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"Achiever's Interview with Stupidman"
Don't let the name "Stupidman" fool you. Stupidman is actually a very clever guy who understands the principle of "branding" on the internet. Read about his exploits...
This week's Motivation & Self Esteem For Success "Achiever's Interview" is...
Brand Big--Deliver a Great Experience
How the experience you offer drives your brand
Want to Land Your Brand? Deliver a Great Experience. By Karen Post
How does Starbucks get away with charging $3.50 for a cup of coffee when there’s plenty of good coffee for a lot less all over...
Branding Your Business To Make More Money
Branding your comapny should be the first thing a company does. You have to convince potential customers to buy from you. Very few people have a monopoly like Microsoft or Ebay, Everyone else need to steer business to their company or product. When...
Is Network Marketing Easy??
I personally believe we do a dis-service to the industry and ourselves if we openly state...or even allude...that NWM is easy. It's not. Nor is any business....WAH or brick & mortar. Anyone who does say different is not being wholly truthful. I...
Shattering the Branding Myths
If you've been online long, you're sure to have seen many "gurus" give their ideas about branding. However, much of what you read simply isn't true. Over the years, many myths about branding have taken hold in the online world and spread like...
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One Minute Feedback
Like team leaders in any industry, Call Center managers must
accomplish countless tasks in a given day. From presiding over
call allocations and reading and responding to e-mails, to
responding to supervisors' requests, reviewing resumes and
setting up interviews and meetings, it's a wonder that they are
able to walk the Call Center floor to oversee regular
operations. This makes delivering one-minute feedback crucial to
a manager's skill set.
Research shows that delivering effective feedback increases an
employee's productivity, confidence in doing the job and future
potential contributions to the success of the company. Most
employees feel that they don't get enough feedback from their
managers, and managers often feel that they don't have enough
time to deliver effective feedback. Therefore, the One-Minute
Feedback model can become one of the most valuable tools a
manager uses. It allows you to give safe feedback in a timely
manner, whether you are commending someone's performance or
offering suggestions for improvement, relating to an action you
just observed. One-Minute Feedback consists of two variations -
Praise and Critique - both of which you can deliver in a
minute's time.
One Minute Praise
One-Minute Praise allows the employee to feel noticed and
appreciated. It reinforces that they are not just working for a
pay check but that they can also be recognized for a job well
done which, in turn, can boost the esteem more than you think.
There is nothing more rewarding for your employee than to hear
your praise and know that you notice their good performance.
Here are some guidelines to offering One-Minute Praise.
Use the name of the person you are addressing. This
catches their attention and allows them to focus on the feedback.
Tell how you feel. Use emotionally rich words
Be specific. What task or action did they perform?
Say, Thank you. This proves your gratitude and that you
value their work.
Example:
Julie, I'm impressed with the way you organized your report for
the meeting. Thank you.
One Minute Critique
The One-Minute Critique provides a safe way to deliver instant
feedback, but is challenging because word choice is crucial. You
do not want your criticism and quick delivery to damage your
employee's esteem, or your relationship with them. This model
will require more thought and practice in order for its effects
to be positive. You need to choose words that aren't emotionally
charged, and may want to write out your statements prior to
making them
Again, use the name of the person you are addressing.
Immediate - Remember feedback is like oatmeal; it's not any good
cold.
Be Specific. What task or activity did you observe?
Tell how you feel. Avoid words with strong emotional
connotations; strong words can damage your relationship with the
employee
Pause here for a brief second to allow the person
you're addressing to process what you've said.
Reaffirm. Show confidence in the person's ability to
perform the task or activity without telling
them how to do it
correctly.
Example:
Bob, I'm concerned that you didn't include the branding
scripting in your last call. Since this is an integral part of
our Sales Script, I'm confident I can count on you to include it
in the future.
One Minute Feedback allows a Call Center manager to build
relationships with their employees by demonstrating care,
concern and confidence in their employees' abilities to perform
their assigned tasks. Effective feedback increases productivity,
personal responsibility and greater future potential. Now
wouldn't that be worth just a minute of your day?
**************************************************************
BONUS - One Minute Feedback - Words to Use
Emotionally Rich Verbs
The following is a list of emotionally rich words. Use these
words to describe your feelings when providing One Minute Praise.
John, I was _______________ by your presentation during the
meeting. Thank you!
Impressed
Inspired
Pleased
Proud
Excited
Appreciate
Wowed
Thrilled
Admire
Applaud
Enjoyed
Praise
Commend
in awe of
Valued
Overwhelmed
Emotionally Rich Adjectives
The following is a list of emotionally rich words to describe
the individual's actions. Use these words to when providing One
Minute Praise.
David, your tone of voice and closing were _______________ on
that phone call. Keep up the great customer service!
Terrific
Outstanding
Creative
Awesome
Great
Super
Perfect
Fantastic
Excellent
Phenomenal
Outstanding
Spectacular
Exceptional
Extraordinary
Non-emotionally Charged Verbs
The following list contains non-emotionally charged words to
describe your feelings when providing One Minute Critique.
Bob, I'm _________________ that you didn't include the branding
scripting in your last call. Since this is an integral part of
our Sales Script, I'm confident I can count on you to include it
in the future.
Concerned Anxious
Unsettled
Uneasy
Affected
Troubled
Interested
Uncertain
Watchful
Apprehensive
Guarded
About the author:
Carole Sue Jones is a contributing writer for Interactive
Quality Solutions. She is a training and instructional design
professional with a strong focus on management development. If
you are interested in reading more of Carole's articles please
visit http://www.callcentercafe.com and
http://www.righttolead.com.
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| Brand - Wikipedia, the free encyclopedia |
| The brand, and "branding" and brand equity have become increasingly important ... From the perspective of brand owners, branded products or services also ... |
| en.wikipedia.org |
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| Branding - Wikipedia, the free encyclopedia |
| Livestock branding, the marking of animals to indicate ownership; Human branding, ... Retrieved from "http://en.wikipedia.org/wiki/Branding" ... |
| en.wikipedia.org |
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| AllAboutBranding.com : Home |
| Provides resources and opinions on branding. Includes brand development, management and communications. |
| www.allaboutbranding.com |
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| brandchannel.com | branding resource produced by Interbrand | brands |
| An international online exchange and resource about brand marketing and branding. |
| www.brandchannel.com |
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| Branding Company Corporate Branding Internet Brand Identity ... |
| Brand Identity Guru Inc. creates, develops and promotes powerful brands. Our clients enjoy an array of innovative, creative and powerful branding solutions ... |
| www.brandidentityguru.com |
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| Branding Blog |
| Branding and positioning news and opinion. |
| www.brandingblog.com |
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| Branding Asia |
| Free articles, news and columns on branding in Asia. Market research and Asian marketing. |
| www.brandingasia.com |
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| Pages tagged with "branding" on del.icio.us |
| All items tagged branding ??? view popular ... industrie./design and branding consultant specialists./ · save this. by kittim to design branding graphic ... |
| del.icio.us |
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| The Brand Called You |
| Big companies understand the importance of brands. Today, in the Age of the Individual, you have to be your own brand. Here's what it takes to be the CEO of ... |
| www.fastcompany.com |
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| Branding: See what people are saying right now on Technorati |
| See all blog posts tagged with branding on Technorati. |
| www.technorati.com |
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| Mozilla Branding |
| The purpose of this document is to describe mozilla.org's branding strategy during and after the release of what has generally been called Mozilla 1.4. ... |
| www.mozilla.org |
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| What Brand Are You? A branding viral by The Design Conspiracy |
| What Brand Are You? has since been picked out as Site Of The Day by the likes of the Financial Times, Yahoo, USA Today and BBC News, and has received more ... |
| www.whatbrandareyou.com |
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| Julie & Company: Affordable branding, web design, graphic design ... |
| Julie & Company creates stellar branding, integrated marketing, advertising, web design, web development, Flash, trade show booths - all at affordable ... |
| www.julieandcompany.com |
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| Forty Media - Web Design, Web Development, Branding, Great Websites |
| a professional web design agency based in Phoenix, Arizona. |
| www.fortymedia.com |
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| Branding - Yahoo! Small Business |
| Find information to help grow your online business with business plans, Thomas Register, news articles and more. |
| smallbusiness.yahoo.com |
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| Lexicon |
| Lexicon Branding appears on KTVU News; Lexicon Branding creates Ridgeline for Honda, Viiv for Intel, and GameTap for Turner Broadcasting System, Inc. ... |
| www.lexicon-branding.com |
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| Branding and Usability |
| We're finding that a site's usability can dramatically affect branding. ... There are two basic techniques for branding: direct experience and indirect ... |
| www.uie.com |
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| iMedia Connection: Research & Metrics - Branding |
| Majority of marketers feel branding opportunities -- online and offline -- aren't ... IAB case studies prove real-world power of online in branding mix. ... |
| www.imediaconnection.com |
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| Small Business Marketing And Branding |
| Small business marketing and branding advice and how-to guides for small business owners. Learn how to start and grow your own successful business. |
| smallbusinessbranding.com |
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| Beyond Branding |
| Beyond Branding, published in hardcover in 2003 and paperback in 2005, presents innovative business models for the survival of 21st century organizations. |
| www.beyond-branding.com |
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