Suggested Learning Projects:
Î Observational Coaching: Have your coaching target sit down with the employee introduced in your coaching session weekly and observe 3-4 of their customer and dealer interactions. Your coaching target will take notes of three phrases that the employee used in their conversation that would be valuable to the client that they were speaking to and will also note why they might be important phrases. Ask them to bring their notes to your next coaching session for discussion. Î Journal-Based Coaching: Have your coaching target write down one interaction each day where they felt they made a positive connection with a client, and one interaction where they could feel some tension or negativity in the conversation. How can they make a positive adjustment when they have the next conversation with that client?
Supplemental Coaching Strategies:
Î Non-Verbal Coaching: Leave the person you are coaching a handwritten note on their desk when they make a positive connection with a client due to proper etiquette. Be specific in their actions that you are referring to in your note!
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