|
Back to Index of Newsletters
From NetSpeed Leader Volume 16, April 2004
Joe Winston talked with us, sharing his insights on building open communication.
When I started out, I believed that anything other than communicating what I wanted once at the beginning of a project was management intrusion. I learned that that doesn’t work. You have to schedule regular reviews to give people a chance to talk in detail about what they’re doing, what’s going wrong, and what they need to be successful. Everyone needs frequent and regular reinforcement. And you have to be able to talk about performance so that problems don’t get conveyed as meaning that the person you’re talking to is a bad person.
Listen before you talk. Communicate your passion as simply and effectively as you can. Be willing to communicate bad news as well as good. Take the heat when you’re wrong.
|
A blended learning program for customer service providers |
