1:1s: Best Practices

Transform Your Coaching

Why We Build 1:1s

We want to help you transform your coaching. We know that preparing 1:1 meetings can be a cumbersome and sometimes daunting task - we want to make it easy and effortless! Check out the different features in our 1:1s below:

Create a New Session

Start a new Stella Connect 1:1 session by visiting the 1:1 section of Stella and either select one of the team members you recently coached or search for any new team member. 

Pro Tip: You can also find 1:1 sessions on the Team Member Trends page

 

Adding a Session Title

Give your sessions a title, which should be the type of conversation that is happening. Anything from weekly check-ins, to monthly goal-setting conversations. Designating this as part of the title will help your team members easily identify content in the session log. 

Adding Notes

"My notes" will allow for both the coach and coachee to add their own topics of conversation prior to the 1:1, and additional notes and summaries during/after the 1:1 discussion. This could include high-level metrics and goals, opportunities to improve or career-level discussions. These notes will be shared with the other member of the session and will be able to be referenced for a later date. 

Personal notes allow for a private note session that is visible to you and only you. Use this to keep track of sensitive topics you want to discuss, or action-items/take-aways specific to you. 

Use rich text, hyperlinks, emojis and more to keep these notes productive and organized!   

Saving Feedback & QA Reviews

Easily save pieces of customer feedback and QA reviews for discussion in your 1:1s throughout your current workflows. Under each piece of feedback you'll see an option to save for discussion in your next 1:1. The same will be present for each QA review. 

Adding Saved Items

Once your feedback and QA review items are saved, they will appear in the context sidebar for you to easily add to your sessions. We recommend adding more positive recognition than you do negative ones for improvement and coaching. 

Adding Metrics

Including metrics is a great way to keep team members on track of their performance. How over any metrics to add it to a 1:1 for discussion. We recommend either adding all of your metrics to discuss a full scorecard or picking one metric to focus on each session. 

Adding Attachments

You have the ability to upload attachments related to your 1:1 discussions. This c an be anything. from agent scorecards to learning content. You can refer back to attachments later directly in the platform. 

Using Dedicated Notes Blocks

We recommend using the shared notes block for miscellaneous talking points and then use the dedicated notes blocks for any notes pertaining to specific metrics, pieces of feedback, QA review or attachments. 

Giving Kudos

Kudos are your opportunity to shout out wins and accomplishments for that period of time. They are also opportunities to say thank you to your team members for their hard work. Use this feature to celebrate your teams' successes, knowledge or expertise, effort, or demonstrating your company's values.

 

Team members will have the opportunity to celebrate their successes from their stream and trends page.

Pro Tip: Use emojis in your notes & actions to make 1:1s more fun!

Assigning Action Items

Use Actions to move your team members closer to their goals. A good action is direct, succinct and can be easily completed. These might include learning content to review or specific things the team member should do during their next interactions. 

Team members will be able to check actions off as they complete them, providing them with a sense of accomplishment and accountability. 

Sharing a Session

To create the most engaging and effective coaching we believe that the session should be shared twice: once prior and once after new notes have been taken.

• Prior to the 1:1, Team Leaders should build the agenda and share the session with the Team Members so they can prepare and know what will be discussed. 
• During the 1:1, Team Leaders should take notes, add action items and contunue to build out the 1:1
• After the 1:1, Team Leaders should resend the session recap email so that the team member is notified and has all of the session notes for their records.