A. Beginning B. Disclosing and Evaluating Your Observations

1. Disclose the whole agenda I want to tell you how I assessed your performance, focusing on the things I thought were strong and areas where I think more progress is needed

2. Invite dialogue There may be areas where we see things differently. I want to hear your views, especially where we disagree, so that I can learn more about your views on quality customer service

3. Offer support by sharing the responsibility for improvement One of the things I want to learn from this conversation is how to help you achieve the goals that come out of this assessment

4. Check the agenda  Are you ready to start?  Do you want to add anything to the agenda?  Are there any questions before we talk about the assessment?

1. Summarise the observations you have made that are relevant to a particular heading

2. Disclose your evaluation of what you have observed  This involves making a professional judgment  Show how you reached that judgment, especially if it is not obvious  Be open to other interpretations

2. Say what you have noticed Say what you make of it Publicly check out your inference I was troubled by the lack of customer response because it may have given you little feedback about whether the customer understood the options

2. Did you find out what the customer understood? I was concerned about the telephone interruption because I thought it might lower your rapport with the customer. What is your view on answering the telephone when you are with a customer?

3. Ask for the other’s reactions to your views  Value the reaction (paraphrase to check that you have understood).  Discover why the other reacts as she does. This gives both parties access to her implicit theory of practice  Welcome disagreement as an opportunity to learning and to counteract unequal power

3.  How do you feel about what I have said so far?  How helpful is this so far?  You look like you see that differently. I’d like to hear what you honestly think

4. Explore differences  Name what you agree and disagree about  Check you have each understood the basis of each others’ views

4.  How do you understand what I am saying about quality service? Note that the previous question is oriented towards discovering the implicit theories of practice used by the person.  A question such as “Do you understand what I am saying about quality customer service?” may not elicit the basis of the person’s views

5. Design ways of testing and exploring the differences  Will more relevant data help?  Relate the differences to a shared theory of effective professional practice

5.  So you are afraid that the customer would shout at you if you tried to find out more details?  How does referring the customer to the manual promote quality customer service

Beginning 1. Disclose the whole agenda 2. Invite dialogue 3. Offer support by sharing the responsibility for improvement 4. Check the agenda

Disclosing and Evaluating Your Observations 1. Summarise the observations you have made that are relevant to a particular heading 2. Disclose your evaluation of what you have observed 3. Ask for the other’s reactions to your views 4. Explore differences 5. Design ways of testing and exploring the differences