Recently I received this e-mail from a person who attended a presentation I gave at a conference. (Name’s changed, of course…)

Dear Leslie O’Flahavan,

My name is Adam Lydell, and I work as a manager for ABC Roofing Supply Corp. I have a team of people who respond to inquiries and leads that come in from our website. I was wondering if you had any tips on how to approach one person on my team about his writing ability without seeming insulting or condescending. This person really needs to improve his writing skills, but he lacks confidence already, and he’s kind of defensive too. I’ve already received a negative response from him when I coached him in the past, so I have reservations about raising the issue though he does need help.

Thank you for your time.

Adam

Dear Simon,

Thanks for contacting me and for your question about how to approach CSRs about their writing ability without seeming insulting.  The very fact that you are asking this question indicates your sensitivity, as does the fact that you’ve never received a negative response. 

Here are a few principles for giving feedback on writing:

1. Let CSRs know in advance when they will be receiving feedback on their writing.  Never surprise them with feedback.
2. Balance criticism with praise.  Offer lots of feedback on what they are doing right in their writing.  Adults need to know what to continue doing more than they need to know what to stop doing.
3. Offer examples of excellent writing.  Don’t just tell them they need to improve their writing; show them concrete examples of how they should be writing.

I’d be glad to discuss this issue with you in greater detail.  If you’ll send me your phone number, I’ll give you a call.  I hope to speak with you soon –

Leslie