Suggested Learning Projects:
Î Peer-to-Peer Coaching: Have this person practice with and learn from their peers — two times per week, with the peers that they were introduced to in your coaching session. They should observe their peers’ interactions with their clients. Your employee should then journal their observations regarding how their peers handle tough situations with clients and what your coaching target thinks they did well, as well as what could have been improved. Be prepared to discuss journal entries at your next coaching session. Î Role Play: After observing a tough client conversation during their session with a peer, your coaching target can then practice having that conversation with their peer so that they can build their toolbox with successful strategies and skills that will help them in their own client conversations in the future.
Supplemental Coaching Strategies:
Î Non-Verbal Coaching: As you have the chance to observe your coaching target improve in their ability to calmly address frustrating or difficult client conversations, leave a handwritten note at their workstation to share your observations with them and let them know how their efforts are leading to improvement and success.
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