Communications

How to Give Effective Performance Feedback

You can turn a soul-crushing performance appraisal into an opportunity to engage your staff. Make it an interactive conversation that energizes both you and your employee. My team and I have used the following format for performance feedback for over a decade. We use it for both glowing appraisals and tough reviews

How To Do Customer Service Right

Imagine this. Your agency is tasked with reaching out to individuals in 192 different languages, across many different channels, with varying education and technological expertise. It sounds like an almost impossible task. But that’s exactly what the U.S. Citizen and Immigration Services Customer Service and Public Engagement Directorate accomplished