From 'cop' to 'coach':

• Old style of authority - power and fear
• 'Coach' style - importance of people as team and as individuals
• Six coaching techniques

1. Clarifying expectations

• The 'what' and the 'how'
• Importance of induction
• Specific procedures and performance standards

2. Build skills

• One-on-one coaching
• Formal courses
• Learning through observation and practice

3. Enhance confidence

• Praise and encouragement
• Stepped approach
• Constructive challenges

4. Encourage flexibility

• Supporting and helping through a change
• Uncovering blocks and difficulties
• Social impact of change
• Providing team members with some control

5. Resolve conflict

• Modelling constructive behaviours
• Mediation, eg. personality clashes

6. Develop motivation

• 'Hot buttons' - eg. praise, encouragement, a new challenge
• Learn what motivates different team members - ask them