# data[].attributes.headline
In terms of feedback what kind of things are you looking for?

# data[].attributes.subject
In terms of feedback what kind of things are you looking for?

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Accountability piece for me. I don’t know exactly but you don’t know what you don’t know

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Had 2 quad jacks. Agents loved it. the TM was excited. MA takes a very humble approach and says she is still learning and when talking about DWs she refers to the DW path for th TM and its great that she dan identify that. She is really good at asking questions around what do I want out of this. What is the wiiffm for me and what I'm getting out of it, weve had great conversations around effectiveness. Positive experience and you can still see how knowledgeable she is.

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What is most important to you when coaching TMs?

# data[].attributes.subject
What is most important to you when coaching TMs?

# data[].attributes.body
Effectiveness. Going through exercises on coaching effectiveness. TIAT, asking ourselves these questions and using the dashboard

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For Relevancies, it sounds like OMs generally enjoying case studies and calibrating, to explore real-life scenarios and challenges, so that they come away with tangible and immediately use-able tips and techniques.

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What is the main value for us ,  as  OM's, to have the CS BA part of our session?  

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What is the main value for us ,  as  OM's, to have the CS BA part of our session?  

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(Interview with Pina)

It does bring alignement in our group.  Before having you (Mario) into our session, all OM's where doing often different things, different ways.  Feels like the strategy is much stronger than before.

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What is important for you in our CS meeting ?  

# data[].attributes.subject
What is important for you in our CS meeting ?  

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I like the fact that it's transparent, we can see another side from what my TM's are saying, gives me clues on how to challenge them.  The discussion with my CS BA (who was a TM before) help me in my support direction and it's always nice to learn and leverage what others are doing also in order to get better.

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Feels like they very long and by the time we are getting to the end, usually rushed.  I question how much value the agents actually get from these.

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Feels like they very long and by the time we are getting to the end, usually rushed

# data[].attributes.body
Feels like they

# data[].attributes.headline
The topic helped to improve Coaching Strategy

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The topic helped to improve Coaching Strategy

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When we reviewed the coaching effectiveness we realized for some there were missed sessions and others needed support in understanding how to be strategic.  We ended up doing a reset of the whole team basically starting from scratch with coaching sessions and changing the coaching focus.

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Can you tell me a story in which I provided you with valuable information that really helped your coaching? CS flags, and historical data of DD to build the case and RRT strategy, it has helped me to work specifically on that area of opportunity which is strategy and coaching focus 

# data[].attributes.subject
Can you tell me a story in which I provided you with valuable information that really helped your coaching? CS flags, and historical data of DD to build the case and RRT strategy, it has helped me to work specifically on that area of opportunity which is strategy and coaching focus 

# data[].attributes.headline
How did you feel? At ease, gives me peace of mind as I had the resources handy without any additional efforts, as i am not the only seeing what i'm seeing, gives the resources to work on things that are relevant without further preparation, or as a complement to my preparation

# data[].attributes.subject
How did you feel? At ease, gives me peace of mind as I had the resources handy without any additional efforts, as i am not the only seeing what i'm seeing, gives the resources to work on things that are relevant without further preparation, or as a complement to my preparation

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From what i have done for you and how have I supported you, what should I continue doing?Flags - additional support one on one with TLs, it's easier to address with TLs. Do things with a purpose, the same, preparation.  Continue to be present during coaching activities 

# data[].attributes.subject
From what i have done for you and how have I supported you, what should I continue doing?Flags - additional support one on one with TLs, it's easier to address with TLs. Do things with a purpose, the same, preparation.  Continue to be present during coaching activities 

# data[].attributes.headline
I like getting insight into coaching and when you bring up your TJs and have thoughts for us. 

# data[].attributes.subject
I like getting insight into coaching and when you bring up your TJs and have thoughts for us. 

# data[].attributes.body
For example as of the 1st Iris will be moving into a DO and I didn’t have time to canvas...I had to let her go …..we couldn’t follow a big process over who was going into the role and we use these insights to make those decisions

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 [Walking through TMs Coaching Insights, along with TIAT, to look at strengths and identify opportunities]

# data[].attributes.subject
 [Walking through TMs Coaching Insights, along with TIAT, to look at strengths and identify opportunities]

# data[].attributes.body
I really liked the deep dives you walked me through because it gave me better ideas on what to look for and how to use the information from the reports. [Walking through TMs Coaching Insights, along with TIAT, to look at strengths and identify opportunities]

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Team Member and Leaders enjoy it….they are happy to have the Director there and theres not OMG there’s gonna be 4 people in total

# data[].attributes.headline
TMs and Agents love having the Dir sit in and offer feedback 

# data[].attributes.subject
TMs and Agents love having the Dir sit in and offer feedback 

# data[].attributes.headline
Most value you're getting out of Quad Jacks?

# data[].attributes.subject
Most value you're getting out of Quad Jacks?

# data[].attributes.body
Kev The most value has come from the face-time that the Director gives the TM and the Reps. It brings credibility and support to coaching and all the time and effort we are putting into it. There's way more value in this than the DW or DDs for the OM.

# data[].attributes.body
James G - very valuable as an engagement builder
- Scott is very hands on and his exceptional business knowledge lends a whole new perspective and the sessions tend to be quite interactive

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Can you describe a time where you were really passionate about your quad jack? I did my quad jack during my time off. Had to dial in since I wanted to listen to the coaching session real time. Sometimes or most of the time I feel as though I know how the coaching session would go.

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Can you share with me how was your first experience during a TJ?

# data[].attributes.subject
Can you share with me how was your first experience during a TJ?

# data[].attributes.body
I was Nervous, and challenged due to spot areas of opportunity since I knew I had my opportunities myself.

Why? Because I felt like I was not ready or prepared, there’s no OM program nor onboarding, also  they would challenge my ideas or suggestion at some points

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Interview with Shirley Lelkes
- very valuable as an engagement builder
- Scott is very hands on and his exceptional business knowledge lends a whole new perspective and the sessions tend to be quite interactive
- Because our teams are spread out so much we have to travel a lot and work virtually it can be hard for Scott to get to everyone thought he tries
(note - not shared by OM, but there was a lot of lack of specifics, gave the impression that meetings were happening but I don't think they were Quad Jacks as we would define them, she kept referencing group sessions as well)

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What's the most value you're getting out Quads?

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What's the most value you're getting out Quads?

# data[].attributes.body
The value has been ok, like when it comes to getting validation for what the OM is already doing. However, they've not really discussed many DDs, areas of opportunity and things that could be improved. It's not really followed SG methods. The OM would really like to learn how to turn coaching from good to great.

The most value has come from the face-time that the Director gives the TM and the Reps. It brings credibility and support to coaching and all the time and effort we are putting into it. There's way more value in this than the DW or DDs for the OM.

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I have had a quad jack, and see value in this and I would say once a month

The challenge is logistics and time to perform a 4 jack

Not seeing value in 4 jacks or feedback

# data[].attributes.body
James Interview with Shirley Lelkes
- very valuable as an engagement builder
- Scott is very hands on and his exceptional business knowledge lends a whole new perspective and the sessions tend to be quite interactive
- Because our teams are spread out so much we have to travel a lot and work virtually it can be hard for Scott to get to everyone thought he tries
(note - not shared by OM, but there was a lot of lack of specifics, gave the impression that meetings were happening but I don't think they were Quad Jacks as we would define them, she kept referencing group sessions as well)

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Jackie

What can I change?

TJ support, to get a different perspective on what I what I have been coaching.

Review my coaching support and coaching focus - Quad jacks  or strategy reviews

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It’s a little bit weird to follow the coaching path...it’s hard b/c it’s only every quarter - I self identify my focus - it’s hard for her to follow the path

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It’s a little bit weird to follow the coaching path...it’s hard b/c it’s only every quarter - I self identify my focus - it’s hard for her to follow the path

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Xavier_mejia: What are your thoughts on 4 jacks?

# data[].attributes.subject
Xavier_mejia: What are your thoughts on 4 jacks?

# data[].attributes.body
I have had a quad jack, and see value in this and I would say once a month

The challenge is logistics and time to perform a 4 jack

Not seeing value in 4 jacks or feedback

# data[].attributes.body
It’s just the time is so long...by time the TM coaches agent and me with TM and then her with me…..she books and hour and it takes longer so it’s rushed…If I had to do improvements it would be the time dedicated towards it….I understand their calendars….

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How can I integrate more learning into my TJs? .... I have new TMs and LDPs that dont know what they dont' know....you have to have those conversations sometimes - you have to tell them 'how they can do better' they want us tell them.

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Most important - being able to “I love the coaching part” there are so many different pieces - love the ah ha moments and helping them to see when they have actually impacted a behaviour that makes it good

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Coaching is important for Rudy because it allows him to create intimacy with agents and team leaders, this helps to identify knowledge gaps and speed up development of skills that otherwise would never be mastered. Removing roadbloacks is the best outcome from coaching for Rudy.

# data[].attributes.headline
Can you share with me how was your first experience during a TJ?

# data[].attributes.subject
Can you share with me how was your first experience during a TJ?

# data[].attributes.body
I was Nervous, and challenged due to spot areas of opportunity since I knew I had my opportunities myself.

Why? Because I felt like I was not ready or prepared, there’s no OM program nor onboarding, also  they would challenge my ideas or suggestion at some points

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Coaching style? Collaborative coach, persuader coach, I like to involve my people as part of the solutions, but the other part is to persuade my TLs go the way I want.

Definitive coach as I like things to be done certain way, as I really need to get results, i need coaching to translate in results.

How does that make you feel? I does make a difference emotionally, the feeling varies, depending on the result. It depends on the outcome of my coaching approach, if I don't see the results I feel frustrated, also if I don't see changes, especially as we have been coaching for too long change on behaviors and results I tend to ask my self whats next, upset or frustrated.

Body language: Nervous, drawing, uncomfortable/excited/active

How do you prepare?

Depends on the approach, for example I had to Tj a one on one to understand better what they have been discussing on One on ones if the coaching conversation was not as effective so I can validate through one on one conversation.

Trends, Coaching dashboard It's always the same - He is really organized, all the steps and tools to prepare are bookedmarked on its own folder

How was your last quadjack session? Two days ago  What did you like about it? What didn't you like? Why?

I really like them as i can be questioned on the approach I take on my strategy, am i listening, am i double clicking, am i understanding what they are coaching. I feel good about those.

What dont you like? Interruption, and not answer what I have been asked, makes me uncomfortable.

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Coaching style? Collaborative coach, persuader coach, I like to involve my people as part of the solutions, but the other part is to persuade my TLs go the way I want.

Definitive coach as I like things to be done certain way, as I really need to get results, i need coaching to translate in results.

How does that make you feel? I does make a difference emotionally, the feeling varies, depending on the result. It depends on the outcome of my coaching approach, if I don't see the results I feel frustrated, also if I don't see changes, especially as we have been coaching for too long change on behaviors and results I tend to ask my self whats next, upset or frustrated.

Body language: Nervous, drawing, uncomfortable/excited/active

How do you prepare?

Depends on the approach, for example I had to Tj a one on one to understand better what they have been discussing on One on ones if the coaching conversation was not as effective so I can validate through one on one conversation.

Trends, Coaching dashboard It's always the same - He is really organized, all the steps and tools to prepare are bookedmarked on its own folder

How was your last quadjack session? Two days ago  What did you like about it? What didn't you like? Why?

I really like them as i can be questioned on the approach I take on my strategy, am i listening, am i double clicking, am i understanding what they are coaching. I feel good about those.

What dont you like? Interruption, and not answer what I have been asked, makes me uncomfortable.

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Whats your least favourite coaching session?

# data[].attributes.subject
Whats your least favourite coaching session?

# data[].attributes.body
my least favourite is remote verification….the coaching part is ...everyone is so different …… Dave is super telly - helping dave not being telly or like John who is so new - he follows the path to the T b/c he’s following the coaching piece but coaching has grey ….

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When it comes to coaching, what do you want to learn?

# data[].attributes.subject
When it comes to coaching, what do you want to learn?

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I want more training on how to coach TMs. I want them to be more excited about the process and come to the meeting with "This is what I'm struggling with and I want to know how e can work on it together." I also want to know how to have triple jacks that don't just follow the coaching path, but allow you to have coaching conversations that aren't directly related to a side-by-side. I want to learn how to avoid popcorning when it comes to coaching TMs.

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What's your perfect-world triple jack look, feel and sound like?

# data[].attributes.subject
What's your perfect-world triple jack look, feel and sound like?

# data[].attributes.body
Both parties would be active and feel that it's relevant. No one feeling like it's just checking off a box. Want the TM to lead the conversation, feeling energized and know what they're working on. Would want them to be transparent on what they're struggling on, either with regards to a step in the coaching path, or how they're getting through to a Rep.  Want to bounce ideas of of each other and make it more of a conversation. Want them to be more organic and feel like I'm working WITH them. Finally come away with a clear game plan that they can use daily that drives change.

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What is your blue sky vision for your TM's coaching in 2019?

# data[].attributes.subject
What is your blue sky vision for your TM's coaching in 2019?

# data[].attributes.body
Interview with Shirley
- We have faced a lot of obstacles in 2018 that we have just in Q3 and Q4 started to overcome, lack of surveys or call/chat capturing for some teams. Knowledge changes, etc. I think now that we are seeing some progress we should continue the momentum on coaching to our customer's (frontline agents) experience and positioning, thats' what I would like to see more of in our coaching documentation

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It's really good so far! I really appreciate how comfortable I am with you. Previously, with others, it's felt like they're pushing their own agenda. I like being treated as an adult and respected. I like that you ask what I want to see in RRTs. I really liked the deep dives you walked me through because it gave me better ideas on what to look for and how to use the information from the reports. [Walking through TMs Coaching Insights, along with TIAT, to look at strengths and identify opportunities]

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Preparing for relevancy calls tends to become a Strategic 3J session with the team leaders, as for MONTIG the team leaders present we normally review results, the coaching dashboard and the ROCI  dashboard.

The Favorite part of the relevancy calls is to listen to calls from both onshore and offshore to be able compare and identify best practices to take them to a next level. Relevancies are overall great for Rudy, he would like to hear more from the challenges that onshore team leaders and agents have in their day to day coaching.

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This is Kristine. Download to listen

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Interview with Shirley
- If I'm honest I think we do way to many case studies, I find our teams are all so different that they don;t offer a lot of value and its a lot of work to put them together

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What would you like to see more of in Relevancy?

# data[].attributes.subject
What would you like to see more of in Relevancy?

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Interview with Shirley
- I would like more information on coaching, helping to develop our knowledge. Also some perspective form how frontline teams, who often have more experience, are tackling things, understanding whats important to them.

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What do you see as the biggest obstacles your TM’s face when it comes to coaching?

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What do you see as the biggest obstacles your TM’s face when it comes to coaching?

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Interview with Shirley
- There are lots of extra knowledge and manual tasks that my TM's have to do over and above coaching. I think sometimes they get bogged down with too much or focus on non-coaching related things in their coaching time. I would really like them to focus on behavioral skills to drive survey results and how they impact things like L2R.

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what value do you get from Relevency Calls?

# data[].attributes.subject
what value do you get from Relevency Calls?

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RC needs to change, we need to make it more realistic, most of things shared might not close to reality, we need to expose areas of opportunity

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Coaching is important to develop self discovery and get improvement sustainable

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Where are you physically during relevancy?

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Where are you physically during relevancy?

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I sit at my desk, we used to attend together, but I liked the comfort of my desk and I almost always eat lunch during relevancy.

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How do you stayed aligned on Coaching as a site?

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How do you stayed aligned on Coaching as a site?

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We talk and keep our coaching conversation ongoing and open. BEsides looking at me a TM in this site wouldn't know the difference between me or another OM coaching them. We can jump in and the leader doesn't see a difference because we stay on the same page as much as psosible.

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Relevancy doesn't give me anything new most of the time. Weekly frequency is just way to much. It's like beating a dead horse.

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What do you love about Coaching Sustainment meetings.

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What do you love about Coaching Sustainment meetings.

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I love the dashboard....

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It happens way to often! Blue sky, it wouldn't be something we have to do ....I dont know what value it's adding. We are sensible enough to know if there is a coaching issue to reach out and even share.

# data[].attributes.headline
Tell me about a time where information from your Coaching BA was really useful

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Tell me about a time where information from your Coaching BA was really useful

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I like getting insight into coaching and when you bring up your TJs and have thoughts for us. For example as of the 1st Iris will be moving into a DO and I didn’t have time to canvas...I had to let her go …..we couldn’t follow a big process over who was going into the role and we use these insights to make those decisions

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I like the old relevancy call which really deep dive on opportunities and gather/solicit solutions that my peers can share. A very good avenue for us to learn more from each other and have a solid solution and takeaways at the end of the session.

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What do you think about relevancy calls? I always try to participate and share my insights, I try to share what I do and see what others do, i'm not going  to be quiet, it's important to hear what others are doing too

The one that helped me the most was where we calibrated and performed the case studies as it sparked my curiosity to understand and dig dipper on what my Tls where doing in terms of coaching effectiveness

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We dont have any formal venue or conversation to share our thoughts and best practices, we only respect each other points of view. I would love to see more of how their Best practices are helping with the results so I can buy in what they're sharing

Pain point
Sometimes it has felt like a waste of time, I usually dont prepare for those unless i get asked to, I can remember only a few sessions that have been helpful. Specially the ones where we calibrate. Maybe relevant topics such as how to have different type of conversations with TLs, out of coaching scope topics

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Can you tell me why coaching is important personally? It helps me to know the way agents are being developed, not only knowing if they are complying with the quality standards but if they are adding value, it helps to see the improvement on people based on the quality of coaching
Have CS sustainment helped you specifically with something about coaching? CCF follow up, OM effort, created a folder per TM to have it digital, it helps me to create a strategy with the opportunities, support with CCF Monica, follow up
Emotionally how did that make you feel?
It was honestly hard as sometimes we were afraid to not doing things as there was going to be a consequence, what you did It helped me out cause I felt supported.
Have you ever commented with OMs, anything about OM sustainment meetings?
Not much, during bi weekly meetings we discuss topics that we address during om sus but in a more general way.

From TLs what have they shared after the actions are deployed?Antonio, he was afraid of the results he was going to present, as he was recognized he felt motivated, and he started sharing with other TLs based on the feedback you guys shared as I use it on my TJs. It helps to re-support what I do

How do you manage those takeaways on our OM sust?

Its hard because we are not aligned as Oms, as each one of us take them as its own way, but I think its because a lot of things are going on, we adapt to the rising priorities rather than the strategy
What’s your biggest dream within the company?
I’m not looking to grow, I have always dreamed to take a position outside ops, for example recruitment manager, an administrative position
What’s your biggest dream with your team?
I’m curious about pulse check results; we’ve had excellent results as an account level but you never know who and why. But now that we will have OM level, is to understand what we are missing or we can learn.

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CS has taught me how to do follow up, how to document it with a structure and what do i want to get from it. Understand that if i dont document it it wont happen.  Helped me realize that if I set myself to it I can make it. As follow up is the never ending OM Do differently.

What I appreciate the most from your support is: Flexibility as If I ask you something you are up to it, you are very open to hear and understand our needs as a group therefore we are able to create strong strategies easily. You are always following up which I think its critical.

OM vision: I have 2 commitments, my TLs and my agents. Making a difference in their development and making them feel good about their job.  If you take care of your people they will take care of their customers.

OM motivation and fear: Motivated by the sense of accomplishment and being able to help someone, making a difference on their lives.

I am afraid of looking bad, sometimes you have the chance to more for people but you end up blaming time and you know its time needed for development also that my TLs dont want growing as much as I do. Sometimes i get frustrated by getting people through change as 30% of managing changes is learning and the other 70% is managing emotions, staying positive all the time. When people dont want to collaborate.

OM Sust Opportunities
Those are out of your control but i think having enough time on coaching venues to further develop TLs, and asking more for your support if I have a specific challenge. Maybe being more proactive, purpose more ideas.

Measures of success
Seeing my TLs grow, having people recognizing my team as the best team. Showing always a positive trend by all means.

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- Can you tell me about a time in which us CS have make a difference to your role?
OM workshops have made the most difference, as we tend to change our coaching as we want, the one that helped me the most was the CCF workshop as I had the chance to do it effectively with my TLs as its easier for me coach them now as I have a plan with them, its more specific, its easier to master skills with them

- Since this is something you transmit to your TLs, how have you recognized how they feel about it? Through coaching, I think I can validate through them feeling comfortable doing coaching

- What makes you feel good of what you do?
Knowing that I am doing things right, seeing results and having team aligned on goals and efforts

- For me to help you with that, what do you think I can do to support you better?
Receive feedback from you about my TLs and myself regardless of the topic would be really helpful.

-What’s your biggest desire as an OM within the company?
That’s a hard question, find something that I really love to do, I really like to work with people and like coaching. Try being more motivated and feeling the satisfaction of me doing that I love, related to coaching more than operations.

- What’s your biggest fear or challenge?
Not being able to succeed on what I do, everything that happens in Koodo CAM is because of us, not being able to meet the clients expectations.

- How can I help you overcome that?
Through communication, along the way we would have different challenges, be able to create strong plans, I truly believe in coaching being the best way to develop people and be successful.

# data[].attributes.body
Are they always needed - cancel if they are not....has to be of value.

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What do you not like about coaching sustainment meetings - are they always necessary?

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I think for me the reporting is very important, I had concerns and I looked at the form and it was just a small error - the reporting for me is really important ...I send it out every Monday and I ask Why - Even my Team Managers are looking closer…drill down….

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Having them to frequently means less conversation - not weekly - let’s do bi-weekly and give time and you’ll get more conversations…..nothing’s new the next week.  It’s gotta be a challenge for Coaching Sustainment - cadence on frequency.

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we might be different than other OMs - we host Friday afternoon connection meetings and Leigh does her followups and we pull up the Cdash and we go through each piece to ensure our TMs know how we’re using it…...so when it’s pulled into reporting it’s redundant - we do that……It’s not how to pull the reporting or how to find the reporting...how can we leverage it more

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Tell me about your favourite relevancy calls?

# data[].attributes.subject
Tell me about your favourite relevancy calls?

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I" love old traditional RRT's, you end up getting the authentic challenges people are having…..I’ll use Amanda - she brought a challenge and she didn’t prep for it - it’s on the fly and transparent and there’s no over analysing"

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It’s not about 1:1 - we don’t have the same challenges in different sites...unless there is an agenda I’m not preparing for it….”I don’t feel the need too” “I like when we don’t have an agenda”  “Let’s just talk about this” That’s when we go over time b/c it’s here's’ where we’re at and  we have a convo

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Tell me what you like least about Coaching Sustainment meetings?

# data[].attributes.subject
Tell me what you like least about Coaching Sustainment meetings?

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I get value from the Dashboard more than my sustainment meetings and relevancy - I can see trending, I can determine strategy ...I can see engagement opportunities and where we are not hitting the mark…..

# data[].attributes.headline
What would make Relevancies even more valuable to you?

# data[].attributes.subject
What would make Relevancies even more valuable to you?

# data[].attributes.body
Sharing quick and relevant best practices within 10 mins. Learning best practices that have been proven to be effective in other campuses, then discussing how it can be rolled out and shared with TMs here. Listening to calls to not only look for DD, but also focus on DWs so we know what GREAT looks like and what Reps should be aiming for, rather than avoiding.

# data[].attributes.headline
The topic helped improve Coaching Strategy

# data[].attributes.subject
The topic helped improve Coaching Strategy

# data[].attributes.headline
Tell me about your favourite Coaching sustainment meetings?

# data[].attributes.subject
Tell me about your favourite Coaching sustainment meetings?

# data[].attributes.body
When we have transparent conversations and you flag opportunities - you’re best growth happens when you’re leveraging your peers…. How can we bring the best value to our leaders….? With anything even RRT’s “Here’s the challenge how should we approach it”  Less about Coaching Path….here’s a win I had...or here is a challenge I’m having, how can I approach it differently…..

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'she follows the path and we've reviewed the TJ playbook, when we have more of discussion, at at her level that's more important to me, I want a discussion, because she has experience and knowledge."
I want feedback, some sort of way for her to simply provide me with feedback. I have 6 TJs a week, she does maybe 12 a year it's hard for her to identify real coaching path opportunities when she has such little exposure to this....

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Rudy's coaching is style is focused on customer experience, leaving KPIs aside from the convesation and being more set on what the customers get out of the interactions. Rudy likes to encourage self discovery and focusing a lot on ask vs. tell which was one of his areas of opportunity before.

On his last triple jack Rudy felt challenged because there are many priorities for the Team Leaders to focus, for FFH B2B and Sales seem to be on a never ending priority competition. It is difficult to focus on one thing when the TLs continue to be feed with different asks both onshore and offshore.

Valuable experiences include helping team leaders identify when to continue coaching and when to move forward with performance management. What are some black or white items, TLs should be expecting from agents.

Not so pleasent situations include not being able to roleplay enough as there are some time constrains due to some of the workload team leaders have. Sometimes the team leaders then to answer the scenarios themselves without roleplaying properly.

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enough experience and haven't gone through enough speed bumps and challenges to know how to do the coaching....that's a problem.

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Kev - What's the most value you're getting out Quads?

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Kev - What's the most value you're getting out Quads?

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The value has been ok, like when it comes to getting validation for what the OM is already doing. However, they've not really discussed many DDs, areas of opportunity and things that could be improved. It's not really followed SG methods. The OM would really like to learn how to turn coaching from good to great.

The most value has come from the face-time that the Director gives the TM and the Reps. It brings credibility and support to coaching and all the time and effort we are putting into it. There's way more value in this than the DW or DDs for the OM.

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Can you describe a time where you were really passionate about your quad jack? I did my quad jack during my time off. Had to dial in since I wanted to listen to the coaching session real time. Sometimes or most of the time I feel as though I know how the coaching session would go.

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"They are quarterly lots of conflicts, we just moved one out b/c there are a ton of changes happening in our team.