Controlling Phone Conversations
Suggested Strategy: Getting wrapped up in small talk can happen quickly when on the phone. Use a whiteboard to map out the desired output of the conversation and the specific path to take to reach it.
Suggested Questions:
Î Rating Question: On a scale of one to six, with six representing that you feel in complete control during phone conversations in staying on track and one representing that you have no control over the conversation whatsoever, where do you think you would rate yourself in terms of keeping the discussion direct and concise? Î Self-Actualized Question: What specific actions do you think you are committed to taking to be more in control during conversations on the phone?
Suggested Activities:
Î Whiteboard Coaching: Write down the ideal output your coaching target is seeking when speaking on the phone. Work backward from the desired end result toward the start of the conversation and even before to mark the steps that the person you are coaching needs to take with each phone call to keep the call on track. By the end of the activity, you should have a specific conversation map that your coaching target can put into practice when making phone calls.
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