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LTM The Right Approach to Handling Mistakes

The flashcards below were created by user 83Skeeter on FreezingBlue Flashcards.

  1. The first step in handling mistakes is:
    • Research:
    • Need to make sure you have all of the facts before you meet.  The question to ask is yourself is "Is this person worth saving?"
  2. The second step in handling mistakes is:
    • Begin with Rapport
    • Choose a positive behavior you have observed instead of just giving a complement.
  3. The third step in handling mistakes is:
    Reference the Mistake or Issue.  Make sure you focus on the problem and not the person.
  4. The fourth step is the moment of truth
    Here is where we react to the persons response.  They can Resist or Relate
  5. If the person Relates to the issue we:
    Restore performance:  This step helps to reduce the chance of the mistake happening again.
  6. _______________ follows Restore Performance
    Reassure.  This step focuses on the person. As a manager we need to help rebuild confidence.
Author
83Skeeter
ID
316830
Card Set
LTM The Right Approach to Handling Mistakes
Description
The R's of the LTM.
Updated
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