1. Prepare

Observe performance or review work product

Determine if previous commitments were attempted, completed, and how. Decide strengths and opportunities. Capture behavioral and contextual details.

2. Connect & Establish Goal of the Conversation

Greet and initiate

Demonstrate interest, help them relax. Set the conversation’s purpose.

3. Discuss Reality (3 Parts)

• Strengths or Progress
• Transitions
• Corrective or Constructive Opportunities

4. Consider Options & Plan

Ask for possible solutions

Going forward, how might you handle that differently?

Ask how to implement solutions

How do you think you can make that change / implement that?

5. Commit to the Way Forward

Ask for verbal agreement

Will you try that/do that/work on that next time?

Ask for written agreement

Ask they write out WHAT they are doing, HOW, and by WHEN

6. Follow-Through

Coach Commitment

What and When you will do to support their commitment

Log & Track

Track your and their commitments for what you will each do and when

Ultimate coaching bundle

Download the ultimate coaching toolkit tailored for call center leaders seeking to refine their coaching methods. Each guide within this bundle addresses a specific aspect of coaching, equipping you with actionable strategies and insights to enhance your team's performance and effectiveness.

Here's what's included:

1. Coaching Questions: Techniques for meaningful conversations.
2. Commitments for Change: Strategies to inspire and sustain change.
3. Coaching Top Performers: Tips for challenging and growing your best talent.
4. Coaching Remote Workers: Best practices for supporting your remote team.
5. 6-Step Performance Coaching Model: A step-by-step framework for impactful coaching.
6. 4 Types of Behavior: Insights into behavior for personalized coaching.
7. Conversation Structure: Building blocks for effective coaching dialogues.
8. Coaching Effectiveness Assessment: Tools for measuring and improving coaching impact.