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on 22-Apr-10 02:17.
Employee Performance Reviews - Dealing with Disagreements
by Dick Grote
What do you do when an employee disagrees with something you've written on their performance review? How can you prepare for this and deal with it effectively?
Start by listening to figure out the source of the disagreement. Is it an issue of fact (you wrote that the employee received a customer satisfaction score of 79 but the employee says that his score was actually 83), or is a matter of judgment (you wrote that the employee's customer service skills were unsatisfactory; she feels that her skills are terrific)? If the disagreement involves an issue of fact, get the facts and make any corrections necessary. If it's a matter of judgment, ask the employee for additional evidence. Then determine whether that evidence is weighty enough to cause you to change your mind, revise your judgment, and amend the rating that you assigned on the employee's performance review.
on 22-Apr-10 02:17.
Does Recognition Get You in a State?
by Chris Herrmann
Like most managers, Brian Reynolds believed that his team had its strengths and its weaknesses. When asked in an employee satisfaction survey "Do you recognize good performance in your team?" he answered with a resounding, "Of course I do!" However the following question stumped him. "How frequently do you make a point of recognizing good performance face-to-face?" His answer had to be "Never". "Surely they already know they are performing well? What would be the point of me adding my comments?"
Recognition and reward for role-model performance and behavior is, perhaps, one of the most motivational acts that anyone can do for another human being and it is worth spending a little time to analyze the mechanism that converts recognition into the self esteem, high morale and motivation that results.
on 22-Apr-10 02:16.
Boosting Employee Morale Increases Productivity
by Neal B. Burgis, Ph.D.
The question asked by executives and managers - "How can I motivate my employees?" - is sometimes difficult to answer. Since each employee is motivated by a variety of different incentives, you need to find out what is of value for each person. Research shows that people often leave an employer because they haven't received the recognition they want, or feedback on how they are doing. With this in mind, designing a positive, employee-driven motivation program works with some of your employees, but then what do you do for the others?
Leaders continue to look for ways to boost morale. Many organizations feel that if you want innovative and unique ways to boost your employees' morale, just ask them. Of course, employees may not want to tell employers face-to-face what they want and what they are thinking. So the employer can conduct an anonymous "morale audit," giving employees a survey to fill out. This is only one method.
on 22-Apr-10 02:15.
Reach Customers with Your Marketing Mix
From Alan J. Zell, for About.com
There are many different ways or formats individuals, businesses, organizations can use promote themselves and their ideas, information, services, products (proactive) or where individuals, businesses, organizations ideas, information, services, products will be seen by their customers (reactively).
Not that they are so different, but people and firms tend to divide themselves into two categories of business, that is, business-to-consumer (B2C) and business-to-business selling (B2B) situations. Firms in each of these situations need to be aware that without a constancy in the ways customers learn of them customers will get a murky view of who is doing the offering and the products and services they offer.
Because individuals, businesses, organizations divide themselves into those who sell to consumers and those who sell to other businesses and organizations, I make two lists:
on 22-Apr-10 02:14.
Put Some Extra Eyes on Your Customer Service
Good Customer Service Depends on Customer Service Surveys
By Susan Ward, About.com
Does your business offer good customer service?
How would you know?
It's not as ingenuous a question as it appears. Many businesses have no real idea if they provide good customer service or not. They assume that they do because they don't get a lot of complaints.
Now the number of complaints about customer service is a fine yardstick for bad customer service. Obviously, if you get a lot of customers complaining, your business is providing bad customer service. But complaints are a completely inadequate measure of good customer service.
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