Having a Positive Tone Over the Phone
Suggested Strategy: Using the Present & Respond method, begin the
conversation by spinning their response to feedback in a positive light.
This gives a more direct path to giving feedback without much room for misinterpretation .
Suggested Questions:
→ Present & Respond: Hypothetically, if I were to present to you that your tone over the phone could be more positive, how do you think you
might positively respond to that?
→ Success Imperative: What actions do you think we should take together to help you successfully give the perception of a positive tone
over the phone?
Suggested Activities:
→ Whiteboard Coaching: On the left side of a whiteboard, discuss with the representative how they believe their tone over the phone would
currently be described by a member and the behaviors that they believe
lead to that perception. On the right side of the board, discuss and
write down the ideal perception that the representative will strive to give
others over the phone and the tone associated with that perception.
Then, erase the left side of the board and work with the individual to
create a list of actions they must take to give the perception written on
the right side of the board.
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