Suggested Activities:
→ Role Play: Have a few practice conversations with the employee where
a complaint is brought into the picture. After each practice conversation,
provide feedback to the employee – what are two things that they did well
in the conversation? What are some things that they could maybeimprove
on in the next conversation?
Suggested Learning Projects:
→ Self-Directed Learning: Ask the employee to come back to your next
coaching session with three ideas of strategies to implement that would
provide a client with an objective response to a complaint, as well as a
strategy to remedy the issue.
→ Tangible Successes: Assign the person you are coaching to email you
by Friday three examples of situations from the week where they feltthey
handled a client complaint confidently and objectively. What do
they feel they did well? What actions did they take in the conversation
to help remedy the client’s complaint?
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