Page 58 - Perfect Phrases for Motivating and Rewarding

we almost lost one of your clients who was frustrated with
continual delays. What can we do to remedy this situation?”
■ “Your refusal to (greet a customer
arriving to meet someone else, check e-mails regularly, turn
your cell phone on . . .) frustrates clients and puts pressure on
the rest of the team.”
■ “Sometimes you seem to blaze ahead without following
directions. I appreciate your initiative, but it’s important that
our team members work together and follow some proven
courses.”
■ “I know this process is confusing. Mastering it is essential to
your job. What aids or tools will help you?”
■ “When you come in late, others have to interrupt their work to
cover for you. What can you do to get here on time?”
■ “According to the action plan we created in the last meeting,
you were going to . I noticed that you
haven’t begun. What’s getting in the way?”
■ “We’ve talked about what the problems are. What solutions
do you see? How would you go about moving forward from
here?”
■ “I’ve noticed that you sound abrupt on the telephone. Are you
aware of that?”
■ “We’ve received a number of complaints from people who
describe you as rude. I’m sorry to say I don’t have specifics.
Are you aware of the actions or tone of voice that would lead
people to say that? What are they? How do you think you
could modify your (tone, actions, behaviors . . .) to
rectify this problem?”
■ “You haven’t been transitioning into your new role. I know you
don’t feel fully confident in this role yet, but I need the job done.
I’m here to support you, and I believe you can do it. Are you
with me? Do you have reservations that I should know about?”
■ “Do you realize there will be serious consequences if you
continue telling racial jokes in the office? Let’s review

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