Printable manager coaching tool
Member Education & Dynamics Coaching Playbook
Use this worksheet to observe a conversation, debrief a scenario, document coaching, and identify product, workflow, or escalation questions that require follow-up.
How to use this playbook
- Select a real or practice conversation.
- Observe the employee’s reasoning and execution.
- Debrief with evidence and one focused improvement.
- Escalate unresolved product, process, or member-service questions.
- Schedule follow-up practice and document improvement.
Session context
Observation scorecard
Measure education quality.
Circle or mark the level supported by what was observed. Add evidence rather than relying only on a score.
DimensionNot observedDevelopingConsistentCoach-level
Listen and connect
○○○○Employee identifies the member’s actual question, priorities, ownership plan, budget, and relevant eligible situation.
Explain accurately
○○○○Employee uses approved facts and explains purpose, total cost, material coverage, limits, exclusions, responsibilities, and support.
Support voluntary choice
○○○○Employee states optional status, avoids pressure, invites questions, checks understanding, and respects acceptance or decline.
Document and hand off
○○○○Employee completes the approved record, delivers documents, provides contacts, and routes unresolved questions appropriately.
Exercise judgment
○○○○Employee recognizes the boundary of authority and escalates rather than inventing an answer or promising an outcome.
One focused coaching priority
Product or process questions to verify
Follow-up practice and date
Scenario debrief
Coach the thinking, not a memorized line.
- What did the member actually ask or prioritize?
- Which approved facts and limitations mattered?
- Where did the employee adapt the conversation appropriately?
- Did the response support understanding and voluntary choice?
- What required documentation, handoff, or escalation?
Manager boundary checklist
- □Current product agreement and materials were used.
- □No eligibility, coverage, benefit, claim, repair, total-loss, refund, or timing outcome was promised.
- □Total cost and financing effect were addressed when applicable.
- □The member’s acceptance or decline was respected.
- □Unresolved questions were routed to an authorized owner.
- □Coaching findings that indicate a broader control issue were escalated.
Use notice: This general educational worksheet must be adapted to the credit union’s approved products, agreements, roles, procedures, monitoring, records, and legal and compliance requirements. It is not a certification or legal, compliance, insurance, lending, or product determination.