COACHING

WILLINGNESS/
ATTITUDE ISSUE
Review previous coaching discussion
Li sten to recorded cal l pri or t o coachi ng
Begin the session by greeti ng the agent
Hi Banong. Great to see you!
Establish rapport: Needs, Likes, Ambition…
Provide an overview of the discussion:
We shall be focusing today on quality. We will review our last action plan and determine if we have achieved
good results. Then we will listen to your call. Then I’ll ask you to identify what you
did well. Then you’ll tell me what you can improve on. After which, I’ll provide you with my feedback.
Then we will look at options on how to reinforce your strengths and address your AFIs. After we look at the
options, we will then choose the best one and practice or action plan on. Are there things you want to include
in our agenda?
 Ask agent for inputs in the agenda
Do you have things that you want us to include in our agenda?
Agent may present points that he wants
to be included in the agenda
Write down agents agenda inputs
 Segue into the discussion
Ok. Shall we review our last action plan?
Hav e agent l isten to the cal l
Let’s now listen to your call..
 Have agent identify strengths
Now that we have listened to your call, can you tell me your strengths?
TL, these are my strengths…
Have agent identi fy A reas for Impr ov em ent
What about areas for improvement?
TL, these are my areas for improvement…
Find out if AFI is due to Knowledge/Skill or Attitude
Can you tell me more about <AFI>?
TL, I just don’t feel like …
Focus on benefit of showing the skill
Get agent’s buy in
Gain commitment
Type Action Plans in the Coaching Log
Have agent sign on action plan
Track accomplishment of action plan
Make agent responsible for tracking action plan
Thank the agent