I know I will find don’t out… what the policy says In order to That’s protect you… you to connect you I’ll transfer I’ll with… not my job Let me find out what needs to be done. That’s need to call back later When would be a convenient time to You’ll get back to you? You have do this then we to… Let’s first… can… Safety: If people feel safe on our campuses or in sharing their personal don’t information with us, we be able to function as an institution. won’t Courtesy: People will remember how they were treated far more than anything else. Reliability: People expect us to follow-through on our word and promises; they count on us. Competence: If we know our jobs well or have competence in what we don’t were hired to do, then we fail everyone - our students, co-workers and other stakeholders. Three Steps to Coaching: Coaching is used to reinforce behavior that you want to continue or increase. Use the Service Standards to support the behaviors you would like to see. Step 1: Set the Stage. Consider a specific employee who would be an appropriate coaching candidate and write down when, where and how you might coach this employee. Step 2: Observations. Note specific behaviors you have observed and describe how they are consistent with the Service Philosophy/Standards.
I don’t know I will find out… That’s what the policy says In order to protect you… I’ll transfer you to I’ll connect you with… That’s not my job Let me find out what needs to be done. You’ll need to call back later When would be a convenient time to get back to you? You have to… Let’s do this first… then we can… Safety: If people don’t feel safe on our campuses or in sharing their personal information with us, we won’t be able to function as an institution. Courtesy: People will remember how they were treated far more than anything else. Reliability: People expect us to follow-through on our word and promises; they count on us. Competence: If we don’t know our jobs well or have competence in what we were hired to do, then we fail everyone - our students, co-workers and other stakeholders. Three Steps to Coaching: Coaching is used to reinforce behavior that you want to continue or increase. Use the Service Standards to support the behaviors you would like to see. Step 1: Set the Stage. Consider a specific employee who would be an appropriate coaching candidate and write down when, where and how you might coach this employee. Step 2: Observations. Note specific behaviors you have observed and describe how they are consistent with the Service Philosophy/Standards.