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One Minute Feedback
By Carole Sue Jones, Sat Dec 10th
Like team leaders in any industry, Call Center managers mustaccomplish countless tasks in a given day. From presiding overcall allocations and reading and responding to e-mails, toresponding to supervisors' requests, reviewing resumes andsetting up interviews and meetings, it's a wonder that they areable to walk the Call Center floor to oversee regularoperations. This makes delivering one-minute feedback crucial toa manager's skill set. Research shows that delivering effective feedback increases anemployee's productivity, confidence in doing the job and futurepotential contributions to the success of the company. Mostemployees feel that they don't get enough feedback from theirmanagers, and managers often feel that they don't have enoughtime to deliver effective feedback. Therefore, the One-MinuteFeedback model can become one of the most valuable tools amanager uses. It allows you to give safe feedback in a timelymanner, whether you are commending someone's performance oroffering suggestions for improvement, relating to an action youjust observed. One-Minute Feedback consists of two variations -Praise and Critique - both of which you can deliver in aminute's time. One Minute Praise
One-Minute Praise allows the employee to feel noticed andappreciated. It reinforces that they are not just working for apay check but that they can also be recognized for a job welldone which, in turn, can boost the esteem more than you think.There is nothing more rewarding for your employee than to hearyour praise and know that you notice their good performance.Here are some guidelines to offering One-Minute Praise. Use the name of the person you are addressing. Thiscatches their attention and allows them to focus on the feedback. Tell how you feel. Use emotionally rich words Be specific. What task or action did they perform? Say, Thank you. This proves your gratitude and that youvalue their work. Example: Julie, I'm impressed with the way you organized your report forthe meeting. Thank you. One Minute Critique The One-Minute Critique provides a safe way to deliver instantfeedback, but is challenging because word choice is crucial. Youdo not want your criticism and quick delivery to damage youremployee's esteem, or your relationship with them. This modelwill require more thought and practice in order for its effectsto be positive. You need to choose words that aren't emotionallycharged, and may want to write out your statements prior tomaking them Again, use the name of the person you are addressing.Immediate - Remember feedback is like oatmeal; it's not any goodcold. Be Specific. What task or activity did you observe? Tell how you feel. Avoid words with strong emotionalconnotations; strong words can damage your relationship with theemployee Pause here for a brief second to allow the personyou're addressing to process what you've said. Reaffirm. Show
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confidence in the person's ability toperform the task or activity without telling them how to do itcorrectly. Example: Bob, I'm concerned that you didn't include the brandingscripting in your last call. Since this is an integral part ofour Sales Script, I'm confident I can count on you to include itin the future. One Minute Feedback allows a Call Center manager to buildrelationships with their employees by demonstrating care,concern and confidence in their employees' abilities to performtheir assigned tasks. Effective feedback increases productivity,personal responsibility and greater future potential. Nowwouldn't that be worth just a minute of your day? ************************************************************** BONUS - One Minute Feedback - Words to Use Emotionally Rich Verbs The following is a list of emotionally rich words. Use thesewords to describe your feelings when providing One Minute Praise. John, I was _______________ by your presentation during themeeting. Thank you! Impressed Inspired Pleased Proud Excited Appreciate Wowed Thrilled Admire Applaud Enjoyed Praise Commend in awe of Valued Overwhelmed Emotionally Rich Adjectives The following is a list of emotionally rich words to describethe individual's actions. Use these words to when providing OneMinute Praise. David, your tone of voice and closing were _______________ onthat phone call. Keep up the great customer service! Terrific Outstanding Creative Awesome Great Super Perfect Fantastic Excellent Phenomenal Outstanding Spectacular Exceptional Extraordinary Non-emotionally Charged Verbs The following list contains non-emotionally charged words todescribe your feelings when providing One Minute Critique. Bob, I'm _________________ that you didn't include the brandingscripting in your last call. Since this is an integral part ofour Sales Script, I'm confident I can count on you to include itin the future. Concerned Anxious Unsettled Uneasy Affected Troubled Interested Uncertain Watchful Apprehensive Guarded About the author:Carole Sue Jones is a contributing writer for InteractiveQuality Solutions. She is a training and instructional designprofessional with a strong focus on management development. Ifyou are interested in reading more of Carole's articles pleasevisit http://www.callcentercafe.com andhttp://www.righttolead.com. |
