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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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