CC Expo is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 504: How to Coach the Underperformer

Glenn Cruz  (IT Manager, UC Berkeley)

Location: Grand Ballroom 113

Date: Thursday, May 19

Time: 11:35 am - 12:35 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Maximizing People, Culture, and Performance

Session Type: Session

Vault Recording: TBD

Audience Level: Fundamental

Imagine yourself back in school. You don't know the answer to a math problem, but maybe you're too ashamed or embarrassed to ask for help. Maybe you're too stubborn to ask. Maybe your pride gets in the way. Now think about that problem employee you're struggling with. Are they underperforming because they feel the fear of failure, judgment, or change?

When you were promoted to management, were you offered training in dealing with underperformers by your leadership? Like most of us, you probably weren't, but that doesn't mean it's not crucial to know how to deal with underperforming employees. Grab your lunch and join Glenn Cruz to learn why employees underperform and how you can help them improve. Walk away with strategies and tactics for understanding your employees in new ways, breaking down the wall of fear, and building trust by celebrating success.

Takeaway