Goal Setting
What is the purpose of a goal setting conversation?
To have something to work towards
What is the purpose of a praising conversation?
To help people understand which specific behaviors are helping to achieve the goal, why their actions matter, and that their efforts were noticed and appreciated.
What is the purpose for redirecting conversations?
The way you handled that difficult request for a refund was very professional. You were calm and respectful as you talked with the customer. What was going through your mind that kept you so calm? Nicely done—I’m very glad you’re on our team.
Praising
Thanks for coming in today. I’d like to talk with you about a new project. It’s something you haven’t done before, and I think you’re ready for it!
Goal Setting
When do you have a goal setting conversation?
At the beginning of a project or goal.
What is the purpose of a wrapping up conversation?
honor work
reflect on experience
celebrate
recognize learnings
apologize for mistakes
identify ways to work better in the future
express confidence in future goals
show appreciation
Why do you need to plan ahead for this type of conversation?
Thanks for meeting with me today. I noticed that you’re using the Call Tracker online tool with every call. Well done! What have you learned as you’ve used the tool? What challenges have you had that you’ve overcome? The use of the tool has been most helpful to the students and to the staff. Thank you for using it so effectively.
Wrapping up
Remember yesterday’s sales meeting when … happened? Let’s talk about other ways to handle situations like that, which I know you can do. First, what was your perception of what happened?
Redirecting conversation
How should you always start a goal setting conversation?
Set a positive tone and identify the person's strengths
Why are wrapping up conversations critical?
Provide closure before moving on to the next project
Reinforcing accountability
What consequences could there by by waiting or avoiding these types of conversations?
I know that call was challenging. The person was very upset. I noticed that you sounded frustrated. What was going on for you during the call? It’s important to our business for those calls to be handled differently. When you have difficult conversations like that one, it would be best to keep your voice steady and slow. As you continue learning about situations like this one, I want you to have the support you need so that your development in this area continues, which I’m confident it will
Redirecting
Could we talk just for a minute about last week’s meeting? The way you ran the meeting was outstanding. You set the agenda and kept the meeting on track. What do you think went well?
Praising Conversation
What is the best way to make sure a goal is accomplished?
Track goals and give feedback.
What are the steps for a wrapping up conversation?
Express appreciation, Ask how the person feels about the project, Discuss the results and impact, ask about learnings and improvements, express confidence in future work.
What is the most important thing you don't want to do in this type of a conversation?
Tell them how to correct the behaviors. You want to help them get to the right answer. They need to come to their own solution.
I know this project isn’t as interesting to you as others have been. I believe you’re the best person for this, and I see it as a way of accelerating your development and your career. As we talk, please share your thoughts. At the end of the conversation, I hope we have a clear project that’s compelling for you.
Goal Setting
Not only did you do a great job on the goal, but I think you’ve learned some valuable things that others could use. As you think about this goal, what do you think might benefit others on the team?
Wrapping Up Conversations
What are the 4 parts of a goal setting conversation?
Introduce the goal, give feedback to refine the goal, identify steps, discuss any limitations.
What three things should all praising conversations include?
They must be timely, specific, and intentional.
What are the steps for this type of conversation?
Clarify the Goal, Focus and discuss by sharing your observations, asking for their perspective and communicating honestly, then review for steps and actions and to ensure nothing needs to be clarified.
Remember yesterday’s sales meeting when … happened? Let’s talk about other ways to handle situations like that, which I know you can do. First, what was your perception of what happened?
Redirecting
. Yesterday’s meeting didn’t go well, from my perspective. I’m concerned about a couple of things that didn’t help us move forward in achieving the goal. I’d like us to talk about some different actions (or behaviors) to help move us forward. I have some ideas and I’d like to hear yours. I’m confident that together we can move forward and complete the project (or goal).
Redirecting Conversation