Employees Teaching Members About Online Access
Suggested Strategy: Use knowledge-based coaching to ensure that the
employee fully understands member online access themselves. When
they have the knowledge, they can then practice the skill and teach it
back to you.
Suggested Questions:
→ Teach Me: So that I don’t make any assumptions related to what you know about member online access, could you please teach me your
knowledge of the system and the benefits it provides?
→ Rating Question: On a scale of one to six, with six representing unrelenting confidence, and one representing that you have no
confidence whatsoever, where would you rate yourself in your
confidence in teaching member online access and explaining its value?
→ Self-Actualized Question: What specific actions do you think we could take together to help you reach a six?
Suggested Activities:
→ Demo Me: Ask the employee to teach you how to use online access from a member standpoint, starting from getting signed up to utilizing
the most beneficial features. Be prepared to give feedback on what the
employee did well and what they could have improved for the next time
they teach a member about their online access.
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