If you have a staff member who would benefit from 1-2-1 time, I have developed a number of specifically targeted coaching sessions which address certain common issues that staff members can encounter. They will take between 30 and 90 minutes depending on content and on how the session goes. If there is a topic not covered by one of these sessions, let me know and I can bespoke design something specifically for them.

• Process driven – This session will benefit you if you adopt a process driven, as opposed to conversational approach when speaking to customers.

• Conflict resolution-This session will be useful for anyone who struggles with resolving conflicts both with customers and colleagues.

• Organise your thoughts – This session will benefit you if you struggle to organise your responses to customers, if you get flustered when having to think ‘on the hop’.

• Communicating with other cultures – This session will help if you frequently speak to people who speak little English, also if you sometimes have difficulty communicating with people on the phone.

• Task management – This session will be useful for anyone who struggles to manage their tasks throughout the day. People who feel overloaded with work and have difficulty organising their time.

• Structure and response adjustment – This session will benefit you if there is a lack of urgency and structure to your calls, and/or if your responses to customers and to situations are misjudged.

• Appropriate pace – This session will benefit you if you struggle to match and adjust your pace and language patterns to your customer.

• Your voice – This session will help anyone who struggles to establish rapport or sound interested, finds work affects their voice, or wants to use their voice in a targeted influencing way.