Quoatable Quotes

If the glass is full, can it hold anymore? Yes, if you pour some out.

30 Ideas in 30 Minutes

Coaching

Immediate coaching is 90% more effective than deferred coaching. After a completed task, give immediate feedback and suggestion on how one may improve their service, rather than making a note of it with the intention of giving feedback 2 days later coach on one behavior immediately.

Suggested Phrases to use:

• Here is another way of doing it.
• Let's look at what works and figure out what we can learn to deal with the problems.

Describing the problem:

• What doesn't work so well is ______________ because _______________.
• The problem with ____________ is that ______________, which results in ________.

Phrases for Improving Performance:

Acknowledge:

I like the way you ______________________

Describe the problem:

What does not work as well is ______________ because _____________ results in ______

Find Solutions:

Let's look for solutions together.

6 Steps To Conflict Resolution

6 Steps to Conflict Resolution

1. Preparation
   Write the assertion message (state the behavior, your feelings, result)
   Set an appointment (uninterrupted time to discuss the issue)
   Timing is important (don’t do it when the receiver is tired, hungry, stressed)
   Select the Place (avoid confrontation in public)
   
2. Sending the Assertion Message
   Get down to business quickly (no small talk)
   Check body language – your body language should demonstrate that you are serious
   
3. Being silent
   Allow the receiver to think about what you said.
   
4. Reflectively Listening to the Defensive Response
   Focus on their feeling
   Avoid being defensive
   
5. Recycling the Process
   Send the identical message again
   
6. Focusing on the Solution
   Come up with a solution
   Don’t insist that the other perosn be cheerful about meeting your needs
   Say “Thanks.”
   Follow up
   
   
   

Pinoy Customer Service

What makes Pinoys the best in customer service?