Title

Performance Management: Can Coaching Result in Improved Employee Satisfaction and Motivation?

Date of Award

5-17-2010

Document Type

Capstone Project

Disciplines

Human Resource Administration

Degree Name

Master of Professional Studies

Department

Strategic HR Management

Advisor

Audrey Sevalt

Keywords

Coaching; Employee Motivation; Employee Satisfaction; Performance mangement

Abstract

The goal of this project is to determine whether or not coaching, as a part of performance management, results in increased employee motivation, ultimately impacting employee performance. Teletech's customer service group was a case study where their effectiveness of performance management through coaching was analyzed. The data for this research was gathered from interviews of two of TeleTech's managers, and an employee survey created by the author. The results reveal that most participants felt more motivated after their coaching sessions, changed their behavior based on feedback during coaching, resulting in improved performance. Therefore, the results of the project show that regular coaching, as part of performance management, results in improved employee satisfaction and motivation, resulting in increased productivity.

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