Describe a time when you had to give a person difficult feedback.
I rarely and fortunately have to give difficult feedback , but It’s always better to approach a situation when difficult feedback is involved , by using constructive criticism. I never knock someone down , but instead tell them what they can do differently next time .
Usually I focus on positives first - then bring in the issue that needs addressing, and finish with encouragement, focusing on how their positives equip them to improve.
I was a mentor . I had women struggling with drug abuse . I had to be blunt and straight with her in order get her kids back . She didn’t like it . But at the end the state gave her kids !
Don't talk down to them, they don't know the job yet and you've done it forever! Don't be overbearing. If they've got it, let them know how well they did and back off. Nobody likes scrutiny!
Describe a time when you had to give a person difficult feedback:
As a supervisor of a team of 15-20 team members, i was responsible for providing evaluations monthly to each member. I would set aside about 15-30 minutes each day to focus on 2-3 specific team-members to see how many calls they took (new clients to get dispatched) and how many follow up calls they made towards their own files (already had a contractor dispatched). And how well they documented each type of call. With the ability to manage my team from my desk, I could make precise notes that gave me the ability to go through the specifics of each customer interaction. I once had to break the process of going over their performance at a later time as i found a team-member making false notes about following up for the status of dispatched claims and moving the next follow-up date to the next cycle. At first she tried to deny that this happened, but I was able to show her her call logs vs her notes which she finally agreed that she was behind and pushing her follow-ups to get caught up. Since she did finally admit her actions, she was given a verbal warning but more importantly, she realized that her file handling was monitored and she went on to become an excellent member of the team.
For Bill Branstetter, "How do you mean (difficult feedback)?" What does the situation involve.
The stuff you described is good
Need good communication from trainer and good training materials.
What is the answer????
When training an individual, there are 5 Key steps: 1. stand shoulder to shoulder with the person in question, so you're both viewing the problem or issue, not the person in question. 2. express what you need to see. That is after demonstrating it. 3. Tell them why you need to see what you just displayed. 4. Then tell them what will happen if you do not see it. for example...a write-up or termination from the position. 5. When the change needs to take effect. After following these steps, monitor the persons work if a positive change has occured congratulate them on their work; but continue to monitor them until you are certain that this change will progress into better outcomes.