Patience with Clients
Suggested Strategy: Using a Present & Respond question, help the
individual direct their awareness to how they might be perceived by
others and what they can do to positively alter that perception.
Suggested Questions:
→ Present & Respond: Hypothetically, if I were to present to you that you
need to improve your patience with clients, how do you think you would
positively respond to that? What actions do you think you might take in
response?
→ Third-Party Question: What do you honestly think the perception that
your average client currently has of you might be when you are
interacting with them? What actions do you think you must take to
positively alter that perception?
Suggested Activities:
→ Whiteboard Coaching: On the left side of a whiteboard, ask the
employee to describe the current perception of their patience and the
message it sends to their clients. On the right side of the board, ask
them to describe what the ideal perception they would like to give their
clients might be. Then, erase the left side of the board and work with
the individual to create a list of actions they will take to give a more
positive and patient perception to their clients. Brainstorm strategies for
them to implement when they sense that they are becoming impatient.
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