CoachApply Master for Jacksonville Public Library

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.

Made with FlippingBook Ebook Creator