You've had a tough coaching session with a sales rep. How can you rebuild trust and rapport effectively?

I may be different than other folks, but I don’t use cue words like empathy, validation, etc. I believe my leadership style has led me to a point where I can confidently say I haven’t had a “tough” coaching session in the sense that this post is alluding to. Coaching sessions begin long before the actual session. As a sales manager, it is my belief that the sales person (or anyone you lead) should be involved in the initial goals. Taking ownership in the goals at the start adds a level of self-worth and a heightened responsibility within individuals. When they don’t meet their mark you are able to go back on the goal THEY set. It is their responsibility to meet their goals. It is our responsibility to support them along the way.

After a difficult coaching session, I believe active listening and empathy are crucial for rebuilding trust and rapport. In one of my teams, I had a tough session with a sales rep who felt their efforts were undervalued and was struggling with performance. I scheduled a follow-up meeting where I practiced active listening—allowing them to express their feelings without interruption. I acknowledged their emotions and validated their experiences. By demonstrating empathy and understanding, I was able to bridge the gap and rebuild our relationship. Active listening and empathy can transform a strained relationship by showing that you genuinely care about the other person's perspective, leading to restored trust and improved cooperation.

There is no tough coaching session, imho. There is either a coaching session or a session "where you as leader know what is the right thing and you want to influence/manipulate your sales person into your own view". In a coaching session you usually give the power to your sales rep to find a way. What you can do - if he is your subordinate - you may suggest a topic where you believe improvement is needee. You can bring facts, discuss them and find out what is the topic that lives in your sales rep. This is where you start.

Once you understand and validate their concerns, look to build a plan jointly to address their key concerns. Coaching is about being on a journey together to attain the desirted outcomes.

Il s’agira au préalable de rappeler le cadre de la séance de coaching, d’essayer de réfléchir et de mettre l’apprenant à contribution pour trouver une solution à cette situation. L’amener à communiquer et l’y encourager en l’accompagnant dans ses arguments.

First thing for a coach is how well they listened to the rep. Did the coach articulated the situation well by getting to the bottom of the issue (that made the coaching session difficult). Coaching session gets tough when there is a lot of defence and arguments. The role of a coach here is to help the sales rep reflect on their own situations. Yes there are situations where a rep may get through difficulties because of reasons not in their control. Being empathetic , valuing there authentic emotions , and just being there for them can help create rapport and trust. Not always there's an immediate solution. "I am here for you" is all that matters.

During a tough coaching session, take a breather and regroup. Address any underlying issues or emotions and involve the sales rep in finding solutions. Empathy, proactive listening, open-ended questions, and staying curious can make all the difference.

Estableciendo un plan de acción y dándole puntual seguimiento, mostrando interés en que las áreas que han sido señaladas con la necesidad de mejoras sean cumplidas. Es importante siempre señalar primero las acciones en las que el individuo ha sido acertado y tiene habilidades y en las acciones que se deben mejorar la pregunta debe ser ; "¿Qué harías distinto para obtener un mejor desempeño"? Antes de imponer un punto de vista o una acción a tomar. El colaborador debe idealmente llegar con nuestra guía a reconocer una falla de desempeño y encontrar una mejor forma de proceder.

Recognizing the emotions of your sales representative is essential in the process of rebuilding trust. Communicate to them that you comprehend why they may feel upset or frustrated. Validating their emotions does not necessarily imply agreement with their perspective, but it does demonstrate respect for them as individuals. This step often helps to alleviate tension and create a foundation for more constructive interactions in the future.

Every coaching session, good or bad, needs specific next steps for both the person receiving the coaching and the person delivering the coaching. Ideally, those steps should be defined by the coach prior to the session. Example : Who does what by when.

After a tough coaching session with a sales rep, rebuilding trust and rapport is crucial. Start by acknowledging their feelings and expressing empathy. Schedule a follow-up meeting to discuss the session openly, focusing on their perspective. Offer constructive feedback and emphasize their strengths. Set clear, collaborative goals to demonstrate your commitment to their growth. Maintain regular check-ins to provide ongoing support and encouragement. Show appreciation for their efforts and celebrate their progress. By fostering an environment of respect and understanding, you can rebuild trust and strengthen your professional relationship.