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Direct Feedback Model
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DIRECT
Feedback Model
Develop Rapport.
01
Create a connection.
It's the sense of connection that you get when you like and trust someone, and whose point of view you understand. It's the bond that forms when you discover that you share one another values and priorities in life.
Indicate Focus
02
Set expectations.
Keep your agent aware of the purpose of the interaction before listening to the call or reading the email so he /she will know where to pay attention. This is a good time to remind the agent his/her last commitment/score.
*Ask questions like:
What was your last commitment?
Do you remember what our last feedback was about?
Reinforce/ Recognize
03
There's always a bright side.
It's always important to recognize your agent's improvement and reinforce the good behaviors.
Let them know that you appreciate their efforts.
*Ask questions like:
What went well?
What did you like about this interaction?
Engage in Self Discover
Don't tell, just ask.
04
Use the Socratic method to drive the conversation. The Socratic method, also can be known as elenctic method, or Socratic debate, is a form of cooperative argumentative dialogue between individuals, based on asking and answering questions to stimulate critical thinking and to draw out ideas and underlying presumptions.
Cause of Gap.
05
Find the root cause.
Once you've identified the flaw on the interaction, it's your responsibility to find what's causing it to define the best action plan for each agent.
The best way to discard an skill issue is to role-play with the agent on the specific behavior you're coaching and find out if it's already understood or not.
Tweak & Timeline
06
Make a plan
Set the goal and action plan together.
Be specific with the commitment from the agent and use the SMART methodology.