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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)

360 Leadership Assessment Checklist

Created by: SafetyCulture Staff | Industry: General | Downloads: 65

This 360 Leadership Assessment template is an excellent guide for observing how leaders or management apprentices coach their direct reports and make sure the action plans formulated with the employee are S.M.A.R.T.{link to Coaching topic}. 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 frequent failed items and use the scoring feature and data gathered to help the coach improve.

Signup for a free iAuditor account to download and edit this checklist. It will be added to your free account and you will be able to conduct inspections from your mobile device.

Download and edit this free checklist

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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)