Conversing Too Long with Members at the Teller Line
Suggested Strategy: There may be a lack of awareness of the teller’s
surroundings – they may not realize how long they have been talking or
that there is a line forming behind the member that they are assisting.
Base your coaching conversation around awareness and next steps.
Suggested Questions:
→ Directive Coaching: While conversations and personal connections are imperative with members, there is a line where conversations can
go too long and have a negative effect on your surroundings. What
actions can we take together to help you reach a healthy balance of
conversational and being to-the-point?
→ Third-Party Question: How do you think your peers might describe your conversational ability with the members that you assist? What do
you think they might say when asked about the effects that your
conversations with members have on your surroundings?
→ Self-Actualized Question: What actions can you take going forward to maintain awareness of how long conversations with members go?
Suggested Activities:
→ Role Play: Practice social conversations with members – what tactics can the teller take to keep the conversation at a healthy length and how
can they end a conversation that may be getting lengthy without
creating offense or being perceived as rude by the member they are
assisting?
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