Handling Stressful Situations
Suggested Strategy: Dig down with your questions to reach the source or triggers of your coaching target’s stress during a conversation or interaction.
Suggested Questions:
Î Rating Question: On a scale of one to six, with six being you handle stressful situations with ease, and one being you find yourself struggling to handle stress in a conversation, where would you rate yourself and why? What actions can you take together to reach a six? Î Third-Party Question: What do you think your teammates’ confidence would be in having you take over a conversation with one of their clients? Do you think you would have the skill to keep the relationship between that client and your peer positive through your conversation with them and how would you exhibit that skill? Î Self-Actualized Question: What things in a conversation might cause you to become stressed or have a negative attitude? How can you positively handle those curveballs?
Suggested Activities:
Î Role Play: Have the employee act as himself, and you act as a difficult client. After a conversation in-character, discuss how the conversation was handled. Could anything have been done differently? Î Role Play: Discuss how the employee might overcome a specific stressful situation. What are some of the tools they could use in their conversations to keep him/herself positive even when faced with a difficult situation? Have your coaching target practice utilizing these tools through role play.
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