Suggested Learning Projects:
→ Observational Coaching: What positive phrases do this person’s peers use in their conversations with members? What effect do those
phrases have on the conversation overall? What takeaways from their
observations could this person put into practice in their own
conversations with members when they are assisting them?
→ Peer-to-Peer Coaching : Ask the employee to meet with a peer once during the coming week to practice having conversations with members
using positive phrases. Have both the person you are coaching and
their peer play both roles of the member and the employee. Both
parties should give feedback to each other after each practice
conversation – what were two things they did well? What were two
things that maybe could have been improved? The employee that you
are coaching should email you after the coaching session with their
peer with the results of the feedback given to them and any takeaways
that this person can put into practice in their own conversations with
members.
Supplemental Coaching Strategies:
→ Non-Verbal Coaching: Use the power of a hand- written note left on this person’s des k
or workstation when they have a successful
positive conversation with a member – let
them know specifically what you observed
and why their actions will have a positive
effect on their conversations going forward.
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