Green Behaviors

B. GREEN BEHAVIOR No Error Feedback Error

Acknowledgement The Advocate was able to use acknowledgment statements The Advocate missed 1-2 opportunities to use The Advocate missed more than 2 opportunities to
like, but not limited to verbal nods (e.g.," uhuh; okay; I see") in
acknowledgment statements like, but not limited to verbal acknowledge the statements/phrases .Used limited verbal
each given opportunity without sounding scripted, forced and nods (e.g.," uhuh; okay; I see") and/or power nods (e.g.," uhuh; okay; I see"). There were instances that
insincere . Consistent use of power words/affirmative words/affirmative statements such as "definitely", "great", acknowledgement statement became intrusive.
statements such as "definitely", "great", "awesome", etc. "awesome",  etc.  There were  few (1-2) instances  Advocate
sounded scripted, forced and insincere
Confidence Advocate sounded CONFIDENTLY PROFESSIONAL throughout Advocate sounded OCCASIONALLY UNSURE;  There was an Advocate sounded he DID NOT KNOW WHAT HE WAS DOING ;
the conversation. - Appropriate intonation patterns were instance when the Advocate sounded unsure of himself or There were a couple of times when the Advocate sounded
observed all throughout the call. There was never an instance information he was giving out.  - Appropriate intonation unsure of himself; therefore, he sounded like he had low
when the intonation applied altered the context of patterns were observed almost all the time. Although there confidence on the information he was giving the customer.  -
utterance.  The Advocate did not sound tired or bored during were some instances when the intonation applied may have Appropriate intonation patterns were rarely showcased
the conversation. altered the context or meaning of utterance.  There were a throughout speech. Or inappropriate intonation pattern was
couple of times when the Advocate  sounded bored or applied to speech most of the time which lead or may result
disinterested. to miscommunication.  Exaggerated singsong pattern was
exhibited more than 50% of the time; Advocate’s effort in
applying intonation may be very obvious and exaggerated
most of the time.; Advocate sounded bored or uninterested
during most parts of his speech.
Member did not react or remark (negatively) on the Conversation partner had to ask the Advocate TWICE to Member had to ask the Advocate TWICE to change pace (has
Advocate’s pacing. Matched Member's pace when needed change pace (has to be specifically stated by partner). Despite to be specifically stated by partner).  Member was annoyed by
(e.g. senior citizens having hearing difficulties). If Member this, customer was not annoyed by the Advocate’s lack of Advocate’s inability to address this need. A couple of words
asked Advocate to change pace the first time, this will not be immediate action on his request.  Words were properly were not properly articulated because of pacing. Fillers that
a counted against the Advocate’s score.  Words were properly articulated regardless of pacing.  Fillers that lead to the HA lead to the HA sounding unsure were prevalent throughout
articulated regardless of pacing. sounding unsure were captured. the call.