Contact Us
Monday, 21st September 2020

Training Materials & Courseware Resource

Login Form

No need to sign up if you have Facebook!

Facebook Login

                    ECABO

                   Accredited training provider

               quality  Certified Courseware

                    payment-method

Instant download training package

conflict resolution training package  
Conflict Resolution
for only
Price: $199.95  $179.95

click for more details

que

Why buy our training course material packages

investw

Great value for a small investment

custow

100% customizable

customizw

Standalone modules can easily be added to enliven your training material

ideaw

Get new ideas for activities, exercises and games

 

Fun, competitive review game to end on a high note!

downloadw

Download and get it immediately

Click to read more....

Retail excelllence series training package   collection
Now get the complete
3 complete professional retail sales and service training programs
for only

PRICE: $ 539.85 $ 349.95

My self assessment results

QUIZ NAMEPOINTS

myresultsLog in or join for free to see your latest self assessment results

call-toll-free-last

Giving feedback and coming to a shared understanding of the issues hindering performance

Sometimes feedback is all that’s needed

Feedback should be looked at as one step in a bigger process, but it’s worth noting that sometimes the simple act of raising someone’s awareness about an issue is all you have to do to improve performance. If, by giving feedback, you’ve brought something to your team member’s attention that they hadn’t realized was happening, resolving the issue might simply be a matter of them watching out for a bad habit until they’ve replaced it with a good one.

There are six occasions when you may need to give feedback during coaching.

1- When your team member doesn’t understand what they are aiming at or what exactly needs change.
2-When they lack self-awareness and don’t see themselves clearly enough to improve their performance.
3-  When they’re being too self-critical or when they’re focused narrowly on one interpretation or perspective.
4-When you can see a hindering belief that’s holding them back.
5- When they’re not motivated to change, tempted to revert to old ways, or in need of appreciation for their efforts.
6- When they’re not learning from their experience.

The following are some cardinal rules about feedback to ensure its effectiveness : 

- There’s no room for judgment in feedback. How neutral are you when you give feedback?

For feedback to be credible, it has to be stated in a way that a neutral observer would have stated it, not as a frustrated manager who’s fed up with missed deadlines might say it. It’s not easy to give neutral statements of cause and effect  (especially on something like missed deadlines, where you probably had to deal with the fallout yourself), so it’s important to be in the right state psychologically. It can be very calming to remind yourself:

- My aim in giving this feedback is to help, so I need to remember that it’s not about making them feel bad but about generating a useful discussion about how to improve.

- The focus is on what they need to know to improve their performance, not on how I feel.

- No matter how detached and objective I’ve tried to be in my observations, I am still giving only my perspective and I need to stay open to alternative perspectives that may be equally valid.

 

Retail-selling-skills-training-course-materials

Instant download training package

Frontline Retail Selling Skills (Click to read more)

 Many retail employees believe that selling products and services prevents them from delivering quality customer service. However, when retail employees focus on how their customers feel

price: $ 199.95  $ 179.95

 

Get the feedback right and the rest falls into place

If you get off on the right foot by getting the neutral description statements of cause and effect right, the rest will fall into place. Your team member will respect your objectivity and see your sincerity in wanting to help, and you will have given them enough solid information to kick-start a discussion that will get your team member thinking and analyzing rather than reacting and defending.

Using feedback to kick-start the analysis process

Although feedback can be an end in its own right, it’s more likely to be the beginning. Done well, it creates the right atmosphere (neutral and wondering rather than judging, analytical rather than defensive) for a good discussion on performance.
Effective feedback should always end with a question to invite analysis. It’s a simple technique, but it works due to our conditioning at school to answer questions. The aim is to get your team member to do the actual analysis with you asking questions to challenge thinking and listening to articulate when they’re muddled.


Even neutral statements of observed behavior won’t work if you are feeling judgmental because people will always spot your incongruence. Are you genuinely neutral or pretending?

Explore in rich narrative form to surface subconscious intentions and beliefs to come to a shared understanding, you need to know the person’s insight into the issues. A simple ‘tell me what you think’ will usually be enough to get your team member talking. People like to tell their stories to an interested audience (yes, even when it’s the boss). While they’re doing that, you need to be listening out for anything that doesn’t make sense to you (logic plus intuition). Let your subconsciousness do the work while you ask questions to get behind the story to the meaning. All you’re trying to do at this point is to find your team member’s logic and maybe any options they considered and rejected so you know where their choices came from.

Coming to a shared insight about performance

The storytelling allows your team member to get things off their chest so they can focus in a more analytical way. This is especially important if they are feeling defensive. Defensive behaviour is usually associated with feeling attacked, so if you’re in neutral mode you may not be expecting it. But, remember, people may still be defensive even when you’re not judging them, because they’re either judging themselves or they’ve got years of experience that’s generated a subconscious expectation about being judged. If you think there’ll be a lot of emotion in the discussion or that it’ll be sensitive in some way, it can be a good idea to have the ‘tell me about it’ part of the discussion before you give your feedback. then include your feedback in the main analysis part of the discussion.

Poor performance is often the result of a hindering belief.

 

Analyzing characteristics

One of the aims of the feedback process is about coming to a shared understanding and that doesn’t stop just because you’ve reached a shared insight about what the issues are. It applies to the analysis of characteristics (Attitude, skills and knowledge) of the team member so make sure you ask your team member where they think the characteristic is helpful and where it is hindering. Remember, they are the only ones who see their whole performance. Once you’ve analyzed the characteristics and know what’s actually happening in performance, you can start planning the right development opportunity.

 For more about feedfback also see: Giving Feedback

Adapted from a great book on coaching " Real coaching and feedback " By Karen Smart . This book is a highly recommended read on the topic of coaching and feedback.


Related articles

Defining Lateral thinking,parallel thinking , creativity and innovation

What is Lateral Thinking ?The term Lateral Thinking was invented by Dr. Edward de Bono in 1967 and is defined by the Oxford English Dictionary as “ a way of thinking which seeks the solution to ...

2012-02-26 13:40:35

Creativity, Problem solving , Decision making & Lateral Thinking

Defining Lateral thinking / Parallel thinking / Creativity & innovationClearing out the confusion, this article clearly explains the differences between parellel, lateral thinking as well as ...

2013-02-10 13:55:27

8 Blocks to Creative Thinking

Beware of the following 8 blocks , these are the main stumbling blocks that hold us back from getting in touch with our innate creativity. Remember! we are all creative. but in addition to the ...

2012-02-26 12:26:32

Force Field Analysis

 A Decision Making tool  Force-Field Analysis is a tool for studying a situation that you want to change. The method was first described by Kurt Lewin and is based on the observations ...

2012-02-27 19:57:55

De Bono's 6 thinking hats

Dr Edward de Bono studied medicine at Christ Church, Oxford, where he gained an honours degree in psychology and physiology. He also holds a PhD from Cambridge and has held appointments at the ...

2012-02-26 08:23:00

Brainstorming Ground rules

For a brainstorming session to be successful, some ground rules should be set and followed by the group, when we say ground rules here we do not mean putting any restrictions on the solutions the ...

2012-02-26 10:54:18

SCAMMPERR - As a creativity tool

Michael Michalko is a creativity expert who leads creative-thinking workshops, seminars and sessions for clients around the world. After leaving military service, he applied the creative-thinking ...

2012-02-26 18:55:35

Fishbone / Cause & Effect Diagrams

This is a simple yet powerful method of visually recording possible causes and relating effect. These help detailed investigation of processes responsible for quality problems.They provide a ...

2012-02-27 18:08:10

all courseware packages

No need to sign up if you have Facebook!

Facebook Login

Call us on our toll free

Sales excelllence series training package
Now get the complete
3 complete professional sales training programs
for only 

PRICE: $539.85 $349.95

How it works?

 

Choose your training package

 

Add to shopping cart

 

Pay using any major debit or credit card or using paypal

 

You will be taken to a download page to instantly download your purchase (You will also receive your download links by email)

 

Unzip the file/s and get all your documents in MS office format



training materials questions

pp ads

Call Center excelllence series training package    
Now get the complete
4 complete professional Call Center training programs
for only  

PRICE:  $719.85 $449.95

Training Articles

03 Mar

Interviewing primer

Interviewing primer Interviews are one of the most effective selection methods,99% of ...

Read details
17 Oct

The Facts all optimists ...

Fact # 1 : Life is tough The first step in positive thinking is accepting the fact that ...

Read details
19 Aug

Greeting Customers ...

Greeting customers , your crucial first impression Whether you are in a retail store, ...

Read details

Get all available programs and save !! 

For only $2995.95

 allcourses   +  all mini courses
30 Full Courses   6 Mini Courses 

 GET IT ALL NOW!

Most Popular Articles

03 Mar

Interviewing primer

Interviewing primer Interviews are one of the most effective selection methods,99% of ...

Read details
17 Oct

The Facts all optimists ...

Fact # 1 : Life is tough The first step in positive thinking is accepting the fact that ...

Read details
19 Aug

Greeting Customers ...

Greeting customers , your crucial first impression Whether you are in a retail store, ...

Read details
   communication-negotiation-presentation-conflict-resolution skills
Now get the complete
4 complete training packages for one low price
 
for only

PRICE: $719.95 $449.95

Testimonials

The workshop is very well constructed, in a logical sequence and the content encompasses all the latest ideas and research.Ultimately a fantastic workshop to either deliver or participate in.                                                                    

Nige O'Shea FIMI, Professional Inspirations Ltd. UK

TrainingCourseMaterial.com's programs provide comprehensive information in a visually interesting format. Participants benefit from interactive activities that reinforce the content and making learning fun.

Jeanne Parks, Trainer & Business consultant, San Francisco, USA

TrainingCourseMaterial.com have worked hard to create a totally tailored training solution for Mobile Telephony retail managers and sales teams. By creating high impact visuals and with varied and intelligent use of ...

Craig Hines, innov8 Performance Limited, UK

I have purchased the 3 training programmes of the Complete Communications Excellence Series. I consider that the GBP 99 cost represents excellent value for money and the materials are of a high quality...

Alan Lloyd, Team Leader,EU Support to Civil Society Project

Contact Information

  • 12728 Mustang Rd Houston
    Texas USA 77057
  • (800) 561-9405

 TRAINING COURSE MATERIALS

 Full courses (1-2 day courses)

  Administrative Assistant Skills

  Anger Management

  Building High Performing Teams

  Business Etiquette

  Call Control

  Change Matters

  Coaching People For Better Performance

  Communicating with Clarity & Impact

  Conflict Resolution

  Creative Problem Solving & Decision Making

  Emotional Intelligence

  Find a way to say YES!

  Front Line Retail Selling Skills

  Handling angry and difficult callers

  Lead, Motivate & Inspire

  Marketing Essentials

  Managing People

  Negotiating for Results

 New college instructor orientation

  Passionate Retail Experts

  Pathways to service excellence

  Presenting With Impact

  Professional Selling Skills

  Retail Sales Planning & Forecasting

  Sales Management

  Sales Territory Planning & Routing

  Setting Others For Success

  Successful Telephone Debt Collection

  Time Management

  Train The Trainer

  Vision, Energy & Passion to Serve

  Workplace Diversity & Inclusion Training

 Mini courses (half day modules)

  Professional Business Writing

  Communication Skills

  Motivating People

  Professional Sales Questioning

  Sales Forecasting

  Ten Best Practice Customer Service Techniques

 

 

 Complete Packages

  Retail excellence series®

  Customer Service excellence series®

  Communication excellence series®

  Sales excellence series®

  Call Center excellence series®

  The Presenter-Trainer Package

 

 

  Get All Packages

(Get all available programs for one low price)