Submitted by herbroleknotty on
in
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I feel uncertain about how to roll out the trinity in our call center. I will be lucky to get monthly one-on-ones (O3s) with my directs (weekly O3s aren't allowed here). Mark recommends something like six weeks of O3's before rolling out the feedback model - but in six weeks I will have had only two O3s with each direct. At this rate, it'll be a year before I can start coaching. I'm trying to be an effective manager, but it feels like my hands are tied. How can I modify the plan to work in our call center?
Slower Rollout and Feedback Before It’s Time
My first recommendation is be cautious, and listen to our cast on Boss Pushback of One on Ones (link below). If One on Ones are not specifically forbidden, we encourage you to hold them, carefully. Please do not ignore directives or opposition that could cause a real issue.
If they are not expressly forbidden, hold them, but don’t call them One on Ones. I simply suggest that you implement One on Ones but call them something else. It might be as easy as setting up a weekly call that you keep on your calendar to check in with each direct. Maybe schedule one formal meeting a month that you call a One on One too. Using scheduled weekly “tag ups” or “check ins” you could still establish the relationships needed to start rolling out the Trinity without violating your policies. I would suggest that talking to your people once a week is not too much to ask. Just make sure to allow them to talk about things that are important to them each week. Then after 12 weeks of that, start with positive feedback. I’ve put the link for rolling out the Trinity below. The timeline works just fine at a slower pace. You can always wait longer to roll out the Trinity. In fact, slower is better in most cases.
If you really can’t get weekly meetings going, you can always refer to our casts (links below) on Feedback before it’s time. This is the script for using feedback even if you haven’t completed the rollout timeline.
Best,
Kate
https://www.manager-tools.com/2014/06/boss-one-one-pushback
https://www.manager-tools.com/2008/08/rolling-out-the-manager-tools-trinity-part-1
https://www.manager-tools.com/2013/01/negative-feedback-before-its-time
https://www.manager-tools.com/2013/01/positive-feedback-before-its-time