Proactive Communication in Frustrating Situations
Suggested Strategy: Using the Define & Coach strategy, set a standard definition for what Proactive Communication means between the two of you, there is less room for misinterpretation going forward in your coaching conversations.
Suggested Questions:
Î Define & Coach: When I say the phrase Proactive Communication what definition comes to your mind? Î Success Imperative: How will you use proactive communication to have tough conversations successfully and professionally with clients and/or dealers?
Suggested Activities:
Î Role Play: Practice a conversation that would generally frustrate the employee — have the employee play him/herself, and you play the other side of the conversation that might be causing the frustration. How does the employee handle their frustration? Ask them at the end of the conversation what they think they could improve on for their next conversation. Î Whiteboard Coaching: Whiteboard out the employee’s observations about the practice conversation so that they can see the progression of their own thought progression.
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