Index 360° feedback, 59 A ccountability, maintaining, 40­41 Analyzing performance, 17, 69­86. See also Performance gaps capacity to do job, 79­80 causes of performance gaps, 73­81 consequences matching identifying system strategies to improve performance, 91­93 observation exercise, 65 organization mission and values, 33 providing direction, 27­28 understanding the performance management model, 18 writing S.M.A.R.T. goals, approach to, 99 attributes of mentor, 101 coaching versus mentoring differences, 100 considerations, key, 98 definition of coaching, 98 follow-up, 104 giving feedback exercise, 121­122 goals of, 101­102