Guide to Truly Effective One-on-One Meetings

Many say an occasional “one-on-one” (aka 1:1) with your employees will build your relationship with them and help you get to know them better.  You may have thought of this practice as a “nice thing” to do when possible…

I think 1:1 meetings are SO much more important than that.  These meetings, when held consistently, can become a fundamental building block to build trust, and achieve more together at work.

These meetings can be an important part of your work, but are a vital part of your employees’ work (their engagement and development).

 It is very possible, even likely, that these 1:1 meetings are more important to your employee than they are to you.  

Think about that for a minute…

Here are my  tips for 1:1s, and some good resources I have used & shared:

Clarify the “rules of the game”

  • Don’t assume  basic details.  Almost everyone will have a different view of these meetings.  The most important part is that you two understand together what they mean.
  • Questions to clarify:  What is the purpose of these meetings?  When will they be held? Who will schedule the meeting?  How often?  Who decides the agenda topics? What might those topics include?

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Coaching Challenges: Under Performing Team Members

<originally written in July, 2014 – during the World Cup of soccer>

If you’re a manager or supervisor, the topic of “performance management” or “performance improvement” is likely a topic that makes you cringe. Working through awkward conversations with woeful under-performers and providing negative feedback is something that doesn’t come naturally for most leaders, and can be a painful topic for many employees.

Do you feel this is an area in which you can improve? When in doubt, think like a coach!!!

coaching challenges

Brief consideration of how Jurgen Klinsmann (U.S.), Joachim Löw (Germany) or Alejandro Sabella (Argentina) coach their teams during the World Cup may give us a clue. It is a common occurrence to see them, or almost any other coach, on the sidelines, yelling instruction and feedback, giving constant encouragement, and constantly scanning for improvements and strategic corrections.

On the field of competition, it is clear the coach and players are on the same team; they very clearly want the same goals. Is that always the case in your contact center? Are supervisors, managers and quality coaches clearly seen as “on my side,” or are they seen as something of an adversary?

Let’s examine some ways the coach of your favorite team helps improve performance, and demonstrate that we are all on the same team: Continue reading