When organizations need to change but believe they don’t have the expertise to do so successfully, they have three choices: […]
You’re a star employee. You mastered all of your responsibilities, and now, you are promoted to manager. Go gettum, Tiger! […]
Difficult conversations, constructive criticism, giving employee feedback, and performance reviews. These are all things that make millennial managers cringe. Delivering […]
The first step in talent management and leadership development is to determine who are the high-potentials. AMA asked leadership development experts, what do you look for in a high-potential candidate?
In the world of Big Data, are you still making decisions based on your instincts? In 2005, Malcolm Gladwell immortalized the idea that you can make decisions based on your gut reaction in his book, Blink. But given the enormous shift in access to real-time data and analysis, this kind of decision-making may in fact lead you astray.
Giving correction notices is one of the least favorite activities related to performance management, but can really help solve many workplace problems. This is a sample correction notice for a maintenance mechanic who fails to follow up with customers after repairs are done and often leaves the scene as soon as someone else from his department arrives to help him repair a broken item.
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.
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.
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.