Suggested Learning Projects:
Î Peer-to-Peer Coaching: Assign your coaching target to meet with a peer at some point in the coming week to discuss their strategies for remaining calm in stressful or high-pressure situations while assisting customers. Ask them to come back to your next coaching session with two takeaways from their conversation with their peer that they can put into practice in their own interactions with customers. Î Journal-Based Coaching: The individual you are coaching should keep a journal, with entries after high-pressure interactions noting how they felt they handled the situation, as well as the outcome of the conversation with the customer.
Supplemental Coaching Strategies:
Î Observational Coaching: Ask this person to observe their peers around them as they interact with customers. What actions do their peers take in high-pressure situations? What are the outcomes of those high-pressure situations when their peers stay calm vs. become stressed? Î Non-Verbal Coaching: Send a hand-written note home with the employee when you observe efforts and improvement made in handling a high-stress situation. Be specific in your note as to the specific actions taken and the outcome of those actions.
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