→ Whiteboard Activity: On the left side of a whiteboard, create a list of situations where the employee currently feels that they disagree with
members and how they usually approach those conversations. On the
right side of the board, write down what the ideal interaction with a
member would look like when the employee may have a differing view.
Erase the left side of the board and write down the actions that the
employee is committed to taking in order to reach the ability to execute
those conversations in the manner that is described on the right side of
the board. This is a good chance to expose the employee to different
tactics to approaching conversations where they may have previously
become argumentative but may not have known any other way of
handling the situation.
Suggested Learning Projects:
→ Tangible Successes: Ask the employee to come back to your next coaching session with three examples of times during the week where
they felt that they made improvement on approaching a conversation
with a member using one of the new strategies you had discussed.
They should also share with you what the outcomes were of those
situations, and whether they were different from outcomes in the past in
similar situations.
→ Journal-Based Coaching: When the employee feels as though they may have wanted to argue with a member, have them write in a journal
what brought on that feeling. How did they handle the situation? What
did they feel they did well? What could they have improved upon for
next time?
Made with FlippingBook Ebook Creator