Suggested Learning Projects:
→ Peer-to-Peer Coaching: Assign your coaching target to meet with a
peer at some point in the coming week to discuss their strategies for
remaining calm in stressful or high-pressure situations while assisting
customers. Ask them to come back to your next coaching session with
two takeaways from their conversation with their peer that they can put
into practice in their own interactions with customers.
→ Journal-Based Coaching: The individual you are coaching should
keep a journal, with entries after high-pressure interactions noting how
they felt they handled the situation, as well as the outcome of the
conversation with the customer.
Supplemental Coaching Strategies:
→ Observational Coaching: Ask this person to observe their peers
around them as they interact with customers. What actions do their
peers take in high-pressure situations? What are the outcomes of those
high-pressure situations when their peers stay calm vs. become
stressed?
→ Non-Verbal Coaching: Send a hand-written note home with the
employee when you observe efforts and improvement made in handling
a high-stress situation. Be specific in your note as to the specific actions
taken and the outcome of those actions.
Made with FlippingBook Ebook Creator