The Positive Coach Approach
The Positive Coach Approach
Call Center Coaching for High Performance
Perfect Bound Softcover
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The Positive Coach Approach is truly unique in that it provides a clearly charted course of action. It’s a course for anyone charged with the task of improving call center performance in the form of customer satisfaction, increased sales, shorter call times, and greater employee satisfaction. This book is a teaching guide that will lead you through what to do, why to do it, and how to do it.


This method of coaching eliminates:

   - Stress on coaches and agents

   - The need for constructive criticism


The Positive Coach Approach is:

   - A proven way to get more and better results

   - A kinder approach to performance improvement



The Positive Coach Approach has been designed to stand on four major foundational imperatives. To become proficient in it, managers and coaches must understand and embrace the philosophy and background of the process as outlined in each foundational block.


Foundational Imperative # 1: Four Building Blocks

Managers and coaches must adhere to the attitudinal elements (or ingredients) that make up the Four Building Blocks of positive coaching: intention, relationship, discipline and skill. By intending to be successful, developing mutually beneficial relationships, practicing self-discipline, and use appropriate communications skills, you will become a positive coach.


Foundational Imperative #2: The LAMA Technique©

This technique will no doubt become your most useful and rewarding tool in interacting with everyone in your life, agents as well as peers, subordinates, superiors, family and friends. For our purposes, the LAMA Technique will enable you to initiate and maintain a constructive dialog with agents, thereby avoiding the tendency to “talk down to”, preach or criticize instead of coaching. Your skillful use of this technique will allow you to affect great changes and improvements in the performances of agents you coach.


Foundational Imperative #3: Eight Guiding Principles

The Eight Guiding Principles are the basic philosophy employed in establishing the “what to do, why to do, and how to do” elements of the Positive Coach Approach. These principles will facilitate your efforts to create and maintain a safe and consultative environment, build self-esteem, maintain an adult training environment, delegate responsibilities accordingly, set appropriate timelines, reach bilateral agreements, and ask the right questions.


Foundational Imperative #4: The High Five

The High Five is a clearly defined set of five steps that provide coaches with a fail-proof agenda for conducting successful coaching sessions. This is one of the truly unique elements of this coaching book. Many instructional books will tell you what you should do, and why you should do it, but most fail to focus on telling you how to do it! If you follow the High Five, you are assured of successful, positive coaching experiences every time!

Sally Cordova is a seminar leader, coach, trainer and author. Her personal philosophy of education and commitment through positive expression comes clearly throughout her Coaching Training Programs. She worked her way through university and received her degree in Business Administration and Accounting. She is the author of the High Five Coaching program and the certification training associated with it. Through her advanced education with various leadership and managerial training programs, she learned through trial and error, what works and what doesn’t work. With her roots in customer service she soon learned the value of management with a positive attitude. She has been continually involved in this effort for the past twenty-five years. Email  or visit our website at

Judy McKee is a nationally known motivational speaker, seminar leader, sales trainer and author. She is a pioneer in the telemarketing industry. She began her career as a telephone sales representative and knows the business thoroughly. She is the author of Scriptwriting for Effective Telemarketing and Maximizing Customer Contact and The Sales Survival Guide. She has been a consultant in the call center industry for the past thirty years. Her expertise in the art of telephone sales and positive coaching has put her in demand by corporations and small businesses nationwide. Judy communicates a totally positive approach to selling, coaching and solving problems. Email or visit our website at


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