In today's more complicated corporate world, coaching is not the manager's sole responsibility. Everyone must be in on the act if the team is to grow and flourish. A team member, for instance can be called upon to teach a co-worker. Such "knowledge transfer" is more essential than ever.

In this program, follow television personality George Wendt of Cheers fame as he explores coaching from the perspective of both coach and learner.

In the first of three situations, Wes tries to move Peggy from having one-on-one-vendor-ordering set-up to building an online purchasing system. In the meantime, in the factory, shop foreman Michelle enlists Hector to help a coworker increase productivity. Lastly, at the service center, veteran service representative Todd is none too pleased to have a freshman rep coach him on calls.

Examine the outcome of these encounters and observe the skills vital to successful coaching:

• 1. Prepare the learner
• 2. Demonstrate for the learner the skills desired
• 3. Establish and maintain a positive coaching atmosphere
• 4. Let the learner perform his/her newly learned skills
• 5. Follow up