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MGMT 19

Terms in this set (49)

1. Give immediate feedback. It is important not to wait when giving feedback, especially negative feedback. Discuss the matter while it is still fresh in both your minds. Waiting will cause you to lose details. A good example of immediate feedback is "Frank, one of your customers just called me to say she was unhappy about getting a text from you. Let's talk about this today or tomorrow at the latest."
2. Give specific feedback. It is important to describe both your expectations and the employee's behavior clearly and specifically. Be prepared to say when a behavior occurred and exactly what behavior occurred. "Frank, last week you sent out text messages to our top 50 customers. Is that correct?" is a good example of specificity.
3. Give problem-oriented feedback. When a manager gives personal feedback related to someone's traits or characteristics, for example, by saying, "You're not trying very hard," there is almost always a defensive reaction. People can't change who they are, but they can change what they do. A better approach is to establish clear expectations, describe how the expectations are not being met, and discuss ways to meet expectations in the future. For example, Steve might say, "One of the primary goals at Plant Fantasies is to have happy customers. Last week, I had phone calls from 35 customers who were not happy about receiving text messages from the company. Let's figure out a way that we can keep all of our customers happy so that we can continue to get their business."