Category: Eliminating Unacceptable Employee Performance

Customer Experience Design by myragolden

3 Useful Tips for Talking To An Employee About a Problem

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1. Label the Employee’s Emotional Reaction

When you merely label what you think your employee is feeling, you show your understanding while at the same time expressing empathy. Labeling is just naming what you observe. Don’t judge or harp on the issue. Here’s what labeling looks like.

“It sounds like you disagree with my perception of you coming across as terse.”
“It seems like you feel this expectation is unfair.”

Most employees respond to successful labeling by giving you much more detail as a way to justify their feeling. You can then take the information they hand you and have a dialogue about the real issue – their unacceptable behavior or performance.

If you don’t label and instead jump right into disciplinary action, you’re going to get resistance, so label as a way to invite dialogue and honest communication.

2. Put the Responsibility for Improvement On the Employee

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Customer Experience Design by myragolden

Eliminate Your Fears And Doubts About Coaching Problem Employees

Powerful black businesswoman leader in the meeting

One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience.

Eliminate Your Fears and Doubts About Coaching

No one likes to talk to employees about unacceptable performance, but for a lot of us, talking to people about problems with performance is a regular part of managing. You know the feeling – you probably get a little nervous, or you put off having the discussion about issues, hoping things will self-correct. It’s time to get over your fears about coaching.

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Customer Experience Design by myragolden

Three Preparations You Should Make Before Talking to Your Employee About a Problem

KFD.001

One of the things I’m working on for 2019 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

KFD stands for: Know, Feel, Do

Before going into a meeting with an employee, identify, and write down, what you want them to Know, Feel, and Do.

Let’s say you’re going to talk to an employee about her tone or attitude with customers. Your KFD could look something like this:

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Customer Experience Design by myragolden

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}