Category: Managing Employees

Customer Experience Design by myragolden

The Truth About Transitioning From Employee To Supervisor

iStock-1054346694.jpg

Your communication ability, leadership strengths, ambition, and people skills got you this promotion. Now comes the hard part – dealing with conflict, giving feedback, toxic employees, and managing your time.

You can’t lead your company in delivering exceptional customer experiences if you don’t get first the people management down.

Here are 4 things you can expect to experience during the first phase of your transition from peer to supervisor.

1. Your biggest challenge is going to be managing friends and close associates. You’ll be nervous about leading them and giving constructive feedback. They’ll expect you to cut them slack.

2. You’ll be accused of being unfair and inconsistent, and this is just because you’re new at this giving feedback thing.

Continue reading The Truth About Transitioning From Employee To Supervisor
Customer Experience Design by myragolden

3 Useful Tips for Talking To An Employee About a Problem

Group of young happy people discussing business plan

1. Label the Employee’s Emotional Reaction

When you merely label what you think your employee is feeling, you show your understanding while at the same time expressing empathy. Labeling is just naming what you observe. Don’t judge or harp on the issue. Here’s what labeling looks like.

“It sounds like you disagree with my perception of you coming across as terse.”
“It seems like you feel this expectation is unfair.”

Most employees respond to successful labeling by giving you much more detail as a way to justify their feeling. You can then take the information they hand you and have a dialogue about the real issue – their unacceptable behavior or performance.

If you don’t label and instead jump right into disciplinary action, you’re going to get resistance, so label as a way to invite dialogue and honest communication.

2. Put the Responsibility for Improvement On the Employee

Continue reading 3 Useful Tips for Talking To An Employee About a Problem
Customer Experience Design by myragolden

Eliminate Your Fears And Doubts About Coaching Problem Employees

Powerful black businesswoman leader in the meeting

One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience.

Eliminate Your Fears and Doubts About Coaching

No one likes to talk to employees about unacceptable performance, but for a lot of us, talking to people about problems with performance is a regular part of managing. You know the feeling – you probably get a little nervous, or you put off having the discussion about issues, hoping things will self-correct. It’s time to get over your fears about coaching.

Continue reading Eliminate Your Fears And Doubts About Coaching Problem Employees
Customer Experience Design by myragolden

Three Preparations You Should Make Before Talking to Your Employee About a Problem

KFD.001

One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience.

The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. I’m going to give you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything.

Use what I call KFD

KFD stands for: Know, Feel, Do

Before going into a meeting with an employee, identify, and write down, what you want them to Know, Feel, and Do.

Let’s say you’re going to talk to an employee about her tone or attitude with customers. Your KFD could look something like this:

Continue reading Three Preparations You Should Make Before Talking to Your Employee About a Problem
Customer Experience Design by myragolden

This Is How to Talk To An Employee About a Problem {3 Steps}

One of the things I’m working on this year is giving you tools to help you coach your employees and hold them accountable, so that they are positioned to deliver the best possible customer experience.

The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. I’m going to give you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything.

Use what I call KFD

Continue reading This Is How to Talk To An Employee About a Problem {3 Steps}
Coaching Employees by myragolden

Solve Your Biggest Problems with Coaching Employees

“My job is not to be easy on people. My job is to take these great people we have and to push them and make them even better.” ~ Steve Jobs It’s a fact. Most […]

Motivating Employees by myragolden

The Psychology of Employee Motivation

Abraham Maslow developed the concept of the Hierarchy of Needs and it has been extensively applied to managerial situations. Maslow suggests that people are motivated by 5 levels of needs and higher level needs do […]

Customer Service Training by myragolden

2012 Customer Service Webinar Schedule Just Announced

Immediately improve your customer experience and build brand value with Myra’s high-impact webinar series All webinars are recorded and you can purchase the digital recording of past webinars. Access to webinar recordings never expires and […]

Eliminating Unacceptable Employee Performance by myragolden

How to Give Constructive Feedback to an Employee, Co-worker or Boss

Need to give an employee, co-worker or your boss constructive feedback? Watch this short video to get 3 great tips for giving your feedback constructively. Learn how to nip unacceptable employee performance in the bud. […]

Eliminating Unacceptable Employee Performance by myragolden

Don’t allow the “Twinkie Defense” When Dealing with Difficult Employees (a Tip from My New Webinar)

Another great tip for nipping unacceptable employee performance in the bud. In 1979 a defense team successfully argued that their client, accused of murder, suffered from diminished capacity as result of changing his diet from […]