Archived Seek to understand

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Can a GSA do an on-the-spot seek to understand to gather information about a guest complaint? My LOD said it was okay, but i'm not sure....
 
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Definitely. If the situation warrants it, get with your GSTL, any TL in the bld, or ETL/LOD to follow up.
 

StaticSun

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Follow up, I was told I can't coach as a GSA. I can ask questions to determine what happened so I can inform my TL/ETL, but I can't "initiate a coaching conversation".

Just had to be careful with my words.
 
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Yeah as GSA's were not supposed to coach, but I would do on-the-spot stop/think moments or off stage seek to understand. But if find yourself having those conversations let them know that it is not a coaching but that your GSTL or ETL will get with them to follow up, also document & keep track of everything to cover your tracks. And if you feel a TM needs to be coached pull a TL off the floor
 
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