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COACHING

Coaching Remote Workers

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When you have representatives who work from home, or work in offices that are remote from their leaders, there are a few things to do differently when coaching over the phone as opposed to coaching in person:

Connection

A personal connection can be harder to establish over the phone because we cannot see the emotion that is typically understood by seeing a person’s body language.

Behavior - Smiling and having an energetic vocal delivery will be even more important to communicate presence, interest, and pleasure in speaking/ spending time together.

Vocal Delivery

Energy is harder to convey over the phone than in person.

Behavior - Increase volume slightly, sit close enough to the phone, & sit forward to aid in projecting your voice outward.

Pace

Pace is important as it affects a person’s opportunity and comfort to speak up/interject.

Behavior - Pausing slightly after statements, or sections of statements (like after praising strengths for example), allows the other person to chime in, make a comment, ask a question, etc.

Participation

Because remote persons cannot see us to read cues, we have to intentionally offer the opportunity to speak.

Behavior 1 - Add more pausing to allow for easier interruption.

Behavior 2 - Directly ask for questions, more frequently than you normally would in a face to face event

Privacy

Persons may be concerned with who can hear them, and who can hear you.

Behavior - Proactively address this – consider still reserving a room, and asking them to do the same.

Coaching Skills

Answer Selection

Points = 0, 2, 5

1. Coach was prepared?

Data/prior commitments/progress/observed performance
Opportunity +0
Acceptable +2
Strength +5

2. Coach warmly connected?

Verbally and body language
Opportunity +0
Acceptable +2
Strength +5

3. Coach praised/appreciated first and genuinely.

Words + facial agreement + detail/examples
Opportunity +0
Acceptable +2
Strength +5

4. Coach addressed a single corrective behavior?

Opportunity +0
Acceptable +2
Strength +5

5. Coach addressed the highest-value corrective behavior?

Opportunity +0
Acceptable +2
Strength +5

6. Coach asked questions about causes/impacts and solutions?

Asking, not telling!
Opportunity +0
Acceptable +2
Strength +5

7. Coach avoided judging / mistrusting / aggressive language?

Verbally and body language
Opportunity +0
Acceptable +2
Strength +5

8. Coach addressed objections and get buy-in?

Resistance/objections
Opportunity +0
Acceptable +2
Strength +5

9. Coach asked for agreement/commitment for a specific action/behavior?

Opportunity +0
Acceptable +2
Strength +5

10. Coach offered actions/commitment to take in support of Agent's commitment?

Opportunity +0
Acceptable +2
Strength +5

11. Coach ended on a high-note?

Encouragement/positive expectations
Opportunity +0
Acceptable +2
Strength +5

Commitments & Follow Up

Answer Selection

Points = 0, 2, 5

1. Coach got a specific, behavioral commitment for how Agent will improve?

Opportunity +0
Acceptable +2
Strength +5

2. Agent's commitments were incremental/step goals, not just a mirror of the end goal?

Opportunity +0
Acceptable +2
Strength +5

3. Coach's commitment actions were appropriate/supportive of Agent's commitment?

Opportunity +0
Acceptable +2
Strength +5

4. Coach's follow-up date/timeline matches urgency/severity of Agent's opportunity.

Opportunity +0
Acceptable +2
Strength +5

Procedures

Answer Selection

Points = 0, 2, 5

1. Coach conducted session in appropriate location?

Opportunity +0
Acceptable +2
Strength +5

2. Coach conformed to acceptable amount of time for coaching session?

Opportunity +0
Acceptable +2
Strength +5

3. Coach followed prescribed coaching methods?

Opportunity +0
Acceptable +2
Strength +5

4. Coach captured session details and notes if/as/where required?

Opportunity +0
Acceptable +2
Strength +5

5. Coach recorded follow-up tasks/actions?

Opportunity +0
Acceptable +2
Strength +5

The higher the score, the more effective the coaching.

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