→ Role Play: Practice! Facilitate role play situations to practice transactions and interactions with members. Both you and the
individual you are coaching should play both roles as the employee and
as the member so that this person can see both sides of the
conversation. This helps them understand what it’s like to be on the
member’s end of the conversation.
Suggested Learning Projects:
→ Peer-to-Peer Coaching: Assign the individual to meet with a peer once per week to practice their conversational abilities. After each
practice conversation, ask the individual to ask their peer to give them
both positive and constructive feedback. They should email you with
this feedback, as well as provide a strategy for improving the parts that
got the constructive feedback, and how to reinforce the parts that got
positive feedback.
Supplemental Coaching Strategies:
→ 30-Second Coaching: Using positive reinforcement, take 30 seconds out of your day to verbally acknowledge efforts and/or improvements
made by the individual when you have the opportunity to observe a
positive, conversational interaction between the individual you are
coaching and a member. Be specific in sharing with the employee the
actions that you had observed and how their efforts will be beneficial to
not only the employee, but to the team as a whole.
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