→ Role Play: Use Role Play to practice difficult conversations or tough situation with clients based on the examples previously given by the employee. After the practice, discuss with the employee what they might want to adjust to make the conversation a more positive one for themselves and for the client. → Learning Project Prep: Make the introduction between this employee and two of their peers that do a good job with handling tough clients. Explain that this person will be observing and practicing difficult client interactions once a week with each of them for the next few weeks.
Suggested Learning Projects:
→ Peer-to-Peer Coaching: Have this person practice with and learn from
their peers – two times per week, with the peers that they were
introduced to in your coaching session. They should observe their
peers’ interactions with their clients. Your employee should then journal
their observations regarding how their peers handle tough situations
withclients and what your coaching target thinks they did well, as well as
what could have been improved. Be prepared to discuss journal entries
at your next coaching session.
→ Role Play: After observing a tough client conversation during their
session with a peer, your coaching target can then practice having that
conversation with their peer so that they can build their toolbox with
successful strategies and skills that will help them in their own client
conversations in the future.
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