have on their relationships with those they speak with over the phone. How will positivity in their tone positively impact their relationships and their job?
Suggested Learning Projects:
Î Observational Coaching: Assign the representative to observe their peers as they have conversations over the phone. While observing, have the representative think about the perception they might take if they were on the other end of that conversation and the tone that might be causing that perception. If it was a positive perception, were there any specific things that their peer did physically to assist in utilizing a positive tone? Î Journal-Based Coaching: Ask your coaching target to keep a journal as they interact over the phone to keep note of any observations they can make about the person they are speaking to and the tone that the representative is perceiving. What specific actions on the part of the representative might be impacting that person’s tone? They should note how positive efforts made to have a positive tone will have a positive impact on the conversation overall.
Supplemental Coaching Strategies:
Î 30-Second Coaching: Share your observations of positive efforts made to improve with the individual by taking 30 seconds to verbally acknowledge their progress. Be specific in letting the representative know what it was that specifically led to giving the perception of a positive tone in that particular situation.
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