→ Teach Me: Ask the employee to share with you three specific situations
in the coming week where they will implement the actions from the
whiteboard activity and the effects that their actions will have on their
relationships with those they speak with over the phone. How will
positivity in their tone positively impact their relationships and their job?
Suggested Learning Projects:
→ Observational Coaching: Assign the representative to observe their
peers as they have conversations over the phone. While observing,
have the representative think about the perception they might take if
they were on the other end of that conversation and the tone that
mightbe causing that perception. If it was a positive perception, were
there any specific things that their peer did physically to assist in
utilizing a positive tone?
→ Journal-Based Coaching: Ask your coaching target to keep a journal
as they interact over the phone to
keep note of any observations they
can make about the person they are
speaking to and the tone that the
representative is perceiving. What
specific actions on the part of the
representative might be impacting
that person’s tone? They should note
how positive efforts made to have a
positive tone will have a positive
impact on the conversation overall.
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