Supplemental Coaching Strategies:
→ Journal-Based Coaching : Ask the employee to keep a journal in the coming weeks as they gain practice in teaching others about member
online access. Where would they rate their confidence, and what do
they feel they need to do to continue improving? They should also
track what they feel great about as they learn new things related to
member online access.
→ Non-Verbal Coaching: When you have the opportunity to observe the individual teaching a member about their online access, leave them a
handwritten note at their workstation letting them know specifically how
you appreciate their efforts to improve, what actions they had taken,
and how their improvement will benefit both the individual and the team
as a whole.
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