Learning activity – Coaching

Learning activity: Coaching

Imagine you are the manager of a customer service team. You have a team member
who is having trouble meeting a number of customer service performance targets.
● They are rude to customers, when customers complain. According to policy,
customer service team members must always remain polite.
● They make mistakes during 40% of orders; the target is <5%.

You plan to hold a five-minute coaching session with the team member to establish
how to help the team member reach their performance targets and determine what
steps the team member should undertake.
Complete the following coaching plan for the session. Some possible questions have
been provided. Try to think of at least three questions to ask at each stage.

Goal What are your KPIs?

What performance goals have you set for your team?

Reality How do you think you are going?

Options

Will

BSBPMG522 Undertake project work 1st edition version: 1

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