Question: Nigel, a call centre worker, needs to improve his interpersonal skills with customers. Robert, his team leader, arranges for Nigel to be coached by Alison,

Nigel, a call centre worker, needs to improve his interpersonal skills with customers. Robert, his team leader, arranges for Nigel to be coached by Alison, an experienced, popular colleague. Alison talks to Nigel to explain why his behavior is seen as problematic. Nigel has the opportunity to put his side of the story. Alison and Nigel then agree the standards of acceptability that Nigel must achieve. They decide on a time limited coaching programme for Nigel. He will observe examples of best practice during 'on the job' coaching. Nigel will be able to discuss issues as they occur, so he can work towards practical solutions. During the coaching programme, Nigel has regular reviews with Alison and Robert to ascertain his progress. When the programme finishes, there is a de-briefing session to determine how far Nigel has met the agreed objectives and to evaluate the programme's overall success.

CoursHeroTranscribedText: Operational Plan Template Division: Area/ Unit: Employee: Nigel Manager: Robert Coach: Alison Operational 1) Improve Nigel's interpersonal skills with customers objectives 2) Agreements about the standards of acceptability Nigel must achieve 3) Decide a time limited program programme for Nigel 4) Evaluate the programme's overall success. Objective Operational Recourses Responsibility KPI Planned Reviewed On Result Remarks Strategy Required Review 1) Observation of Alison's time Alison 60% Weekly best practices and expertise Nigel Improved reviews with during "on the customer Alison and job" coaching feedback Robert received 2) 3) 4) De-briefing Alison's time Alison session to and expertise. Nigel determine if met agreed objectives

+ Division: Employee: Nigel Operational Plan Template Manager: Operational 1) Improve Nigel's interpersonal skills with customers objectives Objective 1) 2) 3) 4) Area/ Unit: Robert Coach: Alison 2) Agreements about the standards of acceptability Nigel must achieve 3) Decide a time limited programme for Nigel 4) Evaluate the programme's overall success. Operational Strategy Observation of best practices during "on the job" coaching Recourses Required Responsibility KPI Planned Review Reviewed On Result Remarks Alison's time Alison 60% Weekly and expertise Improved reviews with Nigel customer Alison and feedback Robert received De-briefing session to Alison's time Alison and expertise. Nigel determine if met agreed objectives

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