EVERY COACHING MOMENT- WHETHER IT ' S SCHEDULED OR SPONTANEOUS- IS A CHANCE TO GROW. SOMETIMES YOU ' LL HIT A HOME RUN. OTHER TIMES, YOU ' LL WALK AWAY WONDERING IF IT EVEN MADE A DIFFERENCE.
COACH’ S CORNER
DRIVING FORCES
FIGURE 3
Source: Charlotte Nickerson,“ Extrinsic vs. Intrinsic Motivation: What’ s the Difference,” Simply Psychology, modified by Mark Pereira
But in reality, motivation is deeply personal. Two agents might hit their targets for totally different reasons: one to feel competent and independent, the other to help their team make a difference in the world.
And when you don ' t know what drives someone, even the best coaching strategies can fall flat. Like trying to fuel a car with the wrong gas. You might mean well, but it ' s not going anywhere.
That ' s why taking the time to understand an agent ' s driving forces- the " whys " behind their behavior- can make a significant difference. It brings clarity to those challenging conversations, uncovers what they care about, and gives you a direct line to what inspires them to put in their best effort.
I remember meeting with an agent who consistently skipped her breaks and cut her lunch down to just 15 minutes. When I asked her about it, she explained, " Calls are waiting; I just want to do my part to help us meet service levels."
Her heart was in the right place. She genuinely cared about the team and the callers. But as we know, this kind of well-intentioned behavior can lead to burnout and even legal trouble.
Rather than confronting her head on, I took a different approach. I explained that adherence wasn ' t just a checkbox metric: it was an important performance metric that gets reported to the client.
I told her that skipping breaks might seem noble in the moment, but it lowers her adherence score and impacts the center ' s overall performance.
I also reminded her that, by law, anyone working an eight-hour shift is entitled to two 15-minute breaks and a 30-minute lunch. Not following that not only affects her wellbeing, but it also puts the organization at legal risk.
After our conversation, something shifted. She started taking her breaks and lunches on time and for the allotted durations.
EVERY COACHING MOMENT- WHETHER IT ' S SCHEDULED OR SPONTANEOUS- IS A CHANCE TO GROW. SOMETIMES YOU ' LL HIT A HOME RUN. OTHER TIMES, YOU ' LL WALK AWAY WONDERING IF IT EVEN MADE A DIFFERENCE.
EMPATHY: THE LEADERSHIP BRIDGE
I hope these tools serve you well in your coaching conversations: just as they ' ve helped me over the years.
And here ' s one more piece of advice: always lead with empathy. It ' s the bridge that connects you with your agents, especially in challenging moments. Review the article on“ Why Empathy in Leadership Matters”.
Coaching isn ' t something most of us naturally excel at: it ' s a skill we build over time. I wish it were something you could learn once and be done with, but the truth is, it takes ongoing practice, reflection, and patience.
Every coaching moment- whether it ' s scheduled or spontaneous- is a chance to grow. Sometimes you ' ll hit a home run. Other times, you ' ll walk away wondering if it even made a difference.
But keep showing up. Because those small, consistent conversations are where real development happens. For you and your agents.
So, stay curious, stay empathetic, and most importantly stay calm and carry on coaching.
Mark Pereira is a certified Trainer and experienced On-Site Supervisor specializing in boosting retention and productivity through proven teaching methods. With an academic background in Business and Innovative Education, he provides coaching to agents with empathy and skill. He stays up-to-date with industry developments from his base in Indianapolis, Indiana.
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