→ Whiteboard Coaching: On the left side of a whiteboard, write down how the teller would currently describe their comfortability and speed in
completing transactions for members. On the right side of the board,
write down what they think an ideal teller transaction looks like. Erase
the left side of the board and write down the actions that the teller must
take to reach the description on the right side of the board.
Suggested Learning Projects:
→ Self-Directed Learning: Have the teller time themselves a few times throughout the week in completing transactions while still covering their
bases as far as remaining conversational and properly assisting the
member. After the transaction, have them write down the order in
which they completed the transaction, including any conversation
made. Analyze and discuss these notes at your next coaching session.
→ Peer-To-Peer Coaching: Ask the teller to meet with two of their peers separately at some point in the coming week to discuss their strategy
while assisting members to complete the transaction thoroughly,
efficiently, and conversationally. Have the teller you are coaching email
you at the end of the week with what they learned from their peers and
two takeaways that they can put into practice on their own.
Supplemental Coaching Strategies:
→ Non-Verbal Coaching: Send a hand-written note home with the teller when you notice effort or improvements made in the teller’s transaction
speed. Be specific in sharing with them what actions you have
observed.
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