2014 PCA Workbook (2).pdf

The Positive Coach Approach © Call Center Training Program

1UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series


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Welcome to the

Positive Coach Approach

UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVAThe L-A-M-A (SM) Technique,The L-A-M-A (SM) Communications Training Series


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Coach your team toVictory!



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Intention

__________________________________________________________________________________________________________________

Relationship Negative Perspective

__________________________________________________________________________________________________________________

Relationship Positive Perspective

__________________________________________________________________________________________________________________

Three Party Promise

__________________________________________________________________________________________________________________

Self Discipline

_________________________________________________________

Skills

Listen_________________________________________________

Acknowledge______________________________________________

Job Knowledge_________________________________________

Ask Questions___________________________________________




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Communi-cation is a

function ofIntention

The basis for effective communication between people lies in aspecial skill called the L-A-M-A Technique. You will find thiscommunication technique extremely useful when interacting withmanagement, peers, trainees, and of course in your personalrelationships.

This technique will enable you to initiate, guide and sustain aconversational dialogue with anyone..

The technique will enable you to gather intelligence withoutseeming to be intrusive, or manipulative.

People engaged in a pleasant, two-way conversation tend to establisha relationship or bonding. This is the rapport that is so important todevelop with persons that you will be coaching. The point toremember is that it is much easier to interact effectively withsomeone if you establish a pleasant, mutual relationship at the outset.The L-A-M-A Technique will help you do that!



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Simple

But

Not Easy!

THE L-A-M-A Technique

So what is the L-A-M-A Techniqueand how does it work?

It's a simple four-step process. It'skind of like learning to ride abicycle. It takes some practice, butonce you learn, you'll never forgethow to do it.

It requires the development of someskills in doing things that wesometimes take for granted or feelthat we already know.

The four steps are shown on thischart...

Listen

Acknowledge

Make a Statement

Ask a question

(L- A - M - A)

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HearWithoutJudgment

Here are some keys to good listening:

•Hear without judging, and avoid distractions.

•Do not jump to conclusions.

•Notice underlying feelings.

•Find the Emotional Driver.

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ACKNOWLEDGE :

This is a very important step in the communication process.

True communication is a two-way street. It is hearing andunderstanding and letting the other person know that you heardand understood.

Acknowledgment is a vital part of any conversation. This can bedone in several ways.

Paraphrase – Running Acknowledgments - Repeat

Let theAgent KnowYou Heard

andUnderstood



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You AlreadyKnow HowTo Do This!

EXERCISE

Write some examples of ways to use the Statement part of the L-A-M-Atechnique.

Paraphrase:

____________________________________________________

Answer a Question:____________________________________________________

Make a Sales statement:____________________________________________________

Explain a Situation:____________________________________________________



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EVERYSTATEMENT

MUST BEFOLLOWED

BY AQUESTION!

EXERCISE

Write some examples of the different types of questions.

Open-Ended:

____________________________________________________

Closed-Ended:____________________________________________________

Alternate Choice:____________________________________________________

Multiple Choice:____________________________________________________



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You have now learned the foundation for the Positive CoachApproach.

•Intention and the need to be determined in advance to be aPositive Coach

•Relationship as it applies here. Make the agents feel that you arehere to help in their success. Never make the agent feel wrong orstupid.

•The Three Party Promise – All solutions that work, must workfor all three parties.

•Discipline, meaning self discipline. Be dedicated to PositiveCoaching

•Skills needed include listening, speaking and persuasiveness.

•The LAMA technique. Be willing to use this in conjunction withall your Positive Coaching conversations.



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To Create and Maintain a Safe Environment. Meaning a comfortable pleasantworking relationship with the agent/CSR.

It is Consultative in Nature. Consultative means: The coach observes, listens, asksquestions, and reviews the situation to get a clear picture of strengths and weaknesses.This way the trainee and coach can collectively come up with recommendations andplans for perfecting techniques.

It is a Positive Experience & Builds Self Confidence in the Agents and, by the way alsoin the Coaches. It’s no secret that without on-going coaching and management supporttrainees will soon fall back into old, comfortable ways and the benefits of the trainingprogram will soon be lost!

The Positive Coach Approach employs Adult Education Principles…Have highexpectations of your agents to act as adults and be willing to perform their jobs well.

The Responsibility Rests with the Agent. Your responsibility is to train, to teach, and tocoach agents and it is the agents responsibility to learn and grow; and take that learningexperience and use it on their job.

Time Lines are Essential…During each coaching session you and the agent will learnto set specific, realistic and timely goals.

Bi-lateral Action Agreements…Bi-Lateral meaning that both the coach and the agentagree on the action to be taken.

And last Questions are the Key…This is the most important step in the LAMAtechnique. You will find that it is the key to coaching as well.

EightGuiding

Principlesof PositiveCoaching



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What we will talk about is the agent who simplyDoesn’t Know How.

In other words they are motivated and want to do the job but lackconfidence and experience. It is up to us, as managers, trainers andcoaches to make sure that they have every tool to do the job.

Those tools are found in:TRAINING and

POSITIVE COACHING.

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•Positive Coaching always acknowledges the agent, and commendsthem for their willingness to do the work well. Agents will feelacknowledged by your willingness to share your time and experiencewith them.

•It shows the corporate commitment that we want agents to besuccessful, and are willing to spend the time and effort to make ithappen.

•It causes direct communication. You actually have to talk to the agentas you coach them, and of course they have to talk with you. (This maybe a big and important breakthrough for some.) The condition to strivefor is a comfortable free flowing dialogue between the agent and thecoach.

•It improves the skill of every agent, as we have learned through ourexperience. Properly done, coaching can be inspiring and motivational.

•It improves the skill of the coach as well; every time you coach you getbetter at it.



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Give OnlyPositive

Feedback



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Maintain a Safe Environment

Use side-by-side coaching when an agent is new,or there is something that is new for all agents and

it is safe to learn in front of others.



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Consultative Coaching embodies the

Guiding Principles of the


TheCornerstone

of thePositiveCoach

Approach



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Listen to the Customer First

What caused the customer to act differently?

During a coaching situation if you hear these things, activelistening will enable you to praise the agent for the “GoodStuff” and to notice the “Stops”. We as coaches need to be

able to listen not only to the agents but the customers as well.

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Listen to the Agents Performance

What do You Look For?

Focus on what the agents may have done to createa good experience for the customer, and things

the agent may have done or not done to cause the"Stops”

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Name _________ Date: ______Coach:_____________

1. The Call Path Control Using the LAMA.2. Ability to find the need of the customer3. Apply the proper product or service3. Overall Product Knowledge4. Demonstrates high energy or enthusiasm.5. High and Happy Tone of voice6. Recognizes a buying sign7. Correctly acts on it buying signs8. Ability to handle objections or upsets9. Willing at invitational or pro-active marketing10. Effective at pro-active marketing11. Makes a second effort to sell12. Creates certainty at the end of the call13. Generates an opportunity to call again.14. Completes a voice-mail message correctly

Areas for AcknowledgmentAreas for ImprovementSteps for ImprovementDate for improvementDate for next meetingComments: ___________________________________________________________________________



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Show the agent the form.

Give the agent a list of definitions

Pick 3 points to work on each session.

Listen to 3 calls or 15 minutes……________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Before listening to the calls

Before you begin coaching

Talk with the agent

Set expectations for today’s session

EstablishPerformanceExpectations



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• Pick 3 good things toacknowledge the agent for

• Tell the agent about 2 of them

• Ask the first question

– “What did you think was thebest part of the call?”

– “What did you like mostabout how you handled thecall?”

– What else?

• Do this until the agent is finishedcommunicating.

Be Specific

Don’t Patronize

Let them takecredit for the

“Good Stuff”



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-Make a list of 3 things toimprove.

– Do not let the agent “beatthemselves up.”

–When the list has 3 things torepair and improve.

–STOP this part of thecoaching!___________________________________________________________________________________________________________________

•Questions to Use

• What would you like tochange to make that calleven better? (write it down)

• What was your greatestchallenge on that call?

• What do you think youcould have done differentlyor better?

• What if anything made youuncomfortable?

•What would you like toknow how to do that wouldmake the call smoother?

• What can I do to role-playany difficulties in the call?

• What did you not likeabout the call?

• Would there be anyCompany or Technical thingsthat could make your jobeasier?



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• Begin the Learning Process

• Clarify the 3 things the AgentHas chosen

• If the agent picks the things youalready expected. Add NO more.

• Ask the Agent “How will youimprove on that?”

• What will you do to make thischange ?

• How will you remember toimprove on that?

• When will you have this learnedor fixed and managed?

– Set a Time Line– Write all agreements on the

form.

Notes:

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– DO NOT fix it

– WAIT for a SUGGESTIONfrom the AGENT

– Show, Tell and Guide,• Give suggestions only if

you are sure the agentdoesn’t know what todo.

– Role Play the Situation forthe Agent’s Learning Benefit

– Send Agent back to trainingif necessary.



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•Summarize all Agreements

•Set Time Lines for Learning

•Ask Agent to come to youroffice when they’ve “got itdown”

•Set Appointment for next time

•Acknowledge the Agent withthe third item you had saved forthe end of this coaching session

•Feel Good That You Had aPositive Coaching session

•Give the form to the agent tocopy

•Keep one copy

•Give the Agent one copy

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Use the LAMAtechnique and keep

your positive attitudeat all times!

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Use the LAMAtechnique! Ask theagent to make theoffer next time!



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Use the LAMAtechnique! Make the

agent RIGHT, offer tohelp the agent

improve!



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Use the LAMAtechnique!

Take responsibility.Teach the agent.

Ask the agent for theircommitment from

today forward.

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Use the LAMAtechnique and keep

your positive attitudeat all times!



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Make your commitment and make a planto become certified in the




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Life WorksTo theDegree

You KeepAgreements

Review this program – Study the Ideas

Set Up forms that Work Set Up time for Walk – By Coaching Set Up Time for Consultative Coaching Set Up first meeting with agents (time line) Who will council the “won’t do” people Commit to Coaching – Positive Only Learn to listen for the STOPS (customer) Learn to listen for the “Good Stuff” Remember to Acknowledge the agents Read Your Pledge to be the Master Coach Keep Records of Progress Report progress to Higher Management Be sure to Acknowledge Yourself Contact Sally Cordova with [email protected]



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Simple

But

Not Easy!

Simple

But

Not Easy!


Documents

2014 PCA Workbook (2).pdf