Supplemental Coaching Strategies:
→ 30-Second Coaching: Use 30 seconds to verbally acknowledge
specific actions taken by the employee to become confident in handling
client complaints. This is a great strategy to implement positive
reinforcement without having to take much time out of your day.
→ Peer-to-Peer Coaching: Ask the employee to practice with two
different peers each week – at your next coaching session, be prepared
to discuss how they felt the practice conversation went with their peer,
as well as two takeaways that they would be able to implement in their
own conversations with members when complaints arise.
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