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Printable Handouts
Navigable Slide Index
- Introduction
- Francoise Tourniaire
- What is burnout?
- Talk outline
- Why is burnout bad?
- What causes burnout?
- Burnout is a downstream issue
- Discussion outline - proactive techniques
- Proactive techniques
- The hiring process
- Hiring profile
- Examples of hiring profile
- To do list - hiring profile
- Behavioral interviewing
- Examples of behavioral interviewing
- To do list - behavioral interviewing
- Checking references
- Pay attention to people styles
- People styles
- Managing dominants
- Managing entertainers
- Managing thinkers
- Managing supporters
- Managing as a dominant
- Managing as an entertainer
- Managing as a thinker
- Managing as a supporter
- To do list - for manager style
- Define meaningful objectives
- Defining SMART objectives
- Examples of SMART objectives
- To do list - objectives
- Manage performance
- One-on-one meetings
- Schedule one on one staff meetings
- Walk around, look, and listen
- Giving feedback
- Examples of giving feedback
- To do list - create feedback statements
- Performance quadrants
- Managing out
- To do list - performance quadrants
- Reactive techniques
- People quit managers
- Give a break
- Give control
- Give tools
- Give gratitude
- Give consistency
- To do list from 5 "give me" items
- Thank you and contact information
Topics Covered
- Why burnout is a problem in support organizations
- Causes of burnout
- Proactive hiring and managing techniques to minimize burnout
- Practical techniques to handle burned out employees
Links
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Talk Citation
Tourniaire, F. (2009, October 27). Preventing agent burnout [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved December 12, 2024, from https://doi.org/10.69645/CRPS6176.Export Citation (RIS)