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56. Use expert coaching when:
57. Use consultative coaching when:
© 2013 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution
in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
58. Jack Silver, head of software development and maintenance for a large
financial institution, has had a very bad week. He sighs as he looks at his
calendar. Tomorrow is Wednesday. He had a great weekend, golfing with his
buddies. That ended at 11 a.m. on Monday morning when he found his star
employee, Tracy, waiting outside his office when he arrived at work. Jack smiled
and ushered her into his office. "How's everything? Great weather this weekend,
wasn't it?" Tracy sputtered incoherently as he gestured for her to sit in a side
chair. Jack looked concerned, "Is anything wrong? Are your children OK? You
don't look so good. Have you been sleeping OK?" Tracy handed him a sealed
envelope, took a deep breath and said, "I have been here for 67 hours straight,
trying to work out the network meltdown that happened Friday afternoon. I have
asked you for months for an assistant, for enough additional gear to make the
system redundant, for training for the rookies you gave me last year. I give up."
Jack handed her a cup of coffee and fiddled with the sealed envelope. He looked
alarmed as he said, "You have always been my go-to girl. I can count on you to
fix anything around here. Other people, like Jeff, need more money, more time,
and more people to get the job done. You do a fantastic job with almost nothing!
What do you need this time? To get the system back up?" Tracy said, "The
system is up. For now." Jack smiled, "See. You are the best! That's what that
banner at the recognition banquet said, ‘TRACY IS THE BEST!!!' So, we are good
to go?" The smile faded as he opened the envelope. Jack looked confused. "You
quit? Today? After all I have done for you?" Tracy placed her keys gently on
Jack's desk, "I am out of here. I already talked to human resources and got
clearance to remove all my stuff. I officially gave you four week's notice. I am
taking four of the weeks of carryover vacation I have not been able to take while
working for you." After Tracy left, Jack sat quietly, polishing his favorite golf club
for a long time. Then he walked over to Millie's office in human resources. Please
refer to this scenario for the following question.
Why did Tracy quit?
© 2013 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution
in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
59. Jack Silver, head of software development and maintenance for a large
financial institution, has had a very bad week. He sighs as he looks at his
calendar. Tomorrow is Wednesday. He had a great weekend, golfing with his
buddies. That ended at 11 a.m. on Monday morning when he found his star
employee, Tracy, waiting outside his office when he arrived at work. Jack smiled
and ushered her into his office. "How's everything? Great weather this weekend,
wasn't it?" Tracy sputtered incoherently as he gestured for her to sit in a side
chair. Jack looked concerned, "Is anything wrong? Are your children OK? You
don't look so good. Have you been sleeping OK?" Tracy handed him a sealed
envelope, took a deep breath and said, "I have been here for 67 hours straight,
trying to work out the network meltdown that happened Friday afternoon. I have
asked you for months for an assistant, for enough additional gear to make the
system redundant, for training for the rookies you gave me last year. I give up."
Jack handed her a cup of coffee and fiddled with the sealed envelope. He looked
alarmed as he said, "You have always been my go-to girl. I can count on you to
fix anything around here. Other people, like Jeff, need more money, more time,
and more people to get the job done. You do a fantastic job with almost nothing!
What do you need this time? To get the system back up?" Tracy said, "The
system is up. For now." Jack smiled, "See. You are the best! That's what that
banner at the recognition banquet said, ‘TRACY IS THE BEST!!!' So, we are good
to go?" The smile faded as he opened the envelope. Jack looked confused. "You
quit? Today? After all I have done for you?" Tracy placed her keys gently on
Jack's desk, "I am out of here. I already talked to human resources and got
clearance to remove all my stuff. I officially gave you four week's notice. I am
taking four of the weeks of carryover vacation I have not been able to take while
working for you." After Tracy left, Jack sat quietly, polishing his favorite golf club
for a long time. Then he walked over to Millie's office in human resources. Please
refer to this scenario for the following question.
Did Jack coach Tracy?
© 2013 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution
in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
Which one of Bruce Tulgan's management basics pinpoints Jack's
mismanagement of Tracy?
Essay Questions
© 2013 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution
in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
61. Jack Silver, head of software development and maintenance for a large
financial institution, has had a very bad week. He sighs as he looks at his
calendar. Tomorrow is Wednesday. He had a great weekend, golfing with his
buddies. That ended at 11 a.m. on Monday morning when he found his star
employee, Tracy, waiting outside his office when he arrived at work. Jack smiled
and ushered her into his office. "How's everything? Great weather this weekend,
wasn't it?" Tracy sputtered incoherently as he gestured for her to sit in a side
chair. Jack looked concerned, "Is anything wrong? Are your children OK? You
don't look so good. Have you been sleeping OK?" Tracy handed him a sealed
envelope, took a deep breath and said, "I have been here for 67 hours straight,
trying to work out the network meltdown that happened Friday afternoon. I have
asked you for months for an assistant, for enough additional gear to make the
system redundant, for training for the rookies you gave me last year. I give up."
Jack handed her a cup of coffee and fiddled with the sealed envelope. He looked
alarmed as he said, "You have always been my go-to girl. I can count on you to
fix anything around here. Other people, like Jeff, need more money, more time,
and more people to get the job done. You do a fantastic job with almost nothing!
What do you need this time? To get the system back up?" Tracy said, "The
system is up. For now." Jack smiled, "See. You are the best! That's what that
banner at the recognition banquet said, ‘TRACY IS THE BEST!!!' So, we are good
to go?" The smile faded as he opened the envelope. Jack looked confused. "You
quit? Today? After all I have done for you?" Tracy placed her keys gently on
Jack's desk, "I am out of here. I already talked to human resources and got
clearance to remove all my stuff. I officially gave you four week's notice. I am
taking four of the weeks of carryover vacation I have not been able to take while
working for you." After Tracy left, Jack sat quietly, polishing his favorite golf club
for a long time. Then he walked over to Millie's office in human resources. Please
refer to this scenario for the following question.
If you were assigned to help Jack Silver be a better manager, a better coach, how
would you evaluate the feedback he gave Tracy? Apply good coaching practices
yourself as you address this issue.
62. Jack Silver, head of software development and maintenance for a large
financial institution, has had a very bad week. He sighs as he looks at his
calendar. Tomorrow is Wednesday. He had a great weekend, golfing with his
