HVACR Business

JUN 2017

Help hvacr contractors master the critical components of business management.

Issue link: http://digital.hvacrbusiness.com/i/833679

Contents of this Issue

Navigation

Page 49 of 55

2017 EDUCATION SUPPLEMENT 18 hvacrbusiness .com One thing I've learned over time is, no matter how well you think you are doing, people around you may have a different perspective. ose people can include your family, your friends, your boss, your co- workers and even your customers. Yet, many times, when others want to share their perspective or feedback, we're less than eager to accept it. Aer all, we all know ourselves and our jobs better than anyone else. As general manager of Cook Heating & Air in Crawfordsville, Ind., I manage a small team of technicians, customer service reps and office staff. at same fear of feedback is shared by most of them. Yes, I said, "fear of feedback." For most people, including owners and managers, feedback in the workplace has earned a negative connotation. Many of us misunderstand the purpose and the benefit feedback can have for our employees' success and our company's success. We mistakenly assume feedback and criticism are synonymous. As owners and managers, we need to make sure our employees understand that feedback is a gi that, used appropriately, can help improve their job performance. When training technicians on Cook Heating & Air's customer service process, I make sure to also train them to understand, expect and appreciate feedback from trainers, peers and themselves. ere are four keys to effectively use feedback to maximize technician training. Understand the rules for providing good feedback is is simple, but important. Everyone attending or hosting your training, including you as an owner or manager, must understand, and abide by, critical feedback rules: • Say what went well • Say what could be improved • Focus on being helpful and specific • False courtesy is no more helpful than 'all criticism, all the time' 4 Keys to Successfully Using Feedback During Training As owners and managers, we need to make sure our employees understand that feedback is a gift that, used appropriately, can help improve their job performance. BY G A R R ETT CO OK

Articles in this issue

Links on this page

Archives of this issue

view archives of HVACR Business - JUN 2017