Ten 360-Degree Questions With Annotations in Call Centres - Paper Example

We have come to the realization that there is an intensive competition in the business world and for that reason; the use of 360-degree feedback has grown. The multi-rater system gives an in-depth analysis of the employee behaviors and performance. It provides a rounded evaluation of the performance and behavior and offers valuable awareness while presenting areas to improve on(Ward, 2007). Furthermore, this kind of assessment will help us assess the leadership attribute and how the low-level employees perceive leaders in our organization. Thus, 360-degree feedback is more efficient in forging growth and development in the organization (Fleenor, Taylor & Chappelow, 2008). Therefore, as the human resource department, we are introducing this evaluation method. There are a total of ten questions which can be included in our company's new 360-Degree process. Providing feedback to these questions will help us make recommendations to improve performance and behavior. The questions are directed to all the employees in the organization.

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How does the supervisors help build a relationship between you and him/her? This question help evaluates the existing relationship between the employees and the supervisors in our organization. As a call center, we need to emphasize on establishing a good relationship between the employees and the supervisors and help improve on job satisfaction. Of the five practices, the question is a well fit for the model and challenges the model. For that reason, I strongly believe it fits the Model because a good relationship will help reduce employee turnover.

How many times in the past has your supervisor gone out of the way to advise you or any other colleague? Please give two or three instances. This question helps assess the performance of the supervisors. The supervisors are the link between the top management and the employees and therefore should provide effective leadership towards improving the overall performance. Of the five practices, the question enables others to act, and I think it will enhance performance.

Describe any instance when your supervisor failed in one way or another. Did the supervisors subsequent actions indicate that he/she learned from experience? Explain. The question assesses the degree of how the supervisors learn from previous experiences and perform better in the organization. This helps inspire the employees towards achieving the set organization goals. The question is more attuned to Model the Way since they create standards based on their experiences.

How does your supervisor allow freedom at the workplace to incorporate new ideas from the employees? This question assesses the leadership attributes among the supervisors in the organization. With the vibrant nature of the business environment, there is a need to incorporate new ideas in order to meet the clients needs. Of the five practices, the question is well fit for the model since it Challenges the Process. Leaders need to seek for opportunities in an organization to change status quo.

How much interest does your close colleague show for their growth and development within our organization? Please explain and give examples. Call center agent registers the highest turnover rate in various organizations. This question, therefore, seeks to assess the level of satisfaction. Of the five practices, the question is a well fit for the model since it Encourages the Heart. For this reason, I believe there will be higher job satisfaction after the 360-degree feedback.

How effective is your supervisor at solving problems related to the employee complains? The questions assess the leadership skills and the performance of the supervisors. There is a need to establish effective leadership to help achieve the goals of the organization. Of the five practices, the question inspires a shared vision of achieving the overall objective to make a difference (Posner & Brodsky, 1994).

To what extent has the supervisor created a spirit of community when his team was successful with a project?

In addition to his/her strengths as a communicator, what areas of improvement should he/she focus on, to improve communications with the employees?

How effectively is the supervisor in understanding a situation first rather than arguing?

In terms of integrity and ethical standards, I would rate my supervisor as (And please explain your answer.) The questions assess the leadership skills and the performance of the supervisor. Of the five practices, the question model the way to ensuring improved performance.

We recommend that the organization uses this system and replaces it with the traditional appraisal system. This will allow better performance and the increased service delivery in the organization.

References

Fleenor, J. W., Taylor, S., & Chappelow, C. (2008). Leveraging the Impact of 360-degree Feedback. Hoboken, John Wiley & Sons. http://www.123library.org/book_details/?id=8005.

Posner, B.Z. & Brodsky, B. (1994). Leadership practices of effective student leaders: Gender makes no difference. NASPA Journal, 31(2), pp.113-120.

Ward, P. (2007). 360-degree feedback. London, Institute of Personnel and Development.