Suggested Learning Projects:
Î Journal-Based Coaching: Ask the person you are coaching to keep a journal of times each day on the phone where they feel themselves becoming long-winded in their conversations or are unable to find answers quickly. They should write down how that situation could be avoided or remedied in the future. Have them bring the journal entries in to the next coaching session for discussion. Î Observational Coaching: Have your coaching target observe a peer’s phone call with a client twice per week. What do they think their peer did well in the conversation regarding efficiency, and what is one area they think their peer could improve? Ask them to email you with their observations by Friday of each week.
Supplemental Coaching Strategies:
Î 30-Second Coaching: Take 30 seconds out of your day to recognize a job well-done when the employee has an efficient phone call with a member. Be specific with your praise.
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