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Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
book

Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski

by Chip R. Bell, Ron Zemke
May 2007
Intermediate to advanced content levelIntermediate to advanced
231 pages
5h 8m
English
AMACOM
Content preview from Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
to communicate wisdom and experience without creating de-
fensiveness and resistance in the performer.
There are many aspects to mentoring. One key is to give
advice in a manner that allows it to be heard, minimizes de-
fensiveness, and keeps accountability for improvement with
the performer. A useful approach to achieving such a tall order
is to first get the performer’s permission to give advice and then
provide the advice as an “I” statement (“If I were you, I would
. . .”). That’s less telling and judgmental than an authoritarian
“you should, you ought to, you had better” posture. Most per-
formers, especially those confident in their skills and accus-
tomed to succeeding, resent being told what to do.
Managers sometimes bristle at the suggestion ...
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Publisher Resources

ISBN: 9780814473689