ACE Coaching I Review

What makes coaching successful?

• Accountability and Sustainability

• Accountability and Relationships

• Relationships and Results

What is the difference between feedback and coaching?

• Feedback is used to redirect or reinforce a behavior while coaching is used more frequently.

• Feedback and coaching are almost the same. It may differ depending on how the coach delivers it.

• Feedback is used to redirect or reinforce a behavior while coaching is used to hone a specific skill or competency.

True or False: Feedback can be done as a stand alone session and it cannot be included in a coaching session.

• True

• False

SOB stands for ________________________.

• Simple Observable Behavior

• Specific Omittable Behavior

• Specific Observable Behavior

In writing your SOB, what question can you ask yourself if you would like to make that the agent would know how you got the feedback?

• When did the behavior occur?

• What is the behavior/action that needs to be addressed?

• What methodology was used to capture the SOB?

Which among the below is the best SOB?

• Based on 7/10 monitored calls, Cindy was hear saying "Stop! Listen to me!" to an irate customer calling in about the LOGO promoters.

• Based on 4 out of 5 monitored calls from 10/15 - 10/20, Diane was observed not showing empathy to customers when they were wrongly transferred to her department.

• According to all verbatims of the customers from September, Martin was described by his customers as robotic and apathetic.

What's missing in this SOB: "Based on 4/5 monitored calls from 10/18 - 10/20, you were heard saying, "So, there!" to irate Southern customers calling in for billing adjustment issues."

• None

• Doer/Coachee

• Behavior/Action that needs to be addressed.

What is the first step in the Analysis phase of the CNX coaching experience?

• Creating the problem statement through gap analysis.

• Identifying the goals.

• Creating root cause assumptions.

How will you approach an agent who is unwilling but able?

• Approach as the Director

• Approach as the Partner

• Approach as the Advisor

During the Analysis phase, you also create your ARCA. How can we validate our assumptions?

• By using RCA during the coaching session and validating it with the coachee.

• By analyzing the numbers reflected in the scores of the coachee.

• By identifying the SOBs.