Maricopa Community Colleges  CSR275   20044-20086 
Official Course Description: MCCCD Approval: 07/22/08
CSR275 20044-20086 LEC 2 Credit(s) 2 Period(s)
Coaching Customer Service Employees
Overview of coaching employees in a business setting. Importance of employee development emphasized. Analysis of root causes of performance gaps and effective feedback also covered.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSR275   20044-20086 Coaching Customer Service Employees
1. Explain the importance of coaching and employee development in business. (I)
2. Summarize the coaching process. (I)
3. Explain shared responsibility as it pertains to employee development. (II)
4. Identify the role of diversity in the development of employees. (II)
5. Identify root causes of performance gaps. (III)
6. Identify methods for delivering feedback. (IV)
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MCCCD Official Course Outline:
 
CSR275   20044-20086 Coaching Customer Service Employees
    I. Coaching
        A. Defined
        B. Purpose
          1. Improve Performance
          2. Teaching
          3. Problem Solving
          4. Supporting
        C. Process
          1. Goal Setting
          2. Plan and Schedule
          3. Observe and Gather Data
          4. Evaluate Performance
          5. Provide Feedback
          6. Follow Up
        D. Employee Development
          1. Build Expertise
          2. Build Critical Leadership Skills
        E. Motivation
      II. Shared Responsibility
          A. Manager's
          B. Employee's
          C. Diversity Issues
            1. "One size fits all"
            2. Importance of Individuality
        III. Performance Gaps
            A. Analysis Process
            B. Performance Influences
            C. Data Sources
            D. Plans for Improvement
          IV. Feedback
              A. Types
                1. Positive
                2. Constructive
                3. Corrective
              B. Characteristics
              C. Delivery
              D. Documentation
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