1. Diagnosis

Agent is too longwinded; they could say what they need to say more succinctly.

2. Behaviour Observations

What you might see or hear that points to this pattern.

• Agent continues to talk after they have asked a question.
• Agent asks two or more questions together without waiting for an answer.
• Agent is fearful of silence on the call and will start to speak if there is any silence even if it is the customer's turn to speak.
• Agent explains the same point in 2 or 3 ways without checking if the customer got their first explanation.

3. Session Objective

This session is about helping the agent use the call structure (conversation loop) to help them know where they are in the call and to then have the confidence to stop and listen after they ask a question or offer an explanation.

4. Session Tactics

How to prepare for and structure the 45-minute call review.

Start in the detail: find a call where the agent has asked a question and not waited before asking another. Play to that point. Ask what they were feeling after the first question and why they didn't want to wait. You are looking for an emotional answer, not a logical one — what were they feeling in that silence, not what they were thinking. Discuss what they could do to have the confidence to stop and wait. Role-play asking single questions and waiting. Often one reason is lack of plan or structure — go through the loop for Q1 and Q2 as far as the promise.

5. GROW Experiments

Experiments the coachee might choose to try. These are offers, not prescriptions — the coachee selects what feels right for them.

Behaviour Tags