Suggested Learning Projects:
Î Self-Directed Learning: Ask the employee to come back to your next coaching session with three ideas of strategies to implement that would provide a client with an objective response to a complaint, as well as a strategy to remedy the issue. Î Tangible Successes: Assign the person you are coaching to email you by Friday three examples of situations from the week where they felt they handled a client complaint confidently and objectively. What do they feel they did well? What actions did they take in the conversation to help remedy the client’s complaint?
Supplemental Coaching Strategies:
Î 30-Second Coaching: Use 30 seconds to verbally acknowledge specific actions taken by the employee to become confident in handling client complaints. This is a great strategy to implement positive reinforcement without having to take much time out of your day. Î Peer-to-Peer Coaching: Ask the employee to practice with two different peers each week — at your next coaching session, be prepared to discuss how they felt the practice conversation went with their peer, as well as two takeaways that they would be able to implement in their own conversations with members when complaints arise.
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