This Is How to Talk To An Employee About a Problem {3 Steps}

One of the things I’m working on this year is giving you tools to help you coach your employees and hold them accountable, so that they are positioned to deliver the best possible customer experience.

The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. I’m going to give you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything.

Use what I call KFD

Continue reading “This Is How to Talk To An Employee About a Problem {3 Steps}”

Improve the Customer Experience by Coaching Call Center Agents the Right Way

“My job is not to be easy on people. My job is to take these great people we have and to push them and make them even better.”

~ Steve Jobs

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It’s a fact. Most managers don’t give employees the constructive feedback they need in order to develop and grow. Some managers shy away from conflict. Perhaps they hope the problem will correct itself. Many fear getting a difficult to handle response from the employee. We never want to admit it, but some managers want to be “friends” with their employees and this “friendship” keeps them from the giving the constructive feedback their employees need. And then there are those who just wait until the annual performance review to lay it all on the employee.

Why are managers so ineffective when it comes to giving constructive feedback?

 

It’s simple really. Managers never learned exactly how to assertively address unacceptable performance. And let’s face it; giving constructive feedback about a person’s performance can be a little intimidating.

Sit down with me on Wednesday, February 10th at 1:05pm ET for a 60-minute discussion on how you coach your employees. Here’s what I’m eager to share with you:

  • 4 Pain points of coaching agents and how to handle them.
  • The Manager-Tested-and-Proven 6-Step Strategy for Addressing Unacceptable Employee Performance that Myra has taught managers in Fortune 100 companies, contact centers, government agencies, school systems, a spa and a plumbing company.
  • How to avoid sounding critical and nitpicky, yet still get your point across.
  • 3 Keys for coaching underperforming employees.
  • Special take-away packet: A powerful 9-step coaching strategy for coaching calls in contact centers.
  • How to get employees to take ownership for performance improvement using a super-simple 4-step Coaching Through Questioning technique.
  • 3 Techniques everyone who coaches contact center agents should be using.
  • Myra’s KFD principle for how to fully prepare for constructive feedback discussions with employees. Using this principle, you’ll be prepared and confident!
  • A 2-minute exercise that you can do at your desk that will instantly boost your confidence by boosting your testosterone levels (this works for women too) and lower your cortisol (stress hormone). Do this quick exercise right before having high-stakes conversations and you’ll have the confidence of Olivia Pope.

After our discussion you will receive:

  • Full webinar digital recording
  • Unlimited viewing within your organization with no expiration
  • Rights to download and save webinar video
  • Rights to incorporate webinar within your Learning Management System (LMS)
  • Take-away packet with resources to help you design or refine your coaching strategy. 

How to Solve the Biggest Problems with Coaching Agentss (Live webinar with Myra Golden)

February 10th, 1:05pm ET – 2:05pm ET  

$299 per organization Register

The Psychology of Employee Motivation

Motivating Employees

Abraham Maslow developed the concept of the Hierarchy of Needs and it has been extensively applied to managerial situations. Maslow suggests that people are motivated by 5 levels of needs and higher level needs do not motivate until lower level needs are met. That is, if the need for adequate money is not met, even the most creative employee rewards program cannot motivate employees. Take a look at Maslow’s Hierarchy of Needs and think about where your employees are today and determine what you’ll need to do next.

  • Physiological Needs

    The lowest and most basic needs in the workplace, and in life in general, are physiological needs. Physiological needs are usually associated with money; that is, people use money to satisfy basic motivations. If a person’s physiological (financial) needs are not met, higher level needs are relatively unimportant. If employees don’t earn enough money to comfortably meet basic financial needs such as rent, healthcare, etc., it is difficult to focus on creating value in the workplace Are your employees consumed with the salary issue? If so, conduct market research to ensure your salary is competitive and fair.

  •  Safety Needs

    Safety and security needs in the workplace involves job security factors. This doesn’t mean that employees need assurance of lifetime employment, but rather that reasonable precautions are being taken to minimize risks. (Of course, in today’s economy there are no guarantees.) You can meet employees’ needs on this level by keeping them informed of the company’s health and financial position and keeping them in the loop on all company matters that affect them.

  • Social Needs

    Not surprisingly, most people are concerned about their social relationships and want to belong and be accepted by others. Managers must expect that employees will want to satisfy the need for social relationships on the job. If the satisfaction of social needs is hindered, employees may become apathetic, uncooperative, and even aggressive toward the manager. Years ago I brought in a consultant to my call center who told me that one of the biggest problems facing my group was that they did not have the opportunity to meet their social needs (on the job). I had to learn to provide opportunities for socialization through staff meetings, employee luncheons and even venting with one another between calls.

  • Esteem or Ego Needs

    Esteem needs relate to individuals’ achieving the confidence and respect they desire in themselves and want to be recognized by others. These needs include the desire for recognition, promotion, achievement and accomplishment. Failure to meet these needs can result in apathetic behavior and substandard work.

 

  • Self-Actualization or Self Realization Needs

    The highest level of needs in Maslow’s hierarchy involves the development of full potential. Self actualized people want to use their capabilities to the fullest and continue to grow. We all have the need to express our full potential in life and in our work, but according to Maslow, most people don’t become fully self-actualized because they expend their energy trying to meet the lower level needs. In order to help your employees express their full potential, you must first create an atmosphere that supports the first 4 basic needs.

Employees are motivated by needs that are not satisfied. In other words, it is what employees are seeking that is motivational, not what they already have. As lower level needs are satisfied (physiological/financial and safety/a sense of job security, etc.) they retain less motivational value in an individual’s behavior. Once a level of needs is satisfied, you must move to the next level in order to truly motivate your employees.

 

Now you can get even more ideas for motivating employees, specifically how to motivate employees working in customer service. Join me for my 60-minute webinar, How to Motivate Customer Service Employees. It’s loaded with practical ideas to resist burnout and fire-up customer service employees. Attend live or watch the recording, which is available 4-hours after the live event.

Myra Golden is a consultant and keynote speaker who has been helping companies for over twenty years to improve employee relations through her work with Human Resource Departments. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of Human Resources as it relates to the psychology of the employees. She is also a veteran customer service expert who specializes in engaging employees through live training and online learning.

2012 Customer Service Webinar Schedule Just Announced

Immediately improve your customer experience and build brand value with Myra’s high-impact webinar series

All webinars are recorded and you can purchase the digital recording of past webinars. Access to webinar recordings never expires and you can share the video freely within your organization. Pretty sweet deal, huh?

View our 2012 Customer Service webinar series

“I really do love your webinars, Myra. They are very well done and extremely beneficial. I always find little helpful hints in your information.”

Kristy L. Bolen 
Project Manager 
Carlson Hotels Worldwide

“I just viewed the replay of the webinar you did not long ago with citrix online and I was so enlighten and amazed to hear such outstanding information. I am a marketer and I knew surface level some of the information you shared but you went deep and took it to another level of understanding for me, the light bulbs of ideas and solutions have been bombarding my mind ever since. I simply desired to say thank you.”

 James Stuart

 View our 2012 Customer Service webinar series

How to Give Constructive Feedback to an Employee, Co-worker or Boss

Need to give an employee, co-worker or your boss constructive feedback? Watch this short video to get 3 great tips for giving your feedback constructively.

Learn how to nip unacceptable employee performance in the bud. Join me for a very special professional development on-demand webinar event.

Managing to Eliminate Unacceptable Employee Performance New On-Demand Webinar

 How to get the productivity, cooperation and results you need

without incurring resentment or damaging relationships

All who supervise people will gain tactical insights to help them bring out the best in people at their worst – in such a way that doesn’t cause resentment

In this web seminar you will learn:

  • How to act—not react—in a negative situation
  • How to give constructive feedback with much more ease
  • How to approach employees about problem behavior in such a way that minimizes hostility and defensiveness and maintains esteem
  • How to set measurable performance standards and communicate them to your employees
  • The most effective way to talk to an employee about an attendance problem
  • Savvy techniques for dealing with the whiner, tank, think-they-know-it-all, and negative employee
  • What to do when the problem persists: How to conduct a formal discipline conference
  • When to terminate
  • And much more

Read full outline/Register

Don’t allow the “Twinkie Defense” When Dealing with Difficult Employees (a Tip from My New Webinar)

The Twinkie Defense

Another great tip for nipping unacceptable employee performance in the bud.

In 1979 a defense team successfully argued that their client, accused of murder, suffered from diminished capacity as result of changing his diet from health food to Twinkies and other sugary food. The client was only convicted of voluntary manslaughter. From this case forward, this defense has been coined the “Twinkie Defense.”

In court, the “Twinkie Defense” tries to throw the jury off the trail by blaming the client’s bad actions on something else – he ate too many Twinkies, for instance, and was on a sugar high when he killed/robbed/raped/molested and therefore is not responsible for his actions. You may have encountered the Twinkie Defense with your employees: “I was late because traffic was unusually heavy and then when I got here the elevator was broken, therefore my tardiness is not my fault.” Decide that employees will be held accountable for their actions and don’t allow them to hide behind the Twinkie Defense. In response to the Twinkie Defense, you respond with, “This is about individual responsibility – not trying to hide behind excuses.”

Get other great tips like this one as we learn how to nip unacceptable employee performance in the bud. Join me for a very special professional development event: 

Managing to Eliminate Unacceptable Employee Performance Live Webinar

May 3, 2017 – 1pm ET – 2:00pm ET (or get the recording, which we send out within 4 hours of the live event)

Read the outline or register

All who supervise people will gain tactical insights to help them bring out the best in people at their worst – in such a way that doesn’t cause resentment.

We get the behavior we tolerate. Tolerating unacceptable behavior drains morale, frustrates management and can negatively impact the customer experience. This supervisory training program was designed by Myra Golden to position supervisors and managers to assertively nip unacceptable performance in the bud using field-tested and proven intervention techniques.

Here’s a 3-step technique taught in the webinar

The Managing to Eliminate Unacceptable Employee Performance and Behavior agenda includes:

  • How to approach employees about problem behavior in such a way that minimizes hostility and defensiveness and maintains esteem
  • How to act—not react—in a negative situation
  • Exactly how to establish crystal clear performance expectations with employees who have had trouble staying on track
  • The most effective way to talk to an employee about an attendance problem
  • 7 step formula for addressing unacceptable performance or behavior
  • Why you must use specific and direct language when giving constructive feedback
  • A half-dozen positive intervention techniques to turn performance problems around
  • What to do when the problem persists: How to conduct a formal discipline conference
  • How to give constructive feedback with much more ease
  • How to set measurable performance standards and communicate them to your employees
  • The most effective way to talk to an employee about an attendance problem
  • Savvy techniques for dealing with the whiner, tank, think-they-know-it-all, and negative employee
  • What to do when the problem persists: How to conduct a formal discipline conference
  • When to terminate
  • And much more

Managing to Eliminate Unacceptable Employee Performance Live Webinar

May 3, 2017 – 1pm ET – 2:00pm ET (or get the recording, which we send out within 4 hours of the live event)

Read the outline or register

 

“I really do love your webinars, Myra. They are very well done and extremely beneficial. I always find little helpful hints in your information.”

Kristy L. Bolen 
Project Manager 
Carlson Hotels Worldwide

“I just viewed the replay of the webinar you did not long ago with citrix online and I was so enlighten and amazed to hear such outstanding information. I am a marketer and I knew surface level some of the information you shared but you went deep and took it to another level of understanding for me, the light bulbs of ideas and solutions have been bombarding my mind ever since. I simply desired to say thank you.”

 James Stuart