Suggested Activities:
→ Role Play: Have the employee act as himself, and you act as a difficult
client. After a conversation in-character, discuss how the conversation
was handled. Could anything have been done differently?
→ Role Play: Discuss how the employee might overcome a specific
stressful situation. What are some of the tools they could use in their
conversations to keep him/herself positive even when faced with a
difficult situation? Have your coaching target practice utilizing these
tools through role play.
Suggested Learning Projects:
→ Journal-Based Coaching: As your coaching target practices the skills
from your coaching session, have them keep a daily journal to track the
situations where they felt they handled a particularly stressful situation
well and what tools they implemented to make that situation
successful.They should also note situations where they might not have
been as successful and what they could do differently in the future.
→ Observational Coaching: Have the employee observe a teammate
that has a positive customer base have conversations with them. What
things does his teammate do well? What could he/she maybe improve
on for a better customer experience? The employee should email you
their observations after the session.
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