Coaching With Action Planning

COACHING and ACTION PLANNING

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 ?

Agent: TL I’m finding it difficult to <Skill Issue>

ACTION PLANNING

Once you have identified that the AFI needs action planning, brainstorm on options to address area for improvement

Choose and agree on the best option to address area for improvement and action plan on it

Write down WHO DOES WHAT/HOW by WHEN

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