His point: supervisors need to let employees gripe as much as they need to, before the coach moves to get the employees' commitment to change. If the griping isn't thoroughly vented, it continues to get in the way of the change process (but it's tough for supervisors to listen to).

Concentrate on the average performer

Purles urged the audience to concentrate at least 75% of its coaching efforts on average performers. That's because 90% of the people in most workforces are average performers, so put the effort where the numbers are.

The Eight Step Coaching Model

1. Be supportive
2. Define the topic and needs
3. Establish impact
4. Initiate a plan
5. Get a commitment
6. Confront excuses/resistance
7. Clarify consequences/don't punish
8. Don't give up

Purles company is headquartered in Bartlesville, OK and Sandy, UT.