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360 Leadership Assessment Template

This 360 leadership assessment template is an excellent guide for observing how leaders or management apprentices coach their direct employees. Make sure the action plans formulated with the employee are S.M.A.R.T. by asking the right questions. Begin by observing how the coaching started. Then, check the steps taken during root cause analysis, action planning, and how the coaching was concluded. Provide some recommendations and include the signature of the coach and the observer. Use analytics to keep track of frequently failed items and use the scoring feature and data gathered to help the coach improve.

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Audit
Preparation / Getting Started
Management apprentice reviewed employee's 4-week performance trends via metric reports, CSAT surveys/verbatims, Quality monitors, escalated calls/questions, tickets, etc
Management apprentice reviewed multiple Advocate calls/tickets/emails/chats in advance
Management apprentice greeted employee and started the discussion on the human side
Management apprentice set appropriate expectations for the discussion
Management apprentice and employee reviewed a recorded call/ticket/chart/email/chat together
Discussion for Understanding
Management apprentice and employee calibrated on what they liked about the quality of the interaction
Management apprentice and employee calibrated on the opportunities for improvement on the interaction
Management apprentice and Advocate identified behavioral opportunities
Management apprentice shared with employee their target behavior
Management apprentice got employee confirmation on the target behavior
Root Cause Analysis
Management apprentice utilized the "5 Whys" questioning technique to identify the root cause of the Specialist's behavioral opportunity.
Management apprentice had the employee explore impacts on the customer if the behavior continues
Management apprentice had the employee explore impacts to self if the behavior continues
Management apprentice had the employee explore benefits to the customer if they changed the behavior
Management apprentice had the employee explore benefits to self if they changed the behavior
Action Planning
Management apprentice asked what actions employee can take to change the root cause of the targeted behavior
Management apprentice and employee mutually identified specific, challenging and motivating actions, as compared to the NORMS checklist, and agreed on measurable performance criteria
Management apprentice asked the employee to review the actions against SMART.
Management apprentice asked what the employee needed to help them keep their commitment to changing the targeted behavior
Management apprentice asked the employee to recap discussion and actions going forward
Follow-Up
Management apprentice set a date for an early progress review with the employee
Management apprentice set a specific follow-up date and time for next coaching session
Management apprentice solicited employee's feedback, listened/asked questions and thanked them
Management apprentice asked the employee what else they would like to talk about
Management apprentice assured confidence in the employee's achievement and offered praise and recognition.
Completion
Recommendation(s)
Full Name and Signature of Management Apprentice
Full Name and Signature of Observer (Coach / Supervisor/ Manager)
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Please note that this checklist template is a hypothetical appuses-hero example and provides only standard information. The template does not aim to replace, among other things, workplace, health and safety advice, medical advice, diagnosis or treatment, or any other applicable law. You should seek your professional advice to determine whether the use of such a checklist is appropriate in your workplace or jurisdiction.

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