Coaching Term Of the Week: Rating Question
Rating Question – Rating questions are used to get an employee to upfront about his or her view of their performance. Rating questions have the added convenience of categorizing performance into either a knowledge, skill, or behavior based function. Knowing how your employees rate themselves will help you to discover any major performance gap issues.
For example: if an employee rates themselves at 9 out of 10 for customer service but you rate them at a 4 out of 10, there is a very clear gap between where your employee feels his or her performance is and where you would like to see his or her performance. In cases like this there is a miscommunication or discrepancy in expectations that would have otherwise gone undetected. It is very hard to fix an issue you and/or employee is not aware of.
Below is an example of a skill based rating question, knowledge based rating question and a behavioral based rating question.
Skill Based Example: “On a scale of 1 tom 1o with 10 being outstanding and 1 being terrible how you would rate your ability to close customers from a skill perspective”
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If they answer below 5 simply ask “Why” If they answer above 5 ask “what do you feel you need to work on to move toward a 9 or 10”
Knowledge Based Example: “On a scale of 1 to 10 with 10 being outstanding and 1 being terrible how would you rate your ability to teach customers our new product”
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If they answer above 5 ask “what do you feel you need to work on to move toward a 9 or 10”
Behavioral Based Example: “On a scale of 1 tom 1o with 10 being no fear and 1 being fearful how you would rate your fear to close customers from a skill perspective”
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If they answer above 5 ask “what do you feel you need to work on to move toward a 9 or 10”
Note: If an employee really thinks they are at a level of 9 or 10 and you know they are not here are some questions to ask to further attempt to have them see reality:
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“What do you base that on?”
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“Based on your response would it be safe to assume 100 % success will be achieved (this really ins them down on validating their responses)
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