CUSTOMER SERVICE: ONE BAD APPLE by Jack Burke Unhappy employees result in unhappy clients. Every so often we all experience some degree of in...

According to Dr. Rollin Glaser, a specific formula can be followed to improve employee performance. It affects five basic areas:
Goal setting
Delegating
Training and development
Coaching and counseling
Performance appraisal interviewing
Having litigated performance issues for the past 15 years, I can tell you that Glaser is right on the money. Let me touch on what he has to say about each of these subjects.