INTERNAL RESOURCE
Coaching Guide
A structured 15-minute weekly coaching framework designed to maintain performance standards and support employee growth.
Weekly Coaching Script
A 15-minute structured conversation tied to low performance scores.
Open
“This is your weekly performance review. The goal is to support you and make sure expectations are clear.”
State the Score (No Debate)
“Your overall score this week was 2.9, which falls below our minimum expectation of 3.5.”
Identify Specific Issues
Reference facts, not opinions. Example areas: Timeliness (2/5), Script adherence (2/5), client complaints regarding incorrect information.
Employee Response
“Can you walk me through what happened?” — Listen. Do not argue.
Corrective Expectations
Set clear expectations going forward, such as on-time login for every shift.
Consequences
“If next week’s score is below 3.5 again, this will move to a formal improvement plan.”
Close
“We’ll review progress next week. Reach out if you need clarification.”
Probation vs. Permanent Employees
Different standards apply depending on employee tenure. This distinction is critical in the first 30–60 days.
Probationary
First 30–60 Days
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Weekly score must be ≥ 3.7
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No automatic-fail violations allowed
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Two low weeks = termination
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Coaching is direct and immediate
Permanent
After Probation
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Weekly score must be ≥ 3.5
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Two consecutive "Watch" weeks → Coaching plan
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Two "Fail" weeks in 30 days → PIP
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Three fails in 90 days → Termination
Documentation Difference
Probation
Summary notes only
Permanent
Written coaching + acknowledgment
Why This System Works
A 15-minute structured conversation tied to low performance scores.
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Objective — based on scores, not feelings
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Scales as your team grows
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Protects client relationships
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Protects you legally
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Encourages good behavior early