Customer Service Excellence
Handle customers, complaints and key clients with a clear service standard.
For Corporates & Businesses
Feedback and Performance Conversations
Give feedback people can use and run appraisal and performance conversations that improve results.
Overview
Give feedback people can use and run appraisal and performance conversations that improve results. Includes a Day 1 baseline and a final assessment so progress is measured.
Outcomes
What participants leave with
- Separate observation from judgement when giving feedback
- Use a simple structure for positive and corrective feedback
- Prepare and run a performance review conversation
- Handle defensive reactions
- Agree clear next steps and a follow-up date
- Document conversations fairly
Curriculum
Modules
01Why feedback fails
Common mistakes and their effect
02A usable structure
Situation, behaviour, impact, next step
03Preparing the conversation
Evidence, goals and tone
04During the conversation
Listening, defensiveness and agreement
05Appraisals
Ratings, goals and fairness
06Follow-up
Tracking commitments and recognition
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Let us design the program your people need.
A 30-minute discovery call to understand your audience, your goals and how success will be measured.