I'm not necessarily looking for advice because I know what the correct behaviors from me are, but rather to expose a little bit of my laziness in the hopes that a public airing will help me step up and be accountable.
My directs are increasingly stressed as the holidays approach (our busiest time for we support retail clients through the "black" days of the year), but they're letting that show through to our clients on the phone, and sometimes I cringe overhearing their conversations. Immediate feedback using the model is NECESSARY but I'm not often doing it, rather using the old model of just telling them what they did wrong. That's of course met with typical responses - obstinence, disagreement, frustration.
Behavior change, behavior change.... I want it and I hope the feedback model will increase its chances for occuring, so I have to give it a shot rather than wussing out and being the passive, cringing manager.
Thank you all for your continued posts all over these forums and your success stories - they keep me going.
I already know how to tailor my "here's what happens" to fit their very different DiSC profiles, so plunging in is the only needed step. . .
*deep breath in, ready to open the bag of potato chips*