100% Focus when Assisting Members
Suggested Strategy: Use Third-Party Coaching to help the individual
understand what their actions may look like from a member
perspective.
Suggested Questions:
→ Third-Party Coaching: How do you think a member might describe the level of attention you give to their transaction and the conversation
you are having with them?
→ Opposite Insertion Question: What will you do in your interactions with members to ensure that they have your undivided attention from
the time they walk up to your workstation or desk until the moment they
leave?
Suggested Activities:
→ Whiteboard Coaching: On the left side of a whiteboard, write down how the representative currently thinks the members that they are
assisting would describe their interactions with them regarding the
attention they are given in a conversation. On the right side of the
board, write down what they think the ideal description of undivided
attention to members while being assisted might look like. Then, erase
the left side of the board and write down the actions that this person will
take to reach the description on the right side of the board.
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