Wednesday, August 30, 2017
How To Balance Policies And Guidelines To Prompt Different Levels Of Employee Engagement
POLICY:
A mandatory, definite course or method of action that all must follow.
e.g. “Respond to all customer inquiries within 24 hours.”
GUIDELINE:
A preferred course or method of action that all should generally follow.
e.g. “Try to get back to all customers within 24 hours.”
MINDSET:
A way of thinking about actions.
e.g. “Think customers first and pull in the people you need to answer customer inquiries right the first time as fast you can.”
FRAMEWORK:
A basic supporting part or structure upon which to build or act.
e.g. “BRAVE
1. Behaviors to respond to customer's request
2. Relationships strengthened with customers