Many supervisors and managers dislike giving employees needed feedback about surfing the internet, not following procedures correctly, criticizing other employees, or delivering poor customer service. Supervisors and managers fear employees will become defensive, or the result will be an unproductive and emotionally-draining argument. So feedback gets delayed, allowing costly work behaviors to continue.
Receive step-by-step guidance on how to give employees feedback to gain their cooperation to improve performance. Also learn two skills to resolve employee defensiveness if it occurs, and issues that are often behind it. Plus, learn how to give positive feedback effectively, something most managers don't do. These skills are also highly beneficial during performance evaluations.
Actual workplace situations will be used for demonstration. A Learning Guide and Skill Reinforcement Cards will be provided.Covered Topics
- How to give employees feedback the way they want it to be given
- Greatly reduce the likelihood of employee defensiveness
- What to say and how to say it, including words and phrases, body language, etc.
- Gain employee cooperation to improve performance
- Two skills to successfully resolve employee defensiveness
- Identify employee concerns about what you're asking them to do
- Confirm agreement
- Give positive feedback employees will believe and act on
- Highly skill-based, not a lecture
Who Should Attend
Branch managers, assistant branch managers, teller operations supervisors, head tellers, and anyone responsible for the performance of direct reports.
Ross Blake is a senior level trainer with 25 years of experience in designing and delivering training in conflict resolution, team building, performance feedback, meeting facilitation, and other communication skills.
His clients include several Fortune 500 companies as well as banks, manufacturing, service, military, and educational institutions.
It′s important to Ross that his participants learn skills so they can make positive changes in their banks and credit unions. He has spoken at industry conferences, including ABA, and before other business and training groups.
|About The Provider:
||Since 1983 Total Training Solutions has produced dozens of videotapes, CD-Roms, DVD's and web-based training modules. In addition to off-the-shelf products, Total Training Solutions also develops custom training products and consults with financial institutions to develop their own training curriculum.
For timely delivery of training topics, webinars or web conferencing is an unbeatable option. We now offer over 100 live programs per year and you can even purchase the recorded or ondemand session if you are unable to attend the live program.
We have worked exclusively with the financial industry since our founding. Because of this, we understand the needs of training departments in financial institutions and are alert to changes which affect the industry.
Attend the live session with the opportunity to ask questions to the presenter. You also receive a link to the handouts. All registrations for a live event will be given access to the OnDemand recording, at no additional cost, for seven days following the event. This will allow a flexible alternative when last minute conflicts intrude on scheduled events.
CD-Rom includes audio and video of recorded webinar plus hard copy handouts. You will also receive 6 months access to the OnDemand weblink as an added free bonus.
Includes a weblink for unlimited viewing for 6 months after the date of the webinar as well as a link to handouts.
Live + Recorded:
Includes all three options above. Live session, OnDemand Weblink, and CD-Rom plus Hardcopy Handouts.
Live + OnDemand:
Includes two of the options above. Live session and 6 months access to OnDemand Weblink plus link to handouts.