Suggested Learning Projects:
→ Observational Coaching: Ask the individual to observe their peers as they work with members. What actions do their peers take to give the
perception of patience? How do their actions influence the
conversation overall?
→ Self-Directed Learning : Have the individual come back to your next coaching session with three examples of specific situations where they
felt they gave a positive and patient perception to a member. Ask them
to share the specific actions they took to give that perception.
Supplemental Coaching Strategies:
→ 30-Second Coaching: When you have the chance to observe the individual in a conversation with a member actively giving the
perception of patience, take 30 seconds afterward to acknowledge their
efforts and let them know how their actions had a positive impact on the
interaction.
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