1. Diagnosis

Agent is extremely competent and the coach can't see anywhere they need coaching.

2. Behaviour Observations

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

• Agent does things on calls that work really well but it is hard to see what suggested the course of action they chose.
• The agent has a natural rapport with customers and seems to leave customers happy even if the customer's mood was bad at the start.
• The agent has a deeper understanding of the topic area than the coach or TL.

3. Session Objective

1) Create the space for the agent to stop and start the call themselves — your role is more for them to bounce ideas off. 2) Understand why what they do works — this is an opportunity for you to learn as a coach. 3) It may be appropriate to ask for help with other members of the team.

4. Session Tactics

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

Recognise that coaching is not the same as training. You do not have to have all the answers. It is ok to ask questions about why something worked, even if you do not know the answer. Look for 'flecks of gold' — things this agent does particularly well that maybe they could do more of. It is ok to bring up failures with this type of agent — people who are very competent in their domain generally know that and do not need the same amount of praise.

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