1. Think intelligently about emotions.
• Understand his brain.
• Respond proactively.
• Rewrite his emotional script.
• Build his optimism.
• Motivate himself.

2. Behave wisely.
• Communicate effectively.
• Manage anger and stress.
• Adapt to circumstances.

3. Foster emotional intelligence in others.
• Promote organizational self-awareness.
• Support teamwork.

1. Distinguish between coaching and counseling.
• Determine when to coach or counsel.
• Coach to improve performance.
• Counsel to address personal problems.

2. Initiate the process.
• Focus on action while coaching.
• Offer empathetic support in counseling.
• Provide effective feedback.
• Take advantage of informal opportunities.

3. Ensure a constructive outcome.
• Be a positive role model.
• Take disciplinary action.
• Continue on the path to improvement.

1. Establish a baseline.
• Clarify job responsibilities.
• Gather supporting information.
• Help the employee prepare.

2. Discuss performance.
• Develop a plan for the discussion.
• Apply effective interviewing techniques.
• Implement the plan.
• Maintain focus.

3. Encourage achievement.
• Provide ongoing feedback.
• Coach employees for continuous improvement.
• Document performance.

1. Define the task.
• Define desired results.
• Describe the context.
• Determine competencies.

2. Delegate the task.
• Plan the discussion.
• Outline the requirements.
• Transfer the responsibility and authority.
• Agree on the approach.
• Check for understanding.

3. Assure results.
• Monitor progress.
• Assess outcomes.

1. Identify the problem.
• Determine the severity of the problem.
• Assess the problem’s persistence.

2. Communicate expectations.
• Schedule a performance discussion.
• Deliver usable feedback.
• Develop an improvement plan.
• Record the discussion and deliver resources.
• Continue providing feedback.

3. Take further action, if necessary.
• Initiate progressive discipline.
• Maximize the effect of progressive discipline.
• Bring closure to the discipline process.

1. Establish a framework.
• Address scheduling issues.
• Spend time preparing for the interview.

2. Conduct the interview.
• Establish a pleasant tone.
• Stay within the developed framework.
• Observe the behavior of the candidate.
• Take notes.
• Close the interview as planned.

3. Evaluate the candidate.
• Identify specific fits and mismatches.
• Make a decision.
• Follow up with the candidate.

1. Design a virtual office.
• Educate himself.
• Plan the initial program and proposal.
• Implement the work group program.

2. Coach employees on set-up.
• Set up an efficient home office.
• Establish communication guidelines.
• Assist with time management.
• Get the work done.

3. Establish office requirements.
• Measure productivity.
• Monitor his finances.
• Design and implement improvements.

1. Start with a plan.
• Set goals.
• Develop a strategy.
• Define roles.
• Anticipate predictable problems.

2. Focus on “transition” factors.
• Address the three phases of transition.
• Respect individual concerns.
• Deal with resistance.

3. Assure results.
• Reinforce the vision.
• Demonstrate commitment to the change.
• Monitor and assess progress.

1. Understand his place in the process.
• Define the mentoring role.
• Assess his ability to mentor.
• Know what mentees need.

2: Mentor effectively.
• Build a win-win relationship.
• Avoid the common pitfalls.
• Attend carefully to the mentee.
• Intervene appropriately.
• Foster growth.

3: Grow as a mentor
• Prepare for the special challenges.
• Fine-tune his mentoring.

1. Build a motivating environment.
• Provide purpose and challenge.
• Establish a positive environment.
• Clarify expectations.
• Assess the impact of the work environment.

2. Respect the employees.
• Honor employee individuality.
• Cultivate employee autonomy.

3. Invest in long-term results.
• Earn the employees' trust.
• Work on the roots of motivation.
• Go the extra mile.
• Lead proactively.

1. Commit to being organized.
• Assess her level of organization.
• Follow the principles of organization.

2. Tackle the task.
• Clean her work areas.
• Establish personal files.
• Label her files.
• Tie up loose ends.

3. Maintain organization.
• Process her papers.
• Manager her reading.
• Sort incoming mail.
• Schedule her time.

1. Plan the content and strategy.
• Select a topic.
• Identify the audience.
• Gather information.
• Outline the strategy.
• Plan the content.

2. Practice the presentation.
• Prepare the method of delivery.
• Practice lively speaking.
• Practice consistent body language.

3. Deliver a polished presentation.
• Handle last-minute details.
• Give a dynamic presentation.

1. Appreciate the value of feedback.
• Understand the role of feedback.
• Be sensitive to her position.
• Acknowledge the core intent.

2. Apply the right techniques.
• Develop supportive relationships.
• Use specific communication skills.
• Use descriptive feedback.

3. Foster a nurturing climate.
• Explore the learning opportunities.
• Convey improvement ideas.
• Check for understanding.
• Continue the feedback.

1. Map the emotional procession.
• Recognize the patterns.
• Locate his stressors.
• Gauge his burnout barometer.

2. Identify the signs.
• Understand the four phases of burnout.
• Pinpoint what he feels.
• Acknowledge the indicators.
• Recognize burnout.

3. Get back on track.
• Be proactive.
• Honor personal solutions.
• Implement his plan.

1. Identify sources of anger.
• Know how anger evolves.
• Detect emotional roots.
• Acknowledge situational roots.

2. Recognize how anger manifests.
• Identify emotional clues.
• Recognize physical clues.
• Know how her body responds.

3. Manage the anger.
• Own the anger.
• Recognize blocks to expressing anger.
• Discharge the anger.
• Use anger for positive outcomes.

1. Lay the groundwork.
• Begin with a process.
• Gather information.
• Know her own strengths.
• Sharpen her communication.

2. Know her options.
• Create a list of rewards.
• Understand what the company supports.

3. Deliver recognition effectively.
• Pay attention to her employees.
• Recognize and reinforce.
• Demonstrate consistency.
• Follow up and ask for feedback.

1. Respect employees.
• Honor the employee as an individual.
• Build trust.
• Involve employees.

2. Recognize achievements.
• Acknowledge employees.
• Provide feedback.
• Foster continued success.

3. Reward employees.
• Reward contributions appropriately.
• Foster retention with quality-of-life rewards.
• Improve the job.
• Create an enjoyable workplace.

1. Establish goals for all employees.
• Institute performance objectives.
• Identify interests of the employees.
• Set goals at the beginning.

2. Review performance goals regularly.
• Continually refine goals and expectations.
• Meet with the employee to discuss objectives.
• Identify behaviors needed to succeed.

3. Examine performance and assure results.
• Observe performance and results.
• Provide regular feedback.
• Coach, train, and counsel.
• Conduct a summary review.

1. Ensure that the unit’s work gets done.
• Focus on the organization’s goals.
• Monitor the workflow.
• Be decisive.
• Create a healthy climate.

2. Develop his employees.
• Understand the performance cycle.
• Coach employees.
• Listen to employees.
• Empower employees.

3. Construct a network of influence.
• Make his boss look good.
• Influence his peers.

1. Anticipate her challenges.
• Define her role.
• Acquire a wealth of information.
• Address special concerns.
• Manage her time.

2. Support the manager.
• Know what her boss expects.
• Lighten her manager's workload.
• Act as the hub of communication.
• Communicate effectively.

3. Supervise office operations and staff.
• Step up to the challenge.
• Support her staff.

1. Determine the payoff for effective time management.
• Identify what she wishes to accomplish.
• Examine her current use of time.

2. Plan her activities.
• Identify low-payoff activities.
• Write and prioritize “To Do” lists.
• Schedule daily activities.

3. Control time-wasters.
• Minimize drop-in visits.
• Reduce telephone interruptions.
• Increase productivity of meetings.
• Organize materials and surroundings.
• Overcome procrastination.