Documenting Conversations and Incidents
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Questions and Answers

What is the primary purpose of documenting conversations or gathering statements from your Team?

  • To evaluate the Agent's performance
  • To create a record of Team meetings
  • To provide feedback to the Team members
  • To gather facts and eye-witness accounts of various situations (correct)

    • What should you focus on when providing performance documentation?

  • The behavior, not the person (correct)
  • The Team's overall performance
  • The Team member's personality
  • The Agent's skills

    • Why should you avoid inflammatory statements in performance documentation?

  • They are not relevant to the situation
  • They are subjective and not constructive (correct)
  • They are not professional
  • They are not concise

    • What should you do when writing a statement about a Team member's performance?

    <p>Positively reaffirm confidence in the Employee's capabilities</p> Signup and view all the answers

    What should you consider when thinking about what to write in performance documentation?

    <p>What actually happened</p> Signup and view all the answers

    Why should you be concise when writing performance documentation?

    <p>To avoid unnecessary information</p> Signup and view all the answers

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