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4 questions to ask yourself first

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Before you critique a team member’s performance, lay the groundwork for that conversation. Cultivate positive results by asking yourself these questions:

1.“Were my expectations clear?” Most employees will do the right things—if they know what those are. Telling employees to be friendly to customers is a vague instruction. If you say “Smile when you greet a new customer and introduce yourself,” they will know exactly what to do.

2.“Why should this person listen to me?” The fact that you are the boss isn’t enough. For employees to take feedback to heart they must trust you. Have you praised great performance in the past? Does the employee know about your expertise in this particular area?

3.“Is this something the person can change?” Don’t offer feedback about something the team member can do nothing about. If you’ve put a shy person in a position that requires an outgoing personality, you’ve made a hiring mistake. You would be better off moving the employee to a different position than trying to coach a wallflower into being gregarious.

4.“How can the employee monitor his or her own behavior?” Train employees to be aware of their performance and use their own observations to improve how they act. That builds their confidence and keeps you from micromanaging. Example: “After a conversation with a customer, jot a few notes about what you learned. That will show whether you asked enough questions and gave the customer an opportunity to talk.”

— Adapted from “Need to Deliver Some Negative Feedback? 5 Things to Keep in Mind,” David Witt, Blanchard Leader Chat, http://leaderchat.org.



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