→ Role Play: Practice using the examples you came up with in your role- playing scenario. To demonstrate the behavior you wish to see the
employee demonstrate, take on the role of the teller for a portion of the
activity. This will highlight the way in which you want the message to be
delivered as it relates to tone, body language, etc. Then switch roles to
allow your teller to practice more of the helpful phrases.
Suggested Learning Projects:
→ Peer-to-Peer Coaching: Prior to sending the individual off for the week, introduce the employee to a peer that meets the skill
requirements discussed in the activities section above. Have the
employee that needs coaching observe the other for one week, then
summarize their experience in an email with the following points: What
did the employee do well that I can use in my own greetings? What do I
do better than the employee that I need to continue to support?
Supplemental Coaching Strategies:
→ Non-Verbal Coaching: When you observe the teller demonstrating success, 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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