Making coaching relevant for agent

W19

Making coaching relevant for agent

D3 — Supporting

Primary: Bring the Right MoodStuck at entry

This session creates the space for your coachee to see how they can connect more effectively with their customers. Your role is to help them observe what is happening — not to tell them what to change.

1. Diagnosis

Agent has a low interest in coaching or in personal development.

2. Behaviour Observations

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

Agent is arriving at coaching sessions unprepared and without their GROW sheet on more than one occasion.
Agent is bringing a mobile phone or other distracting material into the session.
Agent is agreeing with what the coach says, but then says they are doing it all already.

3. Session Objective

There can be a number of reasons for disengagement: 1) The agent's personal life is intruding into their work environment 2) The agent distrusts the coach 3) The agent believes engaging will be bad for them.

4. Session Tactics

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

Gather information about the agent's disengagement from peers. Be aware of your own feelings — handling a disengaged agent can be one of the most negative experiences for a manager. Start with the positive: find an event where the agent was engaged. Ask why that worked well. Then offer your assessment that the agent is disengaged, with 2 specific examples. Present these not as proof — which invites argument — but as the reasons you hold your view. Make clear that you are open to changing your mind if you see different behaviour. Make a specific request for some changed behaviour.

5. GROW Experiments

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

Experiment 1

Ask the agent to come prepared and without their phone or other distractions to the next session.

Experiment 2

If the agent distrusts the coach or company, there is an option to NOT look for a commitment. Fill in only the REALITY and put a line through the WILL box. Only allow this for one round — they should do a full experiment for the next session.

Experiment 3

If the agent experiences a lot of interruptions from outside work, try making a rule about when they will NOT accept outside interference and a period when they will.

Behaviour Tags

Disengaged from coaching