Session 1 Section A: Mentoring
? Introduction
? Course Overview
? The Story of Mentor
? What is Mentoring?
? Helping Agents
? Mentoring Relationships
Section B: Mentoring Skills
? Communication Skills
? Shifting Context
? Listening
? Feelings and Feedback
? Productive Confrontation
? Providing Information
? Authority and Permission
? Exploring Options
Section C: Mentoring for Results
? Negative Behaviors
? Mentoring Challenges
? Enjoy the Rewards
? Case Studies
? Conclusion