The "Coach Approach" Works Best for Managing People

How often have you wondered whether you are doing your job right? Whether you are performing to the company's standards? Or to your boss' expectations? And how often have you confronted your annual performance review only to learn there are improvements you could or should have made -- if only you had known.

Your supervisor faces the same dilemma, according to Dr. Allan Bateson, CCP, SHRP. Bateson is a senior managment consultant in the Government Services Group at Runzheimer International. "Managers," he says, "often do not see their jobs as managing people, but rather managing the work process." Bateson notes that managers often focus on making sure there is as little 'down time' as possible, that quality products are produced in quantity, and products and services get out the door to satisfy the customer. "The worker may be told what to do," he said, "but often receives meaningful communication only when things go wrong."

Batesons' "Coach Approach" provides a straightforward process for people management. Supervisors and managers who follow these five principles can avoid pitfalls and effectively coach their people:

• Communicate effectively using multiple channels so that people know what is expected of them and how well they are doing their jobs. These could include one-on-one conversations, group meetings, e-mails, or personal notes.
• Organize your work activities and schedule and have quality time built in for one-on-one interactioni with your people.
• Attend to what your people are doing, and how well they are doing their jobs at an individual level.
• Challenge your people to be creative in their jobs and to do their best all the time. Inspire them.
• Heal and nurture these people wounded from doing the work. They must know their value for they are not easily replaced.

According to Bateson, the relationship between managers and workers must not be "us versus them" if the goal is effective performance management of people. Effective performance management is a continual, not occasional, process of communication, organization, feedback and trust. With effective coaching, the fear of surprise that so often accompanies the annual review will be a thing of the past.