Coaching Conversation Guide for Support Leads
Run a one-to-one that improves practice without blame.
The Open buttons send the prompt text as currently shown below to that site only when you click. Fill in the placeholders first.
[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Prepare a coaching conversation. Agent role and tenure: [AGENT_PROFILE]. Pattern observed in their work with examples: [OBSERVED_PATTERN]. Strengths: [STRENGTHS]. Team standards: [STANDARDS]. Write a 20-minute structure: opening, their view first, specific examples, impact on customers, one or two focus points, a practice rehearsal, a written follow-up, and a date to review. Provide sentences to start difficult points kindly and questions that invite reflection. Include a one-page summary form, a note on keeping the conversation separate from formal performance processes unless serious, and cautions about assumptions and bias. Employment procedures are [VERIFY] with HR for [JURISDICTION]. Add a worked example of feedback wording: Instead of you were rude, say in the second message the phrase as I already said could read as impatient; consider offering the information again. Provide a list of questions that open reflection, such as what would you do differently with more time. Include a plan for tracking the coaching goals across sessions and a reminder to keep notes factual, specific and kind.
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