Title Page
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Management Apprentice's Full Name
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Employee's Full Name
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Name of Observer (Coach / Supervisor/ Manager)
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Date and Time of Evaluation
Preparation / Getting Started
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Management apprentice reviewed employee's 4-week performance trends via metric reports, CSAT surveys/verbatims, Quality monitors, escalated calls/questions, tickets, etc
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Management apprentice reviewed multiple Advocate calls/tickets/emails/chats in advance
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Management apprentice greeted employee and started the discussion on the human side
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Management apprentice set appropriate expectations for the discussion
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Management apprentice and employee reviewed a recorded call/ticket/chart/email/chat together
Discussion for Understanding
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Management apprentice and employee calibrated on what they liked about the quality of the interaction
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Management apprentice and employee calibrated on the opportunities for improvement on the interaction
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Management apprentice and Advocate identified behavioral opportunities
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Management apprentice shared with employee their target behavior
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Management apprentice got employee confirmation on the target behavior
Root Cause Analysis
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Management apprentice utilized the "5 Whys" questioning technique to identify the root cause of the Specialist's behavioral opportunity.
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Management apprentice had the employee explore impacts on the customer if the behavior continues
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Management apprentice had the employee explore impacts to self if the behavior continues
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Management apprentice had the employee explore benefits to the customer if they changed the behavior
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Management apprentice had the employee explore benefits to self if they changed the behavior
Action Planning
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Management apprentice asked what actions employee can take to change the root cause of the targeted behavior
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Management apprentice and employee mutually identified specific, challenging and motivating actions, as compared to the NORMS checklist, and agreed on measurable performance criteria
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Management apprentice asked the employee to review the actions against SMART.
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Management apprentice asked what the employee needed to help them keep their commitment to changing the targeted behavior
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Management apprentice asked the employee to recap discussion and actions going forward
Follow-Up
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Management apprentice set a date for an early progress review with the employee
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Management apprentice set a specific follow-up date and time for next coaching session
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Management apprentice solicited employee's feedback, listened/asked questions and thanked them
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Management apprentice asked the employee what else they would like to talk about
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Management apprentice assured confidence in the employee's achievement and offered praise and recognition.
Completion
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Recommendation(s)
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Full Name and Signature of Management Apprentice
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Full Name and Signature of Observer (Coach / Supervisor/ Manager)
