Suggested Learning Projects:
→ Journal-Based Coaching: Ask the
person you are coaching to keep a
journal of times each day on the
phone where they feel themselves
becoming long-winded in their
conversations or are unable to find
answers quickly. They should write
down how that situation could be
avoided or remedied in the future.
Have them bring the journal entries in
to the next coaching session for
discussion.
→ Observational Coaching: Have yo ur coaching target observe a peer’s
phone call with a client twice per week. What do they think their peer
did well in the conversation regarding efficiency, and what is one area
they think their peer could improve? Ask them to email you with their
observations by Friday of each week.
Supplemental Coaching Strategies:
→ 30-Second Coaching: Take 30 seconds out of your day to recognize a
job well-done when the employee has an efficient phone call with a
member. Be specific with your praise.
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