Share these talks and lectures with your colleagues
Invite colleaguesWe noted you are experiencing viewing problems
-
Check with your IT department that JWPlatform, JWPlayer and Amazon AWS & CloudFront are not being blocked by your network. The relevant domains are *.jwplatform.com, *.jwpsrv.com, *.jwpcdn.com, jwpltx.com, jwpsrv.a.ssl.fastly.net, *.amazonaws.com and *.cloudfront.net. The relevant ports are 80 and 443.
-
Check the following talk links to see which ones work correctly:
Auto Mode
HTTP Progressive Download Send us your results from the above test links at access@hstalks.com and we will contact you with further advice on troubleshooting your viewing problems. -
No luck yet? More tips for troubleshooting viewing issues
-
Contact HST Support access@hstalks.com
-
Please review our troubleshooting guide for tips and advice on resolving your viewing problems.
-
For additional help, please don't hesitate to contact HST support access@hstalks.com
We hope you have enjoyed this limited-length demo
This is a limited length demo talk; you may
login or
review methods of
obtaining more access.
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
Series:
Categories:
Talk Citation
Tourniaire, F. (2009, October 27). Preventing agent burnout [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved November 10, 2024, from https://doi.org/10.69645/CRPS6176.Export Citation (RIS)