Track Training Tips No. 8

 How To Deliver Developmental Feedback

Giving developmental feedback to your staff may be the hardest thing that you have to do. However, DO IT you must! Otherwise you are not managing professionally. You never know – the individual concerned may just thank you for it – give them the benefit of the doubt and lets assume that they are not aware of their inappropriate behaviour until you tell them.

11 Key Steps to giving feedback:

  1. Remember the purpose – performance improvement NOT character assassination
  2. Prepare yourself and the environment
  3. Choose the right time and the right place to give you the best chance of success
  4. Thank the individual for coming – set the scene – remind them of the purpose of this informal meeting
  5. Present your FACTS. Accurately, Briefly, Clearly, Objectively and Professionally.
  6. Invite and listen to the response.
  7. Stick to the facts, don’t get sidetracked, concentrate on behavioural change.
  8. Make sure they understand the repercussions of their inappropriate behaviour for them, you, the team, the business, the customer. 
  9. Gain agreement to the behavioural change required and record the outcome including timescales.
  10. Offer thanks and part professionally.
  11. Continue to monitor and coach the individual.

Links to workshops:

How to be Assertive

Managing Conflict

Communicating With Confidence

Delivering Feedback without the Tears

For further information and business support contact Dave Chesters on 01785 823583 or take a look at our website – 


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An offer to those of you who manage others.

If you manage other staff, there is a really good chance that a small percentage, maybe only one, just don’t seem to pull their weight. You know the ones – no real engagement in meetings, behaviour not quite right, last to arrive and first to go, just not adding value. This small percentage will probably be taking up a quite inappropriate amount of your time end mental effort. Honestly – they are real pain!

Well – here is the offer. Give me a call and I will come into your organisation at a suitable time, do lots of listening, observing and asking some key questions. Then I will come back to you with my observations, some possible solutions and ideas for action and improvement. If you wish I will coach you through the implementation stage.

For this service I will charge a nominal £20 for petrol. If you don’t like what I have to suggest, I’ll even refund you the £20!


Track Training Tips No. 7


10 Steps to Excellent Customer Service

Can you remember the last time that you received poor Customer Service in the high street or on the telephone? Of course you can – it was not very long ago was it?

Most organisations will spend a small fortune on sales, marketing and new IT systems in order to streamline their processes and achieve higher sales. Unfortunately all of this will be wasted if those at the sharp end of the customer journey are not trained to deliver outstanding customer service at all times.

Some key steps might include:

1.  Don’t aim to merely satisfy your customers – they may be satisfied but still not return! 

2.  Aim to be different from your competitors by building rapport and developing genuine relationships with customers.  Products, prices and premises may be similar but you can differentiate through people!

3.  Charm your customers by looking for opportunities to make a positive impression by offering a little bit more or going that one step further than expected

4.  Focus on the total customer experience and aim to impress at every stage of the customer journey from first contact to the final “good bye”.

5.  Every staff/customer interaction is a “moment of truth” – an opportunity to impress, even if it is a complaint situation or a difficult customer!  Surprise customers with your service recovery time and initiatives.

6.  Customer service starts at the top of the organisation – senior people must visibly demonstrate excellent customer service behaviours in front of staff at every opportunity! 

7.   “The service that we give to customers begins with the service that we give to each other!”  Customer service excellence begins internally and there must be a focus on teamwork and the internal customer.

8.  Care for staff and they will care for customers.  Front line staff must be motivated and inspired to provide service excellence.  A positive working environment and positive people management is absolutely essential.

9.  Developing customer service excellence is about developing an organisational ethos with shared internal values.  It involves everyone in a business – including part time staff, casual staff and volunteers and should not be a focus for frontline staff only.

10. Sit still and you will be overtaken! The journey to customer service excellence is never ending – you must always be on the lookout to develop and improve your service performance.


Remember that it costs far more to find a new customer than it does to keep the existing ones.

Links to workshops:

Customer Service Skills

Handling Awkward Customers

For further information and business support contact Dave Chesters on 01785 823583 or take a look at our website – 


Track Training Tips No. 6

10 Steps to dealing with Corporate Anti-Bodies!

Definition of Corporate Anti-Bodies – untrained managers/supervisors/team leaders who will do untold damage to your output, staff morale and team work to name but a few areas of concern.

If your organisation employs people who manage others they really do need appropriate training to equip them with the confidence and competence which will enable them to perform and behave in a professional way.

The Essential Things To Do:

  1. Discuss the requirements for Continuous Personal Development at the recruitment interview.
  2. Consolidate and confirm this theme during Induction.
  3. Have a planned and continuous programme of Learning and Development for each individual.
  4. Discuss their Learning Objectives before they attend any training.
  5. Review what they have gained from the programme on their return to work and how they intend to put the learning into action.
  6. Review their performance on a Quarterly basis.
  7. Give them regular, quality feedback – especially on the negative impact of their observable/measurable lack of competence on individuals, the team, the organisation, and of course, their own succession plans.
  8. Massage their egos, and remind them that everyone has training needs, even the MD!
  9. Provide them with a Mentor and/or Coach.
  10. If you can, instigate 360 degree peer review, so that they can hear the same message from someone else.

This should have the desired effect, raising confidence and competence levels of all those concerned – thus ensuring the Business Objectives are achieved.

Links to workshops:

Introduction to Management

The Effective Team Leader/Supervisor Programme

Leading Your Teams Through Change

For further information and business support contact Dave Chesters on 01785 823583 or take a look at our website – 

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