→ Brainstorm: Create a list together of things that the representative might become distracted by when assisting members. Come up with a
strategy together for them to implement to avoid those distractions and
give their members their undivided attention. Discuss the impact that
giving members 100% of their attention and avoiding distractions while
assisting them could have on their relationships with members.
Suggested Learning Projects:
→ Tangible Successes: Ask the representative to come back to your next coaching session with four examples of times during the week
where they were able give a member their 100% undivided attention
while assisting them. What were the actions that they took to avoid
distractions while assisting the member? What was the impact that
their efforts had on the interaction? What did this person learn from the
member that they might not have learned if they had been distracted?
Supplemental Coaching Strategies:
→ Observational Coaching: The representative you are coaching should observe their teammates over the next few weeks. At the end of
each week, have them email you with three takeaways from their
observations regarding how their peers interact with the members that
they are assisting.
→ 30-Second Coaching: Take 30 seconds to verbally acknowledge positive effort by the representative in giving a member their undivided
attention. Be specific in sharing your observation and how their efforts
will have a positive impact on their relationships with members.
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