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"THE COACHES CORNER"

(UPDATED 24 March 00)




5 COACHES !! ?? !!

QUESTION:

Why do we have to fight "TOOTH and NAIL" with The Company to get RES AGENTS hired in the "UNDERSTAFFED" Res Office..

BUT.....

It seems that we get approval to hire more Coaches with no questions asked?

ANSWER:

YOUR GUESS IS AS GOOD AS MINE !!

SEEMS STRANGE TO ME TOO !!!

WORRIED ABOUT "THE LIST"



Updated 24 March 2000

In the ONGOING Struggle
to make "THE LIST"
palatable to EVERYONE....

We will try YET ANOTHER
way of doing "THE LIST".

Starting April 02 2000

"THE LIST" will be posted
every Thursday for a one (1)
week period.

"THE LIST" will be time
stamped and signed off
by a Lead Agent or Steward
before it is posted.

I SINCERELY HOPE THAT
THIS METHOD OF POSTING
"THE LIST" WILL RESOLVE
THE ONGOING PROBLEMS
MANY OF YOU HAVE WITH
THE WAY "THE LIST" IS
CURRENTLY BEING POSTED.

If this method does
not work..

We will try yet
another way of posting..

OR

At last resort

A GRIEVANCE will be
filed to resolve
this NAGGING issue.

Rob



I PERSONALLY THOUGHT THAT
TAPES WERE TO BE USED AS
A TRAINING TOOL TO HELP US
ALL BECOME BETTER AGENTS.

I THOUGHT THE COACHING and COUNSELING SESSIONS WERE
SUPPOSED TO BE A POSITIVE
and PRODUCTIVE EXPERIENCE.

I THOUGHT WRONG !!!!

AGENTS HAVE BEEN
"AND CONTINUE TO BE"
DISCIPLINED FROM TAPES
MADE BY THE COACHES
AND TURNED INTO MANAGERS.

FIRED ... SUSPENDED ...
LETTERS ON FILE .....

I HOPE THAT THE COACHES
LIVE UP TO THE

"COACHES MISSION STATEMENT"

THAT LOCAL MANAGEMENT
HAS DISTRIBUTED TO
US ALL.

If you have not read the

"COACHES MISSION STATEMENT"

I have included it below.

Rob

___________
COACHES MISSION STATEMENT

A Coach is a person who HELPS TO MOTIVATE and SUPPORT individuals, in a TRUSTING team environment, to attain revenue and customer service goals while ENCOURAGING people with POSITIVE REINFORCEMENT.

This will lead to a MORE CONFIDENT, SELF-DIRECTED and CHEERFUL work force.

---------------

THE COACH WILL:

> Analyze calls OBJECTIVELY to provide CONSISTENT feedback.

> Provide feedback to the local and headquarters management team.

> Provide TIMELY FEEDBACK to training and procedures.

> Be a VISIBLE, OPEN and TRUSTED member of the team.

> Be SPECIFIC...include info on how the customer is affected.

> RESPECT CONFIDENTIALITY



ONE CAN ONLY HOPE THIS IS ALL TRUE!!!

AND OUR COACHES WILL LIVE UP TO THIS "MISSION"

ROB