal Setting. Crisp Publications #COA476-6.United Way of America. Measuring Program Outcomes: A Practical Approach. Available from the LLS QI Office.Waitley, Denis. The New Dynamics of Goal Setting: Flextaxtics for a Fast-Changing Future. William Morrow & Co. 1997.Williams, Paul B. Getting a Project Done on Time: Managing People, Time, and Results. New York: AMACOM, 1996.Wilson, Susan B. Goal Setting. New York: AMACOM, 1994.Wright, Robert J. Beyond Time Management: Business With Purpose. Butterworth-Heinemann, 1996.

Talent Assessment and DevelopmentCoaching Guide, Training and Books

Coaching GuideTo seek to identify own and others strengths and weaknesses and to be able to motivate self and others to develop core competencies, career plans and learning objectives:Create a climate that is risk accepting and encourages people to want to do their best.Understand and use the top motivators at work: 1 – job challenge; 2 – accomplishing something worthwhile; 3 – learning new things; 4 – personal development; 5 – autonomy. Therefore provide challenges, paint pictures of why this is worthwhile, create a common mindset, provide chances to learn and grow, and provide autonomy to reach most people.Assess and adjust behaviors based on core competencies. Provide feedback on leadership development, behaviors, and core competencies.Develop a plan to score high on core competencies and help others to identify ways to score high.Encourage self-monitoring and evaluation against job requirements and opportunities.Encourage people to think of opportunities within and beyond the company.Encourage the development of a career plan and learning goals. Encourage others to take control of their careers.Develop mentors and sponsors and encourage others to do the same.Expand your credentials through education, training, and self-development and encourage others to do the same.Have an exit strategy if your current job situation is not meeting your career goals.Determine how much guidance you and others need to successfully complete tasks.Express confidence in others’ ability to perform an activity.Help people repeat successful performance.Instruct and closely guide the activities of others. Explain the process to be used, show how it is done, and observe while learner performs process. Agree on actions and expected outcomes.Provide feedback about performance on a task or activity that is specific and objective.Develop a team approach and system for providing constructive feedback to each other.Seek suggestions from others about how they can improve their performance.Work with others to strengthen their performance in a particular area. Seek out role models for good coaching skills. Watch them in action or work together on a project to learn their techniques.

TrainingCoaching for Results: Skills-Based Workshop (HRD Press #CFR $99.95) – Leader’s guide, participant workbook, assessment, lesson plans, handouts.Cultivating Initiative in Your Staff (CareerTrack #10264 $29.95) -- 4 audiocassettes & workbook; (#20488 $199.95) – 2-volume video & workbookDeveloping Employees (HRD Press #DE $199.95) – Instructor’s guide with lesson plans and activities Empowering Employees (The Richardson Company 1-800-488-0319 #JWA019VV $99.95) – Video, audio, book Mentoring – Trainer’s Manual (CRM Learning 1-800-421-0833 $99.95) – Binder w/manual.Motivating People in Today’s Workplace (CareerTrack #10280 $59.95) – 4 audiocassettes & workbook; (#20630 $199.95) – 3-volume video, workbook, role-plays, interactive exercises.Self-Empowerment: How to Take Charge of Your Work Life (The Richardson Company 1-800-488-0319 #AMA049AA) -- 3 audio cassettes and workbook.The Complete Mentoring Program, Norman H. Cohen (HRD Press #CMP $349.95) – 10 copies of several guidesLencioni, Patrick. The Five Dysfunctions of a Team. Jossey-Boss, 2002

Team OrientationCoaching Guide, Training and Books

Coaching GuideTo actively participate in teams:Volunteer to facilitate team meetings. Ask for feedback about how team members felt about your interactions.Solicit and promote discussions among team members.Learn to hold back your own comments so that everyone has a chance to participate.Coach or participate in teams outside work, i.e., sports, politics, community service. Be involved with team members in establishing a common vision, goals, and measures.Be fair and to all team members.Be non-judgmental of all team members.Support a team climate of innovation and experimentation.Stand up and speak out when others’ ideas are cut off or undervalued.Share data and information openly among team members.Reinforce the objectives of the team while staying open to divergent suggestions and listening to concerns.Protect confidential information.Appreciate the strengths and weaknesses of team members and use them appropriately.Show genuine interest in others and sensitivity to team member needs.Treat all people with respect.Try to understand the perspectives of others.Work at controlling your emotions in tense situations.Seek to assist in resolving conflict.Never talk about other team members behind their backs.

TrainingAll Together Now! Lorraine L. Ukens (Pfeiffer 800-274-4434 $39.95) – Interactive games and activitiesCard Games for Developing Teams. Gayle Stuebe & Susan El-Shamy (HRD Press #CGDT $99.95Coaching a Winning Team (Kantola Videos $95) – VideoFoundations for Building Effective Teams (SkillSoft #TEAM0100) – E-learningHow to Lead Work Teams; 25 Activities for Teams; Teamwork from Start to Finish -- Fran Rees Team Trio (Pfieffer 800-274-4434 $74.95) – 3 books The Complete Guide to Teams (AMACOM #CGTPR $99.95) – Tools and resourcesTeamwork and Teamplay (Pfeiffer 800-274-4434 #G457-6AA $39.95) – games and activities for building and training teamsTeam Leadership (SkillSoft #TEAM0114) – E-learning

Team Orientation… continued Coaching Guide, Training and Books

BooksChang, Richard Y. Success Through Teamwork: A Practical Guide to Interpersonal Team Environment. New York AMACOM, 1995.Deeprose, Donna. The Team Coach: Vital New Skills for Supervisors & Managers in a Team Environment. New York: American Management Association, 1995.Katzenbach, Jon R. and Douglas K. Smith. The Wisdom of Teams. NY: Harperbusiness, 1994.Maddux, Robert B. Team Building: An Exercise in Leadership. Crisp #COA118-X $12.95Parker, Glenn M. Team Players and Teamwork. San Francisco: Jossey-Bass, 1990.Parker, Glenn M. No-Nonsense Teamwork. MA: HRD Press #NNT $29.95.Pope, Sarah. Team Sponsorship. MA: HRD Press #MPGTS $8.95.Scholtes, Peter R., Brian L. Joiner, Barbara J. Streibel. The Team Handbook. Oriel, 1996. Sher, Barbara and Annie Gottlieb. Teamwork: Building Support Groups that Guarantee Success. New York: Warner Books, 1989.Wellins, Richard, William C. Byham & George R. Dixon. Inside Teams. San Francisco: Jossey-Bass, 1994.Woods, John A. Ten Minute Guide to Teams and Teamwork. Alpha Books, 1997.Lencioni, Patrick. The Five Dysfunctions of a Team. Jossey-Boss, 2002