Communication

How to Manage Angry Customers

How to Manage Angry Customers

If you’re responsible for providing customers with assistance and troubleshooting problems, I’m sure you occasionally have to deal with an angry person. People get frustrated when things don’t go their way, and unfortunately, they sometimes take it out on the people who are trying to help them. Getting yelled at by angry customers is upsetting.(…)

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Managing Goals

Managing Goals

When employees have clearly set goals, their managers can assist them in developing necessary skills and meeting those goals. Clearly set goals help team members to stay focused and committed to achieving the end result. They can also motivate employees to organize their time efficiently to maximize productivity. In this podcast, Associate Dean of SAIS(…)

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Giving Recognition

Giving Recognition

Most organizations link performance management to pay. While pay is one of the more common methods of rewarding employees, and while many supervisors would like to be able to give larger increases to their high-performing employees, the fact is that budgets must also be considered. So the question is: how can employees be rewarded during(…)

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Conducting an Effective Checkpoint Meeting

Conducting an Effective Checkpoint Meeting

In the middle of the performance cycle, managers and employees should hold a checkpoint meeting. This is the time for you to make sure you’re on track to meet your goals and receive feedback. Feedback can happen formally or informally, but it’s recommended that you and your manager meet, at least once, about halfway through(…)

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The 10-Minute Check-In

The 10-Minute Check-In

Managers are responsible for giving timely performance feedback to employees. These feedback conversations should occur, at the very least, during the annual performance review and even as frequently as on a monthly basis. However, there are multiple reasons managers feel there’s not enough time to fit these conversations into their busy schedules. One way to(…)

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