Learning Center
Plans & pricing Sign in
Sign Out

Four Keys to Developing Effective Goals


									Four Keys to Developing Effective Goals

              For More Information Contact:
            Impact Learning Systems International
                       P.O. Box 14110
                 San Luis Obispo, CA 93406

                   Toll Free: 800.545.9003
                    Voice: 805.781.3283
                     Fax: 805.545.9075

 Four Keys to Developing Effective Goals
     Goals are what inspire us to go beyond—to transcend previous accomplishments and to feel the
     satisfaction of continuous improvement, whether personal or professional. In order for a goal to be
     effective and realistic, however, it must be more than just a wish or a hopeful intention. This article
     will help you to develop goals that meet four key criteria. Additional tips for helping you and your
     employees to consistently meet goals can be found in Managing & Motivating Contact Center
     Employees (McGraw-Hill, December 2002), authored by the Impact Learning Systems team.

          The first key to a well-written goal is that it should be specific and measurable. That means
           that it should answer three important questions:

                 1. What will be improved?

                 2. By how much or how many?

                 3. By when?

             For example, let’s say you develop a goal to “get my paperwork in on time.” The intention is
             clear, but how will you know if you’ve accomplished your goal? And how much of an
             improvement will you make over what you’re currently doing? A better way to write this
             goal would be to make it specific and measurable:

                 I’ll catch up on all outstanding paperwork by this Friday. From then on, I’ll turn in my
                 reports and department time sheets by the specified deadline.

          The second key criterion for goals is that they should be positive. Notice the difference
           between the following two goals:

                 Goal #1:     I won’t keep procrastinating on the monitoring form rewrite.

                 Goal #2:     I will finish the revision of the monitoring form by June 12.

             The second goal is more powerful because it says what will happen rather than what will
             not. The first example calls to mind the failure of not getting things done on time. The
             second example is more motivating because it helps a person to visualize a successful

 © 2010 Impact Learning Systems International                                  1
         The third key is to create goals that are directed towards results rather than attempts.
          Notice the difference between the following two examples:

                Goal #1:     We’ll mention the warranty to all customers.

                Goal #2:     Our team will increase the number of warranties sold by five percent.

            In the first example, there’s a danger of obtaining a false sense of success; If you mention
            the warranty to all customers but nobody buys it, will you really feel you’ve succeeded with
            the intention behind the goal? The second example, however, is aimed at a specific result—
            an increase in warranties purchased by customers.

         Finally, goals should have a reasonable chance of being obtained. To ensure this, start with
          small improvements. Note how much more reasonable the second of the following two
          examples is.

                Goal #1:     I’ll decrease turnover rate for my team by 80 percent this quarter.

                Goal #2:     I’ll decrease the turnover rate for my team by 20 percent over the next six

            In order to maintain your motivation to continually set and reach goals, it’s important to
            keep them obtainable. If they’re too lofty or unrealistic, you may eventually become
            discouraged and disinterested. Remember, you can always set new goals once you’ve
            reached your original ones.

For More Information
               Learn more about Customer Service Training on our Customer Service Blog. Remember
                to subscribe to it via RSS or email so you’ll remain informed.
               Order a copy of our 296-page book, Managing & Motivating Contact Center Employees
                for even more tips improving morale and motivation.
               Stay up to date with our free monthly newsletter which brings you articles on current
                call center topics and upcoming events.

© 2010 Impact Learning Systems International                                2

To top