Building Teller Confidence
Suggested Strategy: Confidence comes from a number of things, but you
need to determine what factors motivate the individual you’re coaching.
Once you determine if their motivation is intrinsic/extrinsic, you can
decide which activities help foster a sense of confidence.
Suggested Questions:
→ Rating Question: On a scale of one to six, with six representing unrelenting confidence, and one represents some hesitation or
reluctance, where would you rate your confidence as a teller? How do
you think we can work together to move you closer to a six?
→ Teach Me: Which situations do you feel the most confident, and why? Which situations do you feel the least confident and why? This question
will help ascertain the areas that you can work with as it relates to
motivation.
Suggested Activities:
→ Risk Discussion: Use a risk question to help highlight the importance of boosting confidence when it come s to teller work. “What risk do you
assume if you don’t work diligently on increasing your confidence level
as it relates to teller work?” To follow up with their answer, respond
with, “What can we do to effectively work on the areas you described?”
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