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How to Tell Anyone Anything - Be Curious, Not Furious

Once in a great while I have the ability to read people’s minds. Since you are reading this blog, I’ll bet that you are a good supervisor of customer contact professionals. I will also bet that you wake up every morning believing that you are a nice person.

And I will bet one other thing: when someone on your team does something you wish they wouldn’t, whether it is coming in late too often or snapping at a difficult customer, you get frustrated and it shows. And then when nothing changes, you wonder what to say to them.

That is where this blog comes in. I would like to change your perspective from what to *say* to what to *ask*. Because when you start asking good questions and taking a learning posture, even in really difficult employee situations, you suddenly gain the power to create real performance change. Compare these two situations and see what I mean: Read more »

How to Tell Anyone Anything - Start in a Safe Place

Do you manage customer contact professionals for a living? You probably dream about a workplace where everyone looks forward to coming to work in the morning, gives their very best effort, and creates consistently great customer experiences.

Well, guess what – I believe you can create such a workplace. Even in a world where it seems like your agents constantly say the wrong things to customers, act disengaged, fight with each other, or sometimes even forget to shower as often as they could. And best of all, you don’t need to surgically implant different personalities in everyone. You just need to change the way you coach them.

In this four-part blog series, we are going to look at a style of coaching that has little to do with what most managers do – namely, catching people doing things wrong and correcting them. This new strength-based approach to coaching has more to do with techniques from hostage negotiation, crisis counseling, and psychotherapy than it does with traditional management. And I have personally used this approach to create near-perfect customer satisfaction ratings, near-zero turnover, and high morale on my own support teams, as well as those of hundreds of training attendees. Read more »

Watch the recorded version here

Those who manage people know that it is often challenging to provide ‘constructive criticism’ or feedback without causing their employees to become defensive. All too often human nature and an instinctive need to defend ourselves takes over, resulting in resentment or resistance to suggestions for change.

This webinar features Rich Gallagher - Author of What to Say to a Porcupine & How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations a Work – exploring a fresh new approach to coaching customer service professionals. An approach based on recent developments in the psychology of how we communicate with each other focusing on strength-based coaching versus deficit-based coaching. Read more »