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A Guide for Sellers, Coaches, and Supervisors
When people or groups make a decision to purchase
something, they go through the same decision cycle
that an individual goes through to decide upon a
personal change, or an employee goes through to
change behaviors at a boss’s insistence.
Until now, our communication rules have assumed
that when we kindly or persuasively offer others good
information that could solve problems and achieve
successful results, or coach them toward making a
much-needed change, or even just pitch a product
they sorely need, we can expect a positive
reception. Obviously, if our communication partner
(called Partner in this article) has a problem and
we’ve got the true solution – and we do! We do! –
they should take our advice. But they don’t.
We watch our Partners nod their heads in agreement
with our clever suggestions, and promise to do
something different, but then quickly return to their
old less-successful behaviors.
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Competing in ever globalising markets, organisations
need to improve both the quality of their products
and services and their productivity in producing and
supplying them within both the private and public
sectors. Performance Management Systems need to
be implemented or reviewed to help drive the required
improvements in quality and productivity.
Many managers and supervisors shirk their duty to
manage the performance of their subordinates to the
detriment of both employee and organisation
performance. They do so out of a feeling of
discomfort about assessing another human being's
performance and that often comes from a lack of
skill. They deprive their subordinates of the
opportunity to understand what is expected of them
and to develop the behaviour skills and knowledge
required to achieve what is expected.
In its simplest form, performance management
requires the supervisor to think and determine what
the Key Result Areas (KRAs) are for a particular role,
set standards of performance for similar roles and
targets of performance for individuals. Once that hard
work is done, measuring and discussing performance
in most cases is simple. Performance management
only gets hard when there are no standards or
targets of agreed KRAs.
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Join us at Call Center Demo & Conference Miami on
February 21-23, 2007 at the Hyatt Regency Miami
Hotel, Miami, Florida.
$200 Early Bird savings through January 5th!
For event details, or to register, click here.
There is no better place to get expert education on
best practices for your call center!
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CallCenterCafe.com
email:
staff@callcentercafe.com
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