Suggested Learning Projects:
→ Self-Directed Learning: Ask the employee to come back to your next coaching session with three ideas of strategies to implement that would
provide a member with an objective response to a complaint, as well as
a strategy to remedy the issue.
→ Tangible Successes: Assign the person you are coaching to email you by Friday three examples of situations from the week where they
felt they handled a member complaint confidently and objectively. What
do they feel they did well? What actions did they take in the
conversation to help remedy the member’s complaint?
Supplemental Coaching Strategies:
→ 30-Second Coaching: Use 30 seconds to verbally acknowledge specific actions taken by the employee to become confident in handling
client complaints. This is a great strategy to implement positive
reinforcement without having to take much time out of your day.
→ Peer-to-Peer Coaching: Ask the employee to practice with two different peers each week – at your next coaching session, be prepared
to discuss how they felt the practice conversation went with their peer,
as well as two takeaways that they would be able to implement in their
own conversations with members when complaints arise.
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