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Employees will demonstrate
the ability to follow directions and time management
skills by selecting the appropriate time to complete
the phone call as indicated by the trainer
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Employees either do
not complete the phone call at all or complete the phone
call over an hour outside of the identified time
|
Employees complete
the phone call between thirty-one and sixty minutes
outside of the identified time
|
Employees complete
the phone call between eleven and thirty minutes outside
of the identified time
|
Employees complete
the phone call between zero and ten minutes outside
of the identified time
|
____
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Employees will discuss
transcript situation in an appropriate manner, expressing
friendliness (based on tone), knowledge (based on information
given), and the ability to persuade (based on use of
influential language cited by the trainer).
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Employees either do
not complete the phone call or discuss the situation
in an abrasive, uninformed, or unpersuasive manner
|
Employees discuss the
situation applying only moderate friendliness, knowledge,
and persuasive skills (speaking in a monotone or sharp
tone, relating some information but leaving out the
most important, and not articulating the influential
language cited by the trainer)
|
Employees discuss the
situation applying accomplished levels of friendliness,
knowledge, and persuasive skills (speaking in an interested
tone, relating most important information but without
details, and demonstrating persuasion but without articulating
the influential language cited by the trainer)
|
Employees discuss the
situation applying the highest levels of friendliness,
knowledge, and persuasive skills (speaking in a friendly
and positive tone, relating all important information
and details, and demonstrating persuasive ability by
articulating influential language cited by the trainer)
|
____
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Employees will evaluate
their own performance during the phone call after the
call has ended, defending at least one strength and
distinguishing at least one area for improvement.
|
Employees either do
not complete the phone call or do not select a strength
or area for improvement
|
Employees evaluate
their performance by selecting one strength and one
weakness but without distinguishing reasons as to why
they chose their selections
|
Employees evaluate
their performance by selecting one strength and one
weakness, defending their strength and distinguishing
their weakness by summarizing some of their discriminating
thought process but not describing all details
|
Employees evaluate
their performance by defending one or multiple strengths
and distinguishing one or multiple weaknesses, summarizing
their discriminating thought process and describing
all details surrounding their judgment
|
____
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