At Incept we believe that positivity trumps negativity in everything. Does that mean we don’t learn from a negative experience? No. But what it does mean is that once we learn, we move on and make it better rather than dwelling on the bad. This message is especially vital to convey effectively with our Conversational Marketing™ Experts (CMEs), since they are at the forefront of speaking with and dealing with the blood donors’ questions or concerns. To be able to help our CMEs stay as knowledgeable and conversational as possible, we coach them! We even train members of management in a specified coaching class that guides completely and thoroughly on how to utilize the Positive Coach Approach so there is always a unified and consistent coaching method, as well.
Let’s take a look at a few bullet points on why taking a Positive Coach Approach with your representatives will ultimately give your organization the advantage of developing self-accountable representatives!
The Positives of Implementing The Positive Coach Approach With Your Representatives
- Positivity is contagious. Do you know someone who can walk into a room and brighten things up? Doesn’t it feel good to be in the midst of a positive group of people? It makes you want to crack a smile yourself or even go as far as to be more considerate to others around you. Here at Incept, when a CME is getting coached, we want to deliver it to them in a positive way. Make your CME relaxed by asking them how their day is going or even joking around a little before going over the coaching session. Start off with the positives you heard. That doesn’t mean you have to sugarcoat it, but try to be sincere! When you focus on the good and create a safe environment to coach in it will also make it easier for the CME to accept responsibility, and they will be more cooperative and accountable when working towards areas that need improvement.
- Positivity before negativity has more meaningful impact. I don’t know about you, but I always am able to be more effective in my work when I leave my weekly meetings on a positive note. The same thing can be said when coaching a Conversational Marketing™ Expert (CME). One method that Incept employs in using the Positive Coach Approach is that when we coach a CME on their calls, we begin with a positive aspect of the calls before touching base with suggested improvements. The reasoning is simple: positivity is stronger than negativity. When the CME knows we heard what they were doing well and not just focusing on areas of weakness, they feel encouraged. It helps them to open up to suggestions on how to improve. Hopefully you are seeing the theme on creating self-accountable representatives with this method!
- Positivity translates into your representative’s calls. One of the first things I learned at Incept was that the donor could most likely distinguish the positivity in my tone simply by if I was smiling or not. When your reps smile, your donors can also hear it. That positivity is encouraged by creating a safe environment with the Positive Coach Approach that directly affects call quality in a good way!
These are just a few reasons why Incept strongly believes in what the Positive Coach Approach can bring to the table. Overall, it creates a safe environment to educate in, gives the representatives you’re working with a feeling of self-accountability and self-worth, and (most importantly) provides your organization with a unified message and method to effectively motivate and transform good reps into great reps. What do you have to lose?
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