One of the central themes we stress in our Call Center Best Practices seminars and off-the- shelf training modules is the importance of feedback. We address it directly in The Role of the Supervisor and expand on the topic in Communication Skills. Persons who lead regardless of title must deliver their message in language that crowds out ambiguity whether the intent is to compliment or to discipline.
The primary reason people struggle with giving and receiving feedback is not a lack of proficiency but of frequency. #callcenter
There are several aspects to delivering feedback that impact the quality and effectiveness of conversation when managers and supervisors meet with staff to discuss something of importance. Tone of voice, choice of words, and the timing of the feedback are examples.
When we see or hear a reference that supports our position on proper and effective use of feedback, we like to share it with our subscribers, training clients, and colleagues.
Harvard Business Review published an article in late August of 2016 that focuses on the frequency of feedback. The article raises interesting points about the benefits of incorporating feedback as an integral component of day-to- day operations.
It suggests that one of the benefits of making feedback as often as a daily occurrence is that members of the team become more comfortable with the process of discussing ways to improve individual performance and thereby enhancing the productivity of the whole team.
The author, Joseph Grenny, writes about a group of ex-prisoners who have started a moving company and grew it to a million-dollar business. The staff of the company makes feedback normal and expected – and it is peer to peer. Everybody gets involved to coach, to motivate and to improve and to suggest changes when the consensus is that something such as behavior should change.
It is an interesting read with a unique perspective. Grenny writes, “The primary reason people struggle with giving and receiving feedback is not a lack of proficiency but of frequency.”
We recommend this article.
It is a quick-read and our expectations are that you will get much from it.
You can get to it through this link.
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