Suggested Learning Projects:
→ Observational Coaching: Assign the representative to observe their peers as they have conversations over the phone. While observing,
have the representative think about the perception they might take if
they were on the other end of that conversation and the tone that might
be causing that perception. If it was a positive perception, were there
any specific things that their peer did physically to assist in utilizing a
positive tone?
→ Journal-Based Coaching: Ask the representative to keep a journal as they interact over the phone to keep note of any observations they can
make about the person they are speaking to and the tone that the
representative is perceiving. What specific actions on the part of the
representative might be impacting that person’s tone? They should
note how positive efforts made to have a positive tone will have a
positive impact on the conversation overall.
Supplemental Coaching Strategies:
→ 30-Second Coaching: Share your observations of positive efforts made to improve with the individual by taking 30 seconds to verbally
acknowledge their progress. Be specific in letting the representative
know what it was that specifically led to giving the perception of a
positive tone in that situation.
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