1. Exercise
1.1. Roll Play
2. Explain, Exceed, Express, Gratitude
2.1. Inform team Members you are leaving
3. Paradigm of Responsibility
3.1. Problem Solver
3.1.1. solve coaching challenges
3.2. 100% Responsibility
3.3. Personal Action Plan
3.4. Size of Team and # of SBS & BWPR each day
4. Side by Side and iCare
4.1. Instill confidence in agent
4.1.1. Stay Positive
4.1.2. Sandwich opportunities
4.1.2.1. Exercise
4.1.2.1.1. 3 bad *
4.2. Connection & Collect
4.2.1. Build Rapport
4.2.1.1. what is most import to the agent
4.2.1.1.1. Exercise
4.2.2. Listen to call and collect information
4.3. Access agent devlopment
4.3.1. Score Call
4.3.2. Agree to scoring of call
4.4. Resolve and Recommend
4.4.1. recommend a solution based upon behaviors that will show improvement
4.5. Enroll and Engage
4.5.1. Agent accepts and commits to plan for their success
5. introduce,invite, instill confidence
5.1. Starting Your Day
5.1.1. Meet and Greet/Hand off
5.2. Clean as you go
6. Responsibilty
6.1. RTA
6.2. Where are they?
6.2.1. Blame
6.2.2. Excues
6.2.3. Shame
6.2.4. Responsiblity
7. i
7.1. 7 Essentials
7.1.1. Plan
7.2. Excellence
7.2.1. 30 Day Action Plan
7.2.1.1. Excercise
7.2.1.1.1. write out 30 day plan
7.2.2. 70/30 Split
7.2.3. Organizing Questons
7.2.3.1. Exercise
7.2.3.1.1. Write out personal and company question
7.2.4. Statement of Purpose
7.2.4.1. Connex4
7.2.4.1.1. Exercise
8. C
8.1. 7 Essentials
8.1.1. Listen
8.1.1.1. Exercise
8.1.1.1.1. Listening Verbatim
8.1.2. Motivate
8.2. Excellence
8.2.1. Statement of Purpose
8.2.1.1. input
8.2.1.1.1. Exercise
8.2.1.2. bridge
8.2.1.2.1. Exercise
8.3. MBWA
8.3.1. 70/30 split
8.3.2. Using Outlook Calendar
8.3.2.1. Exercise
8.3.2.1.1. Using Outlook
9. A
9.1. 7 Essentials
9.1.1. Take Action
9.1.2. Monitor
9.1.3. Action & Feedback
9.2. Excellence
9.2.1. Side by Sides
9.2.2. Bi Week Performance Review
9.3. Responsibility
9.3.1. RTA
9.3.2. Side by Sides
9.3.3. Bi Weekly Performance Review
10. E
10.1. 7 Essentials
10.1.1. Action & Feedback
10.2. Excellence
10.2.1. Bi Weekly Performance Review
11. R
11.1. 7 Essentials
11.1.1. Action & Feedback
11.1.2. What is your style?
11.1.2.1. Exercise
11.1.2.1.1. Taking Inventory
11.2. Excellence
11.2.1. Side by Side
12. Paradigm of Excellence and LTOW
12.1. Connex4 Communciation Model
12.1.1. Ready, Fire, Aim
12.1.1.1. Preparation
12.1.1.2. Statement of Purpose
12.1.1.3. Interaction
12.1.1.4. Reaching an Agreement
12.2. Coaching Abilities Self-Assessment
12.2.1. Plan
12.2.2. Execute
12.2.3. Monitor
12.2.4. Taking Action @ Adjusting
12.2.5. Listen
12.2.6. Motivate
12.2.7. Actionable Feedback
12.3. Organizing Questions
12.3.1. Statement of Purpose
12.3.2. Personal Action Plan
13. Paradigm of Possibility
14. Daily Success Routine and iCARE
14.1. Connect, Collect , Commit to make a difference
14.1.1. Review Previous Day's/Week Perfomance
14.1.2. Review Reports
14.1.3. Rewards and Recoginition
14.1.4. Commit to your SBS and BWPR
14.2. Assess, Acknowledge, Apologize, Agree on needs
14.2.1. Conduct SBS and BWPR
14.2.1.1. Exercise
14.2.1.1.1. Listen to Call
14.2.2. Check on Optum Policy Concerns
14.2.3. Real Time Analysis
14.2.4. Facilitate Team Huddle
14.2.5. Attend Calibrations
14.3. Resolve, Recommend a solution
14.3.1. Measure results from SBS, BWPR
14.3.1.1. Exercise
14.3.1.1.1. Listen to call
14.3.2. Feedback from One on One with Upline