Suggested Learning Projects:
→ Journal-Based Coaching: Ask the teller to keep a journal throughout the coming week – their
entries should be written after a situation where
they were in a conversation with a member.
What did they do to keep the conversation to an
appropriate length? Were they aware of what
was happening around them at the time of the
conversation? The teller should be prepared to discuss their responses
with you at your next coaching session.
→ Peer-to-Peer Coaching: Ask the teller to meet with a peer at some point in the coming week. They should interview their peer regarding
how they handle conversations with member that can get somewhat
lengthy. What practices does their peer have in place that the teller
you are coaching could practice themselves? The person you are
coaching should email you after their interview with what they learned
and what takeaways will they put into practice in their own
conversations?
Supplemental Coaching Strategies:
→ 30-Second Coaching: Take 30 seconds of your day to verbally acknowledge improvement by the teller in their conversation with a
member and remaining aware of their surroundings when a
conversation could have been too long. Be specific in letting them
know what observations you made and what actions they took that
made their improvement tangible.
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