hands-on and very empathetic. I actually make sure that an individual or an agent understands that I won't ask them to do anything that I'm not capable of doing myself. I make sure that it is a process in place so that the agent can understand the beginning, the midpoint, and the ending of what is expected so that they will understand and make sure that they are able to complete the task properly. I hold them accountable and I show them what the benefits are of utilizing this coaching style.