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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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Review: Pls tell me how can I compose the ringtones for motorola c200 and download ringtones
Review By: nitha Date/Time: 17/11/2004 00:01
Review: Please, i have been using your brand for 3 years now and i dont use other pone except motorola. i want to ask you this question. how can i unlock my phone the phone s saying should put my pone code. and i can't do that.thank you.
Review By: Francis Date/Time: 13/11/2004 03:35
Review: how to enter or type new songs ringtones this is very dipicalt to me pls give me solution for that
Review By: sajeeth Date/Time: 07/11/2004 01:46
Review: i hate dis fone nobody can download ringtones and u cannot request 4 any its very terrible
Review By: pamela Date/Time: 04/11/2004 11:39
Review: how to download the rigtone from the ne to my motorola c200 phone
Review By: tra bi Date/Time: 04/11/2004 03:50
Review: i love my mobile its trendy so small n suits a stylish persoNALITY but ringtones/ picture msgsnothingrest i love my mobilethis was a moto alert by prithnx
Review By: priyam ahuja Date/Time: 03/11/2004 06:48
Review: hey plz dont laugh at me, but my freind gavem this phone i have no idea how to turn it off, so i took out the battery then when i put the battery back in it wouldnt turn on plz i need help anyone
Review By: Reza Date/Time: 27/10/2004 08:12
Review: How I put my name in the display
Review By: Alberto Date/Time: 24/10/2004 19:14
Review: This phone is handy and good. I fell the keypad system is little bit hard to use.
Review By: Swami Date/Time: 17/10/2004 22:35
Review: Pls tell me how can I compose the ringtones for motorola c200 and download ringtones
Review By: praveen Date/Time: 17/10/2004 09:00
Review: Hi,This phone is ok. But,everyboby has just one question how to you edit a melody if you know the ansewewr to the question,please email me at ionelaaiesecyahoo.com 10x
Review By: ionela Date/Time: 16/10/2004 16:19
Review: The phone is kool. evry haters got to put their nose in their mouths, cos u looked before u bought... so got keep urself in a place.
Review By: Udy Date/Time: 12/10/2004 13:17
Review: hay pplz, this fone is alrite but it sux coz u cant get ne ring tones, and where da hell do u get fone covers... sum one plz help
Review By: sillybum Date/Time: 02/10/2004 07:15
Review: please send the ring tones of MOTOROLA C200 that I can edit it to my mobile by handtypngthanx in advance
Review By: naseer haddad Date/Time: 24/09/2004 07:15
Review: PUNKs Y buy a motorola if you want nokia features MAKE yo own tunes think, if you can't, file a complaint to me cholasimmons2004yahoo.co.uk I've also got a MOTOROLA crap200 you know, and it hurts just like having a nonworking peanus MOTO guys get serious, do somthing. OH AND I HEAR YOU CAN UNLOCK HIDDEN FEATURES IN A C200, TRUE/FALSE HEEEEEELP
Review By: chola Date/Time: 17/09/2004 18:33
Review: Yo DENISHA of Lusaka, we both got SHITorola crap200's But have you tried this one, http//www.freepolyphonicringtones4u.co.uk/ try it, cholasimmons2004yahoo.co.uk
Review By: chola Date/Time: 17/09/2004 18:04
Review: I like this phone,but it has network problem and also to get ringtone problem,a also Charge problem. and I dont recieve any picture message and ring tones from any of my frens mobile.
Review By: Shahriar Sumit Date/Time: 16/09/2004 06:05
Review: its battery backup is so good
Review By: Tajinder Singh Rana Date/Time: 07/09/2004 09:50
Review: Well mine has got pretty clear sound when you call someone. But its a pretty boring phone. I think if your younger and your looking for your first phone it would be good, but with all the new technoligy it just can't keep up.
Review By: Abby Date/Time: 29/08/2004 00:11
Review: Hi, I'm from Argentina...I agree with you all. This phone sucks.I regrert having chosen it for how nice it looked. I can't do anything. No ringtones, Dont receive images...Nothing. I don't know how to write music...Its not my fault...at leaste they could show us how to, couldn't they
Review By: Nina Date/Time: 23/08/2004 08:51
Review: i'm really fed up of trying downloading ringtones...no picture msgs too...will anyone plz tell me how to download them..
Review By: vipin r Date/Time: 07/08/2004 08:23
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. |
