Psychology of Customer Success

Giving Negative Feedback Without Destroying Morale


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Do you avoid giving negative feedback because you don't want to upset your employees?   Do you ever worry they won't like you?

You’ll learn why it’s so hard to give negative feedback, what the consequences are for avoiding it, and a proven (Provan?) framework for delivering it in a way that gets results without sending the other person into a shame spiral or being wishy-washy.  

Takeaways for You:

  • Why the brain goes haywire in these situations
  • Caring About Employees vs. Being Liked
  • How to establish psychological safety
  • The secret to framing your criticisms correctly
  • Highlighting invisible consequences


OTHER LINKS MENTIONED IN THIS EPISODE:

Crucial Confrontations (now called Crucial Accountability) - -  Patterson,  Grenny,  Maxfield,  McMillan, and Switzler
Crucial Conversations -  Patterson,  Grenny,  Maxfield,  McMillan, and Switzler
Never Split the Difference (Also great on audiobook!) - Chris Voss


Feedback Framework - a quick reference sheet


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Ready to stop figuring out CS leadership the hard way?

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Applications are currently open for CS leaders looking to level up - but our cohorts fill up fast!


CONNECT WITH RACHEL

Follow at:

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WEBSITE

https://provansuccess.com


🎬 This content was edited by Lifetime Value Media.

Learn more at: https://www.lifetimevaluemedia.com




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Psychology of Customer SuccessBy Rachel Provan

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