Developing a coaching model as an approach to improve service delivery in the public sector

[摘要] ENGLISH ABSTRACT: South Africa is a developing country and is experiencing all the problems, challenges and opportunities associated with that situation, one of which is a very definite shortage of relevant and appropriate human resource, technical and managerial skills. This is having a negative effect in many areas, including in the public sector.Public sector organisations are faced with another dilemma arising from the shortage of skilled employees. The issues relating to service delivery which have led to violent protests in communities around the country at the time of writing (August 2009) have been in part been exacerbated by the ever-increasing lack of managers and other personnel. There is also the problem of experienced personnel who have accepted more senior positions in their organisations or have accepted positions in other organisations, being replaced with qualified, but inexperienced staff. A third problem which occurs is when new, but inexperienced personnel are appointed in an organisation.It is necessary, in all instances, to develop the skills within the organisation through a mixture of formal and informal approaches to ensure that the people-related short-, medium- and long-term goals of the organisation are addressed. One of the interventions which can be utilised to deal with the lack of administrative, technical and managerial skills in the public sector in South Africa is coaching.A literature review is presented which covers a historical and conceptual overview of coaching and an in-depth review of a variety of coaching models and their application. There is also a literature review of the public sector in South Africa, the history and the key legislation and policy documents setting out the human resource approaches and strategies to toCopyright © 2009 Stellenbosch UniversityAll rights reserved3establish a link between the problems, challenges and opportunities in the public sector and coaching as an intervention to improve individual performance.A model for coaching which can be utilised in the public sector has been constructed utilising the latest concepts and theories. This model has been reviewed and evaluated by subject matter experts to assess its relevance and appropriateness as a suitable intervention to deal with people-related issues in the public sector in South Africa.

[发布机构] Stellenbosch University