Leadership & QA
Coaching Conversations
For new team leads: how to improve agent performance without damaging morale.
Level: Advanced•Duration: 2–3 hours•Status: Coming Soon
What you'll learn
✓The structure of a coaching conversation
✓How to identify coachable moments
✓Questions that prompt improvement vs statements that shut down listening
✓How to handle defensive reactions
Why this matters
Bad coaching costs turnover and performance drops. Good coaching improves retention and quality.
Core frameworks & concepts
The Coaching Model: Observe → Question → Listen → Agree on Action → Follow up
Common mistakes to avoid
âš Making it feel like punishment
âš Only coaching when there's a problem (celebrate wins too)
âš Doing the talking instead of listening
What you can do after completion
Have coaching conversations that improve performance. Build trust with direct reports.
Part of these career paths
This module is coming soon. Check back later for enrollment details.