Suggested Learning Projects:
→ Peer-to-Peer Coaching: Reinforce the practice from the activity by having the employee you are coaching meet with a new peer each
week to practice connection-building conversations with members. The
employee should ask their peer for feedback after each practice
conversation, emailing you after each one (and copying their peer that
they practiced with) to tell you something they felt they did well,
something they could have improved upon, and what strategy they will
implement to make those improvements.
Supplemental Coaching Strategies:
→ Journal-Based Coaching : Ask the employee to keep a running journal through the coming weeks with entries noting times during the
week where they felt that they made a true effort to build a connection
with a member while they were assisting them. What was the outcome
as a result of their efforts? How can they utilize that connection in the
future with that member to best serve them going forward?
→ Observational Coaching: At your next coaching session, discuss the employee’s observations related to the strategies used by their peers to
build strong connections with the members they work with. Discuss two
or three takeaways from their observations that they could put into
practice in their own interactions with members.
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