Chapter 43. Pass It On: Delegation

Good customer service sometimes means we need to rely on the expertise of others or to get help with the workload. Some examples of when to delegate include when a client is transitioned into a customer service support role or when someone else needs to follow up on a customer complaint. No matter why we have to do it, delegating requires us to use a flexible yet structured approach.

Directions: Take the following survey to find out how good of a delegator you are currently, while taking note of the ways in which you can improve for the future.

 

YES

NO

  1. Do you believe that others can do a job as well as you can?

    Know that different doesn’t necessarily mean better or worse.

______

______

  1. Do you trust your coworkers to handle job assignments?

    Trust the ability of others to do the work.

______

______

  1. Do you avoid being a perfectionist?

    Establish a standard and a time frame for reaching it.

______

______

  1. Do you give job instructions effectively?

    Give enough information to complete the job successfully.

______

______

  1. Do you enjoy managing work rather than just doing it?

    Know your true interests in doing versus managing.

______

______

  1. Do you believe that making mistakes is part of learning?

    Encourage staff to accept assignments by viewing their mistakes as learning experiences.

______

______

  1. Do you follow up with people after delegating?

    Build in checkpoints to identify potential problems.

______

______

  1. Do you avoid crisis management?

    Allow time for planning or prioritizing.

______

______

  1. When delegating, do you leave the person alone to do the work?

    Ask questions, expect answers, and assist but don’t take over.

______

______

  1. Do you provide support through feedback and actions?

    Provide resources and communicate expectations.

______

______

Areas for Improvement

_____________________________________

_____________________________________

_____________________________________

_____________________________________

To the Facilitator

After the questionnaires have been completed, form small groups to discuss some of the improvement areas that were identified by individuals. Conduct a large group discussion regarding specific actions that can be taken in the work environment to facilitate employees’ ability to delegate.

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