Confidence in Interactions with Members
Suggested Strategy : Facilitate practice conversations with the individual
to help them build confidence. They can also practice with peers to
reinforce their confidence and gain more skill, as well as get feedback
so they know what to work on in real conversations with members.
Suggested Questions:
→ Rating Question : On a scale of one to six, with six representing complete and unwavering confidence in your interactions with members
and one being that you are completely terrified in your interactions,
where would you rate yourself and why?
→ Risk Question: What risks do you think you might assume as a result of lack of confidence in those interactions? → Self-Actualized Question: What do you think we can do together to help you reach a six in your confidence in interactions with members?
Suggested Activities:
→ Role Play: Ask the individual if they have any specific situations with members where they feel the least confident. Use those situations to
facilitate practice conversations, playing both roles of the employee and
the member. After each conversation, ask the individual to give
feedback on themselves if they played the role of employee, or on you if
you played that role. This will help give them perspective of what
confidence could potentially look like and how that plays into better
interactions with the members they assist.
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