ABSTRACT
This chapter covers the key learning from classic management texts such as the ‘one minute manager’ (ie the power of praise) and transactional analysis theory. (In particular, when we are actively seeking to build a strong and empowered culture, we must always be mindful of self-fulfilling prophecies). The mechanics of active listening are addressed, along with the essentials of coaching – namely, don’t just tell, but illustrate with examples and data, praise whenever possible, and facilitate empowerment whenever possible. Don’t just tell people what to do, as it will minimise their ownership and empowerment.
