Professional Documents
Culture Documents
Welcome to the
Positive Coach Approach
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Intention
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Relationship Negative Perspective
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Relationship Positive Perspective
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Three Party Promise
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Self Discipline
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Skills
Listen_________________________________________________
Acknowledge______________________________________________
Job Knowledge_________________________________________
Ask Questions___________________________________________
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Communication is a
function of
Intention
Simple
But
Not Easy!
THE L-A-M-A Technique
So what is the L-A-M-A Technique
and how does it work?
It's a simple four-step process. It's
kind of like learning to ride a
bicycle. It takes some practice, but
once you learn, you'll never forget
how to do it.
It requires the development of some
skills in doing things that we
sometimes take for granted or feel
that we already know.
The four steps are shown on this
chart...
Listen
Acknowledge
Make a Statement
Ask a question
(L- A - M - A)
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Hear
Without
Judgment
Let the
Agent Know
You Heard
and
Understood
ACKNOWLEDGE :
This is a very important step in the communication process.
True communication is a two-way street. It is hearing and
understanding and letting the other person know that you heard
and understood.
Acknowledgment is a vital part of any conversation. This can be
done in several ways.
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You Already
Know How
To Do This!
EXERCISE
Write some examples of ways to use the Statement part of the L-A-M-A
technique.
Paraphrase:
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Answer a Question:
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Make a Sales statement:
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Explain a Situation:
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EVERY
STATEMENT
MUST BE
FOLLOWED
BY A
QUESTION!
EXERCISE
Write some examples of the different types of questions.
Open-Ended:
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Closed-Ended:
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Alternate Choice:
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Multiple Choice:
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UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVA
The L-A-M-A (SM) Technique,
The L-A-M-A (SM) Communications Training Series
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You have now learned the foundation for the Positive Coach
Approach.
Intention and the need to be determined in advance to be a
Positive Coach
Relationship as it applies here. Make the agents feel that you are
here to help in their success. Never make the agent feel wrong or
stupid.
The Three Party Promise All solutions that work, must work
for all three parties.
Discipline, meaning self discipline. Be dedicated to Positive
Coaching
Skills needed include listening, speaking and persuasiveness.
The LAMA technique. Be willing to use this in conjunction with
all your Positive Coaching conversations.
UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVA
The L-A-M-A (SM) Technique,
The L-A-M-A (SM) Communications Training Series
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Eight
Guiding
Principles
of Positive
Coaching
To Create and Maintain a Safe Environment. Meaning a comfortable pleasant
working relationship with the agent/CSR.
It is Consultative in Nature. Consultative means: The coach observes, listens, asks
questions, 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 and
plans for perfecting techniques.
It is a Positive Experience & Builds Self Confidence in the Agents and, by the way also
in the Coaches. Its no secret that without on-going coaching and management support
trainees will soon fall back into old, comfortable ways and the benefits of the training
program will soon be lost!
The Positive Coach Approach employs Adult Education PrinciplesHave high
expectations 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 to
coach agents and it is the agents responsibility to learn and grow; and take that learning
experience and use it on their job.
Time Lines are EssentialDuring each coaching session you and the agent will learn
to set specific, realistic and timely goals.
Bi-lateral Action AgreementsBi-Lateral meaning that both the coach and the agent
agree on the action to be taken.
And last Questions are the KeyThis is the most important step in the LAMA
technique. You will find that it is the key to coaching as well.
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Give Only
Positive
Feedback
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The
Cornerstone
of the
Positive
Coach
Approach
Consultative Coaching embodies the
Guiding Principles of the
Positive Coach Approach
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UNPUBLISHED COPYRIGHT JUDITH M. MCKEE AND SALLY M. CORDOVA
The L-A-M-A (SM) Technique,
The L-A-M-A (SM) Communications Training Series
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Establish
Performance
Expectations
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Be Specific
Dont Patronize
Let them take
credit for the
Good Stuff
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Questions to Use
What would you like to
change to make that call
even better? (write it down)
What was your greatest
challenge on that call?
What do you think you
could have done differently
or better?
-Make a list of 3 things to
improve.
Do not let the agent beat
themselves up.
When the list has 3 things to
repair and improve.
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DO NOT fix it
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Life Works
To the
Degree
You Keep
Agreements
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Simple
Simple
But
But
Not Easy!
Not Easy!
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