Suggested Learning Projects:
Î Journal-Based Coaching: As your coaching target practices the skills from your coaching session, have them keep a daily journal to track the situations where they felt they handled a particularly stressful situation well and what tools they implemented to make that situation successful. They should also note situations where they might not have been as successful and what they could do differently in the future. Î Observational Coaching: Have the employee observe a teammate that has a positive customer base have conversations with them. What things does his teammate do well? What could he/she maybe improve on for a better customer experience? The employee should email you their observations after the session.
Supplemental Coaching Strategies:
Î Reflective Coaching: In each of your coaching conversations, give your coaching target a specific scenario or conversation to think about during the week where they might have previously struggled. Ask them to think about how their new tools can help them to improve on that situation in the future. Discuss their thoughts at your next coaching session. Î Non-verbal Coaching: Leave the employee a handwritten note on their desk when they have had a positive interaction where they may have previously become stressed.
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