AMA
Playbook

Management

New managers need to make the transition to management quickly. For busy managers who need information fast, check out AMA’s collection of sample forms, templates, worksheets, and advice including how to define your new role, create a productive environment, and uncover how best to communicate within your organization.

Ask AMA: Tipping Sacred Cows

By | Posted Mar 15, 2013

You asked, we answered. In the webcast, Tipping Sacred Cows: Kicking Bad Habits That Masquerade as Virtues, there were some questions we didn’t get to answer. Here are two of them along with expert answers from Jake Breeden.

good behavior

3 Tips to Giving Positive Feedback

By | Posted Feb 14, 2013 | 1 Comment

How often do you take the time to praise others for a job well done? Do you make a point of providing positive feedback to those who help you accomplish your goals? How frequently? Employees are better able to hear and respond to constructive criticism when there is a balance of criticism and praise.

Customer Service

Employee Self-Assessment Examples in Customer Service

By | Posted Feb 5, 2013 | 18 Comments

What is customer service? Nothing without exceptional reps. Developing your employees into customer service gurus is a snap using these sample phrases for performance appraisals adapted from 2600 Phrases for Effective Performance Reviews by Paul Falcone.

Sample Script for Verbal Warning: Substandard Customer Satisfaction

By | Posted Jan 30, 2013 | 7 Comments

Customer service takes work: After all, employees can only get so far on charm. And if you simply translate customer service into “solving others’ problems with a cheery disposition,” you’ll communicate a message that when others are in need, you can provide them with a solution.

planning

How Do You Use the SMART Method to Create Goals? Action Plan to Achievement

By | Posted Jan 28, 2013 | 1 Comment

Don’t just make goals, achieve them. This worksheet will help you develop your goals into an action plan.

Stress Pencil

5 Tips for Correcting Behavior Issues in Employees

By | Posted Jan 22, 2013 | 2 Comments

Performance management would be easy if it weren’t for people who underperform. Now is an excellent time to correct behavior issues using the performance review process.

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