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    LA - Leadership Academy Coaching Tactics - JA

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    luis rangel

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    LA - Leadership Academy Coaching Tactics - JA

    Uploaded by

    luis rangel
    2K views1 page

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    LA_Leadership Academy Coaching Tactics_JA

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    2K views1 page

    LA - Leadership Academy Coaching Tactics - JA

    Uploaded by

    luis rangel

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 1

    Leadership Academy

    Performance Acceleration Tactics


    The Coaching Loop Side-by-Side Hot Lap

    1 Sit beside the agent, and plug into the console. 1 Specify the behavior on which you are following up.

    2 Remind the agent of the behavior being observed. 2 Ask the Agent how it is going with the application of the behavior.
    Based on the Agent’s answer, provide positive, constructive or corrective
    3 Demonstrate the skill you are there to observe. 3
    feedback
    4 Proactively engage in the call. 4 Gain the Agent’s commitment that he or she will continue using the

    5 Provide recognition of desirable behaviors. 5 If corrective feedback, document the interaction in the appropriate coaching

    6 Gain agent’s commitment to use the behavior.

    Provide feedback/coaching using the DIRECT


    7
    Feedback and document appropriately.
    DIRECT Feedback
    Model On The Fly Rapid Fire
    1 Move throughout the team. 1 Explain that you will be partnering for success.

    2 Monitor where each Agent is within the call flow. 2 Plug in with highest performer.

    3 Give coaching and direction specific to each Agent. 3 Quickly identify opportunities.
    Provide tips, guidance, and direction remembering how the Agent likes to be
    4 Provide on-the-spot recognition. 4
    coached.
    Remain with Agent until you are confident behaviors are being performed
    5 Track results using the Huddle Board, as appropriate. 5
    to the level that will consistently meet targets.
    6 Celebrate team success. 6 Share how results were achieved with rest of the team.

    7 Move to the next highest-performer and continue the process.

    © 2017 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated
    companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.

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