• Gillian is a call center employee who has received a number of complaints about her phone manner. While
clients complain about her “attitude”, they do not question her technical expertise and often praise her
knowledge.
• Fillip is a shift supervisor at a retail boutique that sells high-end women’s fashion. He is a good manager to
his team. Fillip has a good sense of fashion and customers appreciate his taste and style. However, he is too
quick to issue discounts and refunds to customers outside of the company’s policies.
In response to each of these scenarios, note how you would use the coaching model to approach each
employee. Discuss how the employees might react to your use of the model. Would this model allow you to
reveal the information you need in order to have an effective coaching session? What benefits might this model
provide for a coaching session beyond a typical manager-worker interaction? How might you use the model to
approach the concepts of engagement and ownership?