Just the same, asking your employee if
Just the same, asking your employee if she
thought the phone call in question was good will yield a
yes or no answer, but asking her how she thought the
call went gives her the opportunity to expound. My
favorite open-ended coaching questions include: “If
you could do this call over again, would you?” “Tell me
about that caller.” “Is there anything else about this
call/customer that I haven’t asked, but need to know?”
4. Don’t allow the “Twinkie Defense.”
In
court, defendants may stand behind a theory of the
case called the “Twinkie Defense.” This theory tries to
throw the jury off the trail by blaming the client’s bad
actions on something else – he ate too many Twinkies,
for instance, and was on a sugar high when he
killed/robbed/raped/molested and therefore is not
responsible for his actions. You may have encountered
the Twinkie Defense with your employees: “I was late
because traffic was unusually heavy and then when I
got here the elevator was broken, therefore my
tardiness is not my fault.” Decide that employees will
be held accountable for their actions and don’t allow
them to hide behind the Twinkie Defense.
employment law solicitors
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