Care Sherpa的动态

Does everyone in your team know how well they are doing? ?Or do they have to wait 6 months or a year to find out? How good are the review meetings in your homecare company in ??allowing for open conversation about how well someone is currently doing against clear performance criteria ??addressing team working, ??in driving the service forwards, ??increasing engagement ? ??enabling people to develop in/beyond their current role? Handled insensitively, review meetings can do more harm than good. People with responsibilities for carrying out these meetings often welcome support ?with giving feedback/feedforward.* Review meetings/appraisals (or whatever you decide to call them) can be time consuming & unproductive. At worst they can become tick box exercises. Companies that adopt a system of short monthly focussed conversations with brief progress notes report increased engagement and much improved outcomes.* * Message me if you would like more guidance on this. ? #homecareservices #teamdevelopment #businessacceleration

? Let's Talk Real-Time Coaching: Because Tomorrow's Feedback is Already Too Late! Ever heard an agent say "I wish someone had told me that sooner"? You're not alone... ?? The Traditional Feedback Loop: ? Weekly evaluation samples ? Delayed coaching sessions ? Generic training modules ? Outdated performance data ? Forgotten conversation details Result? Missed opportunities and frustrated agents. ?? What Agents Actually Want: ? Immediate guidance when needed ? Recognition for good work ? Clear development paths ? Personalised support ? Understanding of impact ?? Enter Real-Time Coaching: Think of it like having a supportive mentor sitting next to every agent, all the time: ? Instant feedback during calls ? Automated guidance on next best actions ? Celebration of wins as they happen ? Early warning of compliance risks ? Continuous learning opportunities ?? Success Story: One contact centre recently moved to real-time coaching and saw: ? 40% improvement in first-call resolution ? 35% increase in agent confidence ? 25% reduction in handling times ? Happier agents AND customers! ? Quick Wins Anyone Can Implement: 1. Set up positive behaviour alerts 2. Create quick reference guides 3. Enable peer recognition 4. Build micro-learning moments 5. Share daily best practices ?? How It Works in Practice: ? Agent handles difficult call well → Instant recognition ? Compliance risk detected → Real-time guidance ? Knowledge gap identified → Immediate learning prompt ? Great customer feedback → Instant celebration ? Support needed → Supervisor instantly notified ?? Remember: Good feedback is like good customer service - it needs to be: ? Timely ? Relevant ? Actionable ? Personalised ? Consistent ?? Ask Yourself: ? How long does it take for agents to know they've done well? ? What opportunities are being missed with delayed feedback? ? How are you supporting agents in the moment? Ready to transform your coaching approach? Drop a "??" below or DM me to learn more about making real-time feedback work in your contact centre! #AgentCoaching #ContactCentre #EmployeeEngagement #QualityAssurance #CX

Managers + customer support teams = dynamic duo ?? In his blog article, our Senior Service Delivery Manager, Ilya, spills the beans on his unique management approach — a blend of coaching and transformation #management. Follow the link to discover: ?? Why a culture of trust is a must-have for every company ?? Why managers need to master the art of coaching and embrace two-way feedback ASAP ?? How #SupportYourApp builds a collaborative ecosystem and empowers our consultants to excel Tap here ?? https://bit.ly/3VfvS5j #teammanagement #careers

Being a manager consists of daily working on Self. Why? Because your SELF can elevate or ruin a work environment. I worked darn hard on myself bc I kept landing management roles and saw the need for major improvement to be the best manager I can be. I had to learn the obvious: ?? Managers must know that they can NOT control anyone ?? Managers MUST create a safe environment for employees to learn and make mistakes. ??Managers MUST have some basic skills of teaching others in the way they can learn and understand. ??Managers MUST be approachable. ??Managers MUST be able to correct AND applaud employees. ??Not necessary but def creates a great environment- Managers can be FUN! Managers make or break company culture. Company culture isn’t a HR responsibility. Some jobs I’ve had, HR made it fun but I once had a manager that made it difficult to want to show up for work. My manager’s toxicity wiped out any fun I experienced within the company. I love that I’ve learned lessons that helps me create a safe environment for my team to flourish, work well and be at peace when rolling into work. It took a while but I learned. And I’m still learning. #CallCenterManager #CallCenterTrainer #ManagerTips #CallCenterJobs #CallCenterManagerJob Pic: Fun nostalgic training tool created by me from my Corporate training days DermOne

To progress your career in practice you will need to take on the counselling manager or line manager role. If you work in a partnership environment, there's a good chance that your firm operates a matrix structure. Basically, there is a pool of junior workers available for any partner or senior fee earner to use As a result, you may have limited day-to-day interaction with your direct reports! Check-out my self-study course How to Excel as a Line Manager. It will give you the skills and mindset you need to become a top-notch line manager who can bring out the best in their team members. ?? The course contains 7 modules with videos to watch. By the end of the course you will have: - Gained an understanding of the role and purpose of a line manager, and how that changes if you work within a matrix structure - Scheduled regular touchpoints with your direct reports to provide them with support and motivation - Practiced giving feedback in a way that leads to actual behavioral changes - Collaborated with one of your direct reports to create a development plan - Learned what it takes to motivate your direct reports - Set motivating targets with your direct reports Find out more here https://lnkd.in/e6sK3bhg #linemanager #leadateam #linemanagement #professionaldevelopment #selfstudy #careerdevelopment #seniorassociates #legallife #lawyerlife #big4life #consulting #consultinglife #howtomakepartner #progresstopartner

#corporate #companies Manager assigns more work to only one person if she/he works very well rather comparing others.Due to more hardwork with dedication who are working,they are getting more work..... But another side either scrum master or manager or team leader whatever who are in top position doesn't assign work to others.some of the team members who are not working for product quality and showing attitude,rashness and because of there jealous complaining other team member about there work this top positioned people listen like dumb and atleast doesn't contact hardwork person who serves as dedication for product quality.... Here good person who is having good thinking getting scoldings and manager is rude with this hardworker team member but very good with who is not working at all.That manager enjoys the buttering words or flattering words from bad team members. Who are hardworking getting less salary and less appreciation but who are not working proper and good person working there work also but this bad person getting more salary and more appreciation.This is the justice in corporate companies? Need good leader who is capable to understand team hardwork and very communicative with team whats going on.... . Most of the times women is very jealous about this things ,bad women is very jealous over good women.Men should understand this when it happens in a manager position and do justice to good people otherwise no use of that position for you. #Manager #scrummaster #teammates #women #jealous #men

Let's talk about 360-degree Feedback Assessments! Some answers to the most frequently asked questions and most highly debated aspects of this topic: What is it? Fulsome evaluation in which an individual receives confidential, anonymous feedback from manager, peers, direct reports along with self-assessment. This yields a comprehensive, candid view of individual's performance, contributions, towering strengths, areas for improvement. Used for developmental purposes. Worth the time, effort, and cost? Yes but needs to be done the right way (see below). Who should conduct/facilitate? Objective, external party (e.g., executive coach or consultant) who also ideally has knowledge and exposure to the org. Just for senior execs? Given the investment, I recommend reserving this for top talent or high potential emerging talent. This is not for managing poor performers or to build a case to terminate. Part of the perf mgmt process or outside it? Outside it. If feedback providers know it will directly impact someone's performance, they won't be candid. What's the right approach? 1) facilitator meets with individual, explains the process, aligns on ground rules, solicits names of the feedback providers, conducts self-assessment 2) facilitator meets with individual's manager, confirms feedback provider names are right (i.e., people who may have "textured" feedback aren't left off) 3) facilitator meets with each feedback provider for a live convo (F2F or virtual) and asks very carefully thought-out questions (see more on this below) 4) facilitator creates compact read-out report and meets with individual to talk through the feedback and provides the report 5) facilitator has individual reflect on read-out convo and read report in detail, coming back with questions and/or concerns 6) facilitator helps individual prep for convo with feedback providers to thank them and share action plan 7) individual shares full report with their manager. What platform or tool (if any) should be used? None. I've tried many tools and tech-enabled approaches and this is a process that is best done manually as it is highly professionally intimate and calls for identifying nuance, surfacing what's not being said, and spontaneously probing for more context and detail even when not initially provided. What makes it highest value? Top 3 key factors: 1) right facilitator who has enough experience and expertise 2) questions--I've learned the science and art of asking the right questions which comes from doing 1000+ of these over the years 3) read-out report: don't sugar coat (e.g., if leader lost the followership of their team don't say "an opportunity for you to optimize followership", just say it! "you've lost the followership of your team"; anything less is a disservice). I can help you with 360s for key talent in your organization. Let's discuss further: [email protected] #360s #assessment #leadershipdevelopment #lead3r

Three performance review* questions for a health and safety professional that might actually connect with real-world performance: (Ask these to their key internal customers, of which there should be 5-10 anonymous responses) 1. How much would you miss this person if they were gone? 2. How much does this person contribute to the actual safety of work, and how? 3. What's the best thing about this person and the way they work? What's the least good thing about this person and the way they work? (Ask these to the person themselves) 1. What is your role and where is it not clear? 2. What goals do you have and how have you progressed towards these? 3. What is the organisation, your stakeholders, this team, or me (the boss) not giving you that you need to do your work? *There is very scant evidence that performance reviews lead to performance. I am not offering you evidence-based advice. If your organisation forces performance reviews on people, then the above are theory- and evidence-informed questions that might make it a more useful process. And if you must, I think the #1 thing that will make the process more effective is to have regular performance conversations versus once-a-quarter/half/year. I'm happy to expand on the theory- and evidence-informed parts of the above questions if anyone wants to pull a thread, just ask in the comments and I'll go deeper. #healthandsafety #professionalpractice #coaching

With recognized expertise in project/product management, clinical assessment, RFP’s, critical incident response, public speaking/training, operations management, and management consultancy & advisory with Employee Assistance Programs, I am seeking my next opportunity. Including an attention to detail for identifying inefficiencies, I bring a solid balance of compassion and collaboration. Below are some examples of the value I can deliver: ·????????Developed and introduced cohesive approach for product development and process change in close inter-departmentally collaboration with IT and other lines of business. ·????????Created a process to identify fraud and abuse within the provider network. ·????????Experienced national and international trainer/speaker on mental wellness issues and leadership development courses. ·????????15+ years of management consultation to support organizations through critical incidents, performance management, and change management. ·????????Recognized for securing five professional awards for consistent exemplary performance. ·????????Credited with improving departmental efficiency and saving 30+ hours for each person weekly by creating an efficient document and source of information and introducing process improvement initiatives.? #openforwork #eap #mentalhealth #wellbeingatwork #organizationaldevelopment #behavioralhealth #share #managementconsulting #traininganddevelopment

Be prepared for a performance review with this list of performance review questions with both good and bad answers to help you shine. https://hubs.ly/Q02JNFZG0 Find out the best way to respond to questions like: What do you like most about your job? If you have a problem with a coworker, what would you do? And many more. #projectmanager #projectmanagement #performancereview