→ Role Play: Follow up the discussion you had in the activity above by laying out specific steps that need to occur to make sure the individual
practices some of the skills mentioned. A number of options can occur
here, but try a role-playing scenario. Often, an employee’s
understanding of confidence may not match a third- party’s
understanding. Role play a scenario where a teller is not confident.
Then, after the role play, follow up with what they believe went well,
what didn’t, and what they will do to suc cessfully improve the area of
concern in future situations. Follow up by sharing your own
observations, especially if they conflict with their own perception.
Suggested Learning Projects:
→ Journal-Based Coaching: Have the employee keep track of the areas that you agreed on that they are confident and not confident in. Have
them journal DAILY two areas where they were successful, and two
areas that need improvement. At the end of the week, require them to
email you a summary of their learnings by asking: “What were your
take- away’s from this activity, and what surprised you?”
Supplemental Coaching Strategies:
→ Non-Verbal Coaching: When you observe the teller demonstrating confidence in an area of concern, leave them a note on their desk
letting them know that they did a good job and why. Make sure that
your note is specific!
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