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Two Work Situations

Let’s look at two work situations and various ways you could provide critical feedback. You identify which one is most effective and utilizes the DASR script.

SITUATION #1

You are a sales manager in a noncommissioned retail store, and you have two clerks who talk more to each other than to the customers. You say to them:

Feedback A: “Ladies, I’d appreciate it if you would pay a bit more attention to the customers.”
Feedback B: “Joan and Marcy, I’m concerned that your customers are feeling ignored because you are talking to each other rather than to them. I’d prefer that you talk with the customer during the sales transaction. I feel confident that talking with the customers will help to build the store’s excellent reputation, and I’m confident that I’ll be able to rely on the two of you to lead the way since you are two of my very best salespeople.”
Feedback C: “Joan and Marcy, I’m going to have to write the two of you up if you continue to ignore the customers.”




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