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Table of Contents

Lead Story

Payment fraud, rising to the challenge

Patti Murphy
The Takoma Group


Industry Update

Did hackers gain insight into RSA's methodology?

Comodo compromise draws swift response

PCI SSC dials up call center compliance

Fifth Third seeks innovation through open platform

Trade Association News


Do Tell

Innovations in check scanners

David Peterson

B2B payment fraud

Integrating your marketing efforts

Selling Prepaid

Prepaid in brief

Momentum builds for maritime cards

Providing prepaid self-serve for global markets


PII and merchant portfolio acquisition

Daniel Federgreen

Social redemption at the POS

Paul Rasori
VeriFone Inc.


Street SmartsSM:
Straight talk on professional certification

Bill Pirtle
MPCT Publishing Co.

Leads, leads, leads - Part 3: Lead nurturing

Peggy Bekavac Olson
Strategic Marketing

Coach your way to a stronger organization

Vicki M. Daughdrill
Small Business Resources LLC

Projecting confidence, inspiring trust

Jeff Fortney
Clearant LLC

How to reboot a stalled PCI program

Tim Cranny
Panoptic Security Inc.

A brief on prospecting

Jeffrey Shavitz
Charge Card Systems Inc.

Company Profile

Merchant Implementation Services

New Products

A CRM solution for MLSs

Powerhouse Sales Agent CRM
Powerhouse Payments LLC


Stick with the truth


10 Years ago in
The Green Sheet


Resource Guide



2011 Calendar of events

A Bigger Thing

The Green Sheet Online Edition

April 11, 2011  •  Issue 11:04:01

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Coach your way to a stronger organization

By Vicki M. Daughdrill

Wikipedia defines coaching as "a method of personal development or human resource development ... an excellent way to attain a certain work behavior that will improve leadership, employee accountability, teamwork, sales, communication, goal setting, strategic planning and more."

In his book The Manager as Coach and Mentor, author Eric Parsloe defines coaching as "a process that enables learning and development to occur and thus performance to improve. To be a successful Coach requires knowledge and understanding of process as well as the variety of styles, skills and techniques that are appropriate to the context in which the coaching takes place."

Why coaching matters

As a business owner or manager, your responsibility is to make sure your team is performing effectively. And for the team to perform effectively, each team member must contribute and work efficiently. Coaching employees is one of the best strategies an owner or manager can utilize for developing better employee relationships resulting in higher productivity, increased morale, skill development and improved performance.

Managers and business owners coach to build knowledge and skills and provide training that is in addition to any formal or on-the-job training programs offered by the company and can be structured or informal. Coaching can also be part of an ongoing program to develop employees for higher levels of responsibility within the company. Many companies evaluate potential leaders on the criteria of how well they coach and develop other employees and their replacements.

The old adage that you cannot move to the next level on the ladder until you have groomed your successor holds true today. Many managers feel territorial toward their jobs and knowledge and fail to prepare for succession. In this case, the company suffers when they leave and no one is prepared to step in and assume their responsibilities.

What can coaching and developing employees do for the company? It can help to:

As we all know, businesses today remain under tremendous pressure to do more with less and to become streamlined, efficient and effective in the face of growing global competition. Business owners and managers must retain committed employees in an increasingly competitive marketplace.

One way to achieve this goal is for owners or managers to transform into coaches rather than remain supervisors or controllers. Like many management skills, coaching employees is a technique and a process that requires an investment of time and energy to achieve success.

Each coaching opportunity is unique and requires an understanding of the individuals involved. No two coaching situations are the same, as no two individuals have the same goals and skills.

Surveys tell us that employees remain with organizations when:

What skills are required

Coaching creates an environment that helps ensure that these factors exist in the workplace while the consequences of failing to provide top-quality coaching are low morale and high turnover.

What skill sets do you need to provide successful coaching? Following is a list to help you assess your abilities.

How to do it

Coaching sessions can be long or short, formal or informal, structured or unstructured based on the manager's style and the material to be covered. For the greatest potential outcome, take time to prepare for each session. Here are some steps to help you begin the coaching process with your employees.

Former General Electric Chief Executive Officer Jack Welch said, "If there is anything I would like to be remembered for it is that I helped people understand that leadership is helping other people grow and succeed. To repeat myself, leadership is not just about you. It's about them."

Managers are rarely fired because of poor technical skills; however, many management careers fail because of an inability to deal with the human resources issues required in today's business climate. Take time to coach your employees and remember . . . it's about them.

Vicki M. Daughdrill is the Managing Member of Small Business Resources LLC, a management consulting company. Email her at or call her at 601-310-3594.

Notice to readers: These are archived articles. Contact names or information may be out of date. We regret any inconvenience.

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