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One Minute Feedback
Like team leaders in any industry, Call Center managers must
accomplish countless tasks in a given day. From presiding over
call allocations and reading and responding to e-mails, to
responding to supervisors' requests, reviewing resumes and
setting up interviews and meetings, it's a wonder that they are
able to walk the Call Center floor to oversee regular
operations. This makes delivering one-minute feedback crucial to
a manager's skill set.
Research shows that delivering effective feedback increases an
employee's productivity, confidence in doing the job and future
potential contributions to the success of the company. Most
employees feel that they don't get enough feedback from their
managers, and managers often feel that they don't have enough
time to deliver effective feedback. Therefore, the One-Minute
Feedback model can become one of the most valuable tools a
manager uses. It allows you to give safe feedback in a timely
manner, whether you are commending someone's performance or
offering suggestions for improvement, relating to an action you
just observed. One-Minute Feedback consists of two variations -
Praise and Critique - both of which you can deliver in a
minute's time.
One Minute Praise
One-Minute Praise allows the employee to feel noticed and
appreciated. It reinforces that they are not just working for a
pay check but that they can also be recognized for a job well
done which, in turn, can boost the esteem more than you think.
There is nothing more rewarding for your employee than to hear
your 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. This
catches 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 you
value their work.
Example:
Julie, I'm impressed with the way you organized your report for
the meeting. Thank you.
One Minute Critique
The One-Minute Critique provides a safe way to deliver instant
feedback, but is challenging because word choice is crucial. You
do not want your criticism and quick delivery to damage your
employee's esteem, or your relationship with them. This model
will require more thought and practice in order for its effects
to be positive. You need to choose words that aren't emotionally
charged, and may want to write out your statements prior to
making them
Again, use the name of the person you are addressing.
Immediate - Remember feedback is like oatmeal; it's not any good
cold.
Be Specific. What task or activity did you observe?
Tell how you feel. Avoid words with strong emotional
connotations; strong words can damage your relationship with the
employee
Pause here for a brief second to allow the person
you're addressing to process what you've said.
Reaffirm. Show confidence in the person's ability to
perform the task or activity without telling
them how to do it
correctly.
Example:
Bob, I'm concerned that you didn't include the branding
scripting in your last call. Since this is an integral part of
our Sales Script, I'm confident I can count on you to include it
in the future.
One Minute Feedback allows a Call Center manager to build
relationships with their employees by demonstrating care,
concern and confidence in their employees' abilities to perform
their assigned tasks. Effective feedback increases productivity,
personal responsibility and greater future potential. Now
wouldn'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 these
words to describe your feelings when providing One Minute Praise.
John, I was _______________ by your presentation during the
meeting. 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 describe
the individual's actions. Use these words to when providing One
Minute Praise.
David, your tone of voice and closing were _______________ on
that 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 to
describe your feelings when providing One Minute Critique.
Bob, I'm _________________ that you didn't include the branding
scripting in your last call. Since this is an integral part of
our Sales Script, I'm confident I can count on you to include it
in the future.
Concerned Anxious
Unsettled
Uneasy
Affected
Troubled
Interested
Uncertain
Watchful
Apprehensive
Guarded
About the author:
Carole Sue Jones is a contributing writer for Interactive
Quality Solutions. She is a training and instructional design
professional with a strong focus on management development. If
you are interested in reading more of Carole's articles please
visit http://www.callcentercafe.com and
http://www.righttolead.com.
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