Positive Tone Over the Phone
Suggested Strategy: Using the Present & Respond method, begin the conversation by spinning their response to feedback in a positive light. This gives a more direct path to giving feedback without much room for misinterpretation while also avoiding.
Suggested Questions:
Î Present & Respond: Hypothetically, if I were to present to you that your tone over the phone could be more positive, how do you think you might positively respond to that? Î Success Imperative: What actions do you think we should take together to help you successfully give the perception of a positive tone over the phone?
Suggested Activities:
Î Whiteboard Coaching: On the left side of a whiteboard, discuss with the representative how they believe their tone over the phone would currently be described by a member and the behaviors that they believe lead to that perception. On the right side of the board, discuss and write down the ideal perception that the representative will strive to give others over the phone and the tone associated with that perception. Then, erase the left side of the board and work with the individual to create a list of actions they must take to give the perception written on the right side of the board. Î Teach Me: Ask the employee to share with you three specific situations in the coming week where they will implement the actions from the whiteboard activity and the effects that their actions will
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