MOS Coaching Tip

Make Information Tangible

In the process of coaching an agent for improvement, it's imperative to render information tangible, ensuring it's easily comprehensible and applicable. This involves a deep understanding of the agent's learning style and considering the resources and opportunities available for the agent to hone their skills effectively
Making directions and coaching tangible also involves making the goals achievable. It necessitates breaking down coaching into manageable components to facilitate the agent's gradual progress. For instance, if an agent's Promises to Pay goal is 75% while they currently stand at 45%, expecting them to jump to 75% within a month is unrealistic. Instead, the focus should be on skill enhancement through gradual increments.
Another critical aspect is assessing the opportunities available for the agent to apply the skill. If the agent will be away or engaged in a different campaign, expecting a specific increase in performance may not be feasible. It's essential to set realistic expectations aligned with the agent's skill development, rather than fixating solely on numerical targets.
Setting overly ambitious goals can lead to adverse outcomes, such as unethical practices to meet those goals. Rather than aiming for an immediate leap from 45% to 75% in a month, a more feasible approach would be to set a goal of a modest increase per day, allowing the agent three months to achieve the desired 75%.
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In essence, tangibility is synonymous with achievability. Breaking down objectives into manageable segments enables the agent to make steady advancements. Avoid setting unattainable goals or expecting drastic improvements overnight. Instead, assess the effort required for skill enhancement based on the agent's capacity, not solely on leadership expectations. This approach fosters realistic and sustainable progress.