PowerPoint Presentation

Presented by: Agent NameCollaborative Coaching

Presented by: Christian HornTHGstl.com

THGstl.comChristian Horn

Collaborative CoachingTeam Leader Goal: To Attract and Retain Top Producing AgentsCoaching vs. CorrectingCollaborative CoachingObtaining Permission and Interaction from the agent receiving the feedback

THGstl.comChristian Horn

What is Feedback?Feedback: Information about an performance of a task, used as the basis for improvement.Four types of feedback:Positive SpecificPositive GeneralNegative SpecificNegative General(never use)

THGstl.comChristian Horn

1. Ask PermissionWHY?Obtaining consent means the agent is willing to participate, and more likely to learn from the feedback

Find an appropriate time when the agent is not working on an important, time-sensitive task.Ask permission from the agent to give the feedback.

THGstl.comChristian Horn

2. Deliver the FeedbackNever avoid giving feedback, even if you feel uncomfortable or concerned about the agents reaction.Were here to help them, and our teams, succeed!Privacy LevelExamplePositive SpecificPublicLori, you exceeded your sales goal by 5 Million this Quarter! Im proud to be in business with you!Positive GeneralPublicSally, youre rocking todayNegative SpecificOne-On-OneJim, you seem to be struggling with cold-calling tactics"Negative GeneralNever to be givenCody, you suck.

THGstl.comChristian Horn

3. Negative Specific:Empathize and ImproveUnderstand where the agent is coming fromGain the agents participation in correcting the mistake.Learning involves action, not constant observation.When our brain retains information:Only 30% comes from what we observe,90% comes from what we do

THGstl.comChristian Horn

Negative Specific: Roll PlaySusan, youve been working really hard on that HUD contract, and Id like to share some feedback with you, do you have a moment?When you write the forms out in ink, it can take a few hours. Theres a much easier way to fill out the forms electronically, and it only takes a few minutes.Show the agent how to access the online forms, and print the forms for her clients.