The Key Stages of Coaching - Persuading Coachees to Agree to Coaching II

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With this video lesson we are going to end our persuading the coachee that coaching is needed section. And, for this we are going to use a scenario and a set of 3 questions.
The Scenario
You are the supervisor of the residential inquiries section of FreshTel's call center. Each day your team is expected to resolve at least 200 inquiries about billing, services, and technical issues.
Recently one member of your team, Fanny, has failed to resolve some customer inquiries, and you have received complaints from customers and other members of your team.
What you are going to do is, to answer the following questions in order to show how you will get Fanny to agree that coaching is needed.
Question 1 - Establish Awareness
You have had a particularly busy day and have dealt with quite a few customers complaining that their inquiries have not been resolved. You noticed that Fanny is having difficulty with the customer inquiries system, and you decide to talk to her about coaching. What should you say?
1 - "I've had a lot of complaints from customers about the fact that you haven't been answering their inquiries quickly enough."
2 - "What are you going to do about the fact that these inquiries haven't been resolved?"
3 - “How are things going with resolving customer inquiries?”
4 - "I'm going to show you how to use the customer inquiries system.”
5 - "Are you finding the customer inquiries system easy to use?"
As usual, please stop the video for a minute to figure out the right answers.
In fact, you shouldn't start coaching Fanny without her consent, be negative, or bully her. Instead you should ask her how things are going or whether she finds the work easy as a way of determining whether she is aware of the issue.
And, these are the correct answers:
Option 1: This is an incorrect choice because you need to approach Fanny in a non-threatening manner. Scaring Fanny or intimidating her won't get her to open up to you and honestly discuss her performance problems.
Option 2: This choice is incorrect. When you speak to Fanny you need to make her aware of the issue without acting accusatory.
Option 3: This choice is correct. Inquiring as to how things are going is an effective way of making sure Fanny knows about the issues you need to talk about.
Option 4: This choice is incorrect. Saying you will show Fanny how to use the system implies that she does not know how to do it herself, or that she is doing it incorrectly.
Option 5: Correct. By asking a question about the system's ease of use, you're determining whether or not Fanny is aware of any problems you need to discuss. (...)

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