You have been called in as a consultant by the V.P. of an online bank to coach struggling night shift customer support teams at an online bank.

Coaching for Success

Coaching is a vital tool in any employee’s arsenal to address various problems, especially in terms of navigating relationships and personalities in a team environment. In this scenario you will address a team problem using coaching skills assuming your role as a consultant to a company Vice President (V.P.).

Scenario: You have been called in as a consultant by the V.P. of an online bank to coach struggling night shift customer support teams at an online bank. The metrics received from upper management suggests that these customer support teams are really not functioning like teams. Lately there has been a lot of turnover in these teams because the company tried firing some of what they termed were the “trouble makers” of the teams. Then several team members left voluntarily saying they did not like the recent firing of their teammates and they were tired of having a micro manager always monitoring them every minute on their shift.

In addition, in a survey, the customers state that the customer support people seemed negative and de-motivated to help them.

Checklist:

• Specify the problem(s).
• Explain what coaching techniques you will use with both individuals and the team as a whole to address the situation.
• Explain the feedback will you provide to trainees and how you will further their development.