Coaching & Extended Training - ideas (Extended Learning (buddies, Peer…
Coaching & Extended Training - ideas
How well is this working in APAC?
DO we need these for all languages
Great motivation for high performing advisors
Would need to ensure consistancy
would need training
would need specific goals e.g. increase Advisor 1st time resolution, NPS, Productivity
how do we measure success>
TMs/ops seems to want us to do much more soft skills training
Hayley, Jana, Saleena very keen to be involved
can we include US TLs?
at recruitment level can we better test soft skills?
Quality assurance checklist/process being currently reviewed
we can capture potential coaching needs before they become an issue
have asked Barbara for T,E,K to be involved in QA review
What coaching resources can we share with TLs?
do we set up a team room for coaching?
do we need a "coaching for managers" book? if so what one
internal coaching course - get materials, can we join?
tie in with situational leadership training
Peer to Peer
different training for seasonal TL/perm TL
difference for seasonal advisors/perm advisors
how do we document the coaching sessions?
do we include all TLs/managers/leads etc
how do we include L2ST in scope?