3.

(The Goal Setting Theory)

(Locke) (Latham)

achieved)

(A Goal is a desirable objective to be

(Goal Setting)

1.

2.

( Goal characteristics)
1.

(Goal Difficulty)

2. (Goal Specificity)

3. (Goal Acceptance)

4.
(Goal Commitment)

1.Specific

2. Measurable

3. Acheivable

4. Relevant

5. Time-framed

6. Exciting

7. Reviewed

SMARTER


(Performance) 3

(Goal directed effort)

(Organizational support)

(Individual Abilities and
traits)

(Satisfaction)

Balanced Scorecard (BSC)

Balanced Scorecard


Key Performance Indicators (KPI)
()

Balanced Scorecard

Balanced Scorecard

Feedback Through Strengths-Based Coaching

40 Peter Ducker

Sources of Feedback
1. Nonsocial Feedback

Contact Center


2. Social Feedback

Multisource (360-Degree) Feedback

Multisource

feedback
Choosing Feedback sources

Nonsocial Sources Social Sources

Nonsocial Sources

Social Sources

1. (Assign specific goals)

2.
(Assign difficult but acceptable performance goals)

3.

(Provide feedback concerning goal attainment)