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By Joe Marconi in Joe's BlogHave I got your attention? Great.
Let me start by saying that I believe in giving praise when deserved and letting employees know when they dropped the ball. However, the truth is that no one enjoys being reprimanded or told they messed up.
The question is, what is the appropriate balance between the right amount of praise and the right amount of critical feedback? According to studies done by Harvard Business School, the ratio of praise to critical feedback should be about 6:1 – Six praises for every critical feedback. I am not sure if I agree with that.
From personal experience, I would recommend a lot more praise. The exact ratio doesn’t matter. What’s important is that before you consider giving critical feedback, ensure you have given that employee a lot of recent praise. If not, whatever you are trying to get through to an employee, will fall on deaf ears.
When you do have to give critical feedback, remember a few things:
Focus on the issue or behavior; never attack the person, and remain calm in your actions and words Ask the employee for feedback, their side of the story Speak to the employee in private Address the issue soon after it happens; never wait Don’t rely on second-hand information; it’s always better if you have experienced the situation yourself that you want to correct Have an open discussion and find things that both of you can agree upon Have an action plan moving forward that the employee can take ownership of Use the experience as a learning tool Make sure you bring up positive attributes about them Remember, you don’t want the employee to be angry or upset with you; you want them to reflect on the situation and what can be improved. One last thing. Everyone makes mistakes. We need to be mindful of this.
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By carmcapriotto
Danielle (wife) has been sick Missing Vision KC Medical System Disappointments Network Can = Safety Net Medical Industry Can Learn from Us Cherish/Appreciate Time
The show is sponsored by NAPA Auto Care napaautocare.com
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Email Matt: [email protected]
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By Transmission Repair
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By carmcapriotto
"Forget the Past: Focus on the Future"...sometimes easier said than done. The past is familiar and comfortable. We can also get hung up on our past mistakes, which hinders us from moving forward. Listen to 3 shop owners share their perspectives on the past and the future of the automotive industry.
Watch Episode HERE
Frank Scandura, Frank’s European Service, Las Vegas, NV. Frank’s previous episodes HERE. Al Wright, John’s Automotive, Cedar Rapids, IA. Al's previous episodes HERE Jimmy Alauria, 3A Automotive and Diesel Repair, Phoenix, AZ. Jimmy’s previous episodes HERE
Show Notes:
Don't be afraid of change, what we did in the past or how we did it may not work today. Take care of yourself and let go of old habits. Be healthy and reset! Service advisor is now 4 different jobs: customer service rep, parts manager, service manager What is your break even point? It's not the 'cost' of the service advisor position, the biggest expense is what you are currently doing and what you could and should be doing. Everyone hates change, but the only constant in life is change- lean into change. Hiring top talent vs. Creating top talent- Are "A" technicians made? Have grace when someone makes a mistake Don't get analysis paralysis. Don't let past mistakes stop needed changes for the future. Doing something is better than doing nothing.
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Important Books
Check out today's partners:
Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com
Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com
Click to go to the Podcast on Remarkable Results Radio
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