Suggested Learning Projects:
→ Observational Coaching: Ask the representative to observe their peers in the coming week as they have phone conversations with
members. They should be looking for specific strategies that their
peers have in place to maintain control of their conversations and to
avoid small talk or getting off track. How can the representative you are
coaching take what they have observed and apply it to their own phone
conversations?
→ Peer-to-Peer Coaching: After observing, have the representative you are coaching stick around to discuss with their peer what they learned
through observation. Discuss the successful parts of the conversation
as well as any additional strategies that their peer might be able to
suggest to them and why they have found success through those
strategies. If time permits, have them practice phone conversations
together to implement these strategies and use the conversation plan
from your activity.
Supplemental Coaching Strategies:
→ Non-Verbal Coaching: Write the representative a card or note to let them know
how they have specifically taken action to
improve their skills in controlling their phone
conversations. Having the note be
handwritten will have an immense impact on
the positive message that you are trying to
share with them.
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