Suggested Learning Projects:
→ Self-Directed Learning: Have the teller come back to your next session with three examples of when they felt the most compelled to
use their phone. Have them write down in a journal the actions they
decided to take instead of using their phone and how those actions led
to greater productivity behind the teller line. Discuss their notes at your
next coaching session and work together to create a strategy to
maintain similar strategies when the teller may find themselves “without
anything else to do” instead of using their phone.
Supplemental Coaching Strategies:
→ Non-Verbal Coaching: Write the employee a note and leave it at their window when you notice their productivity in between assisting
members increases.
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