Controlling Phone Conversations
Suggested Strategy: Getting wrapped up in small talk can happen quickly
when on the phone. Use a whiteboard to map out the desired output of
the conversation and the specific path to take to reach it.
Suggested Questions:
→ Rating Question: On a scale of one to six, with six representing that you feel in complete control during
phone conversations in staying on track and one
representing that you have no control over the
conversation whatsoever, where do you think you
would rate yourself in terms of keeping the
discussion direct and concise?
→ Self-Actualized Question: What specific actions do
you think you are committed to taking to be more in
control during conversations on the phone?
Suggested Activities:
→ Whiteboard Coaching: Write down the ideal output
your coaching target is seeking when speaking on the phone. Work
backward from the desired end result toward the start of the
conversation and even before to mark the steps that the person you are
coaching needs to take with each phone call to keep the call on track.
By the end of the activity, youshould have a specific conversation map
that your coaching target can put into practice when making phone calls.
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