Improving Employee Performance in Everyday Work Situations & Reviews
Many supervisors and managers dislike giving employees needed feedback about surfing the internet, not following procedures correctly, criticizing other employees, or delivering poor customer service because they fear they'll become defensive.

Or that the result will be another unproductive and emotionally-draining argument. So they delay giving feedback, allowing costly work behaviors to continue.

This webinar demonstrates step-by-step how to give employees feedback in order to gain their cooperation to improve performance. It also delivers two skills to resolve employee defensiveness if it occurs, and the issues that are often behind it. Plus, it also trains how to give positive feedback effectively, something most managers don’t do. These skills are also highly beneficial during performance evaluations. Lastly, this live webinar will demonstrate skills using actual workplace situations; learning guide and skill reinforcement cards provided.

Covered Topics

  • How to give employees feedback the way they want it to be given
  • Greatly reduce the likelihood of employee defensiveness
  • What to say and how to say it, including words and phrases, body language, etc.
  • Gain employee cooperation to improve performance
  • Two skills to successfully resolve employee defensiveness
  • Identify employee concerns about what you’re asking them to do
  • Confirming agreement
  • Giving positive feedback employees will believe and act on
  • Highly skill-based, not a lecture


This informative session will be beneficial for branch managers, assistant branch managers, teller operations supervisors, head tellers, and any person responsible for the performance of her or his direct reports.


Ross Blake is a senior level trainer with 25 years of experience in designing and delivering training in conflict resolution, team building, performance feedback, meeting facilitation, and other communication skills.

His clients include several Fortune 500 companies as well as banks, manufacturing, service, military, and educational institutions. It’s important to Ross that his participants learn skills so they can make positive changes in their banks and credit unions. He has spoken at industry conferences, including ABA, and before other business and training groups.

He is the author of How to Give Employees Performance Feedback & Resolve Resistance, and is a graduate of Ohio University.

Credit Information

Institute of Certified Bankers: Visit http://www.icbmembers.org/login.aspx for instructions regarding self-reporting. Estimated credits: 2.5 CE Credits


Live Webinar which includes 7 Day On-Demand  - $265
Six Month On-Demand – $295
Live plus Six Month On-Demand – $365
CD-ROM (Includes Six Month On-Demand) – $325
Premier (Includes all options) – $395
Additional Locations – $75                        


Online: Click here.

Phone: Call Total Training Solutions at (800) 831-0678

Register online up to day of event. Earlier registration allows time to check your computer for an optimal experience.