How good are you at giving feedback. Watch the supervisors giving feedback to cleaners in this resource. You will learn language that you can give to evaluate performance.

Tasks

Task 1 - understanding feedback

Task 2 - ordering

Task 3 - feedback procedure

Transcript

Clip 1

Anna:           Hi Rene, do you have time to speak to me about how you are getting on?

Rene:           Yes, that’s fine, I have time now.

Anna:           OK, take a seat, thank you. Ok, so you’ve been here for two weeks now and a lot of your work is excellent.

Rene:           Thank you.

Anna:           Your timekeeping is excellent; you're never late for work and you've learnt very quickly how to do the job.                       

Rene:           Thanks

Anna:            A lot of your work is very thorough, but there are one or two things that you need to be careful with.

Rene:           Yes?

Anna:           We’ve had some complaints you've thrown away some paperwork on people's desks they've complained that they left notes for you, but you've ignored them. It's really  important and the client will get unhappy if documents get lost. Have you seen any notes?

Rene:           I think so, but I didn’t understand.

Anna:           Ok, no problem,  if you see a note that you don’t understand, then you need to show it to somebody and find out what it means. Is that clear?

Rene:           Yes, I will find someone to help me.

Anna:           OK, I’m going to speak to the client again next week, but if I get any more complaints about this then we need to have another conversation. Do you understand?

Rene:           Yes, that’s OK.

Anna:           OK, I mean most of your work is fine, but we do need to be careful with client’s documents. Ok thank you for your time.

Clip 2

Anna:           Hi Rene, I wanted to talk to you quickly about your work do you have time now?

Rene:           Yes, that’s OK...

Anna:           Ah, Excellent, you’ve been here a month now and some of your work is very good.

Rene:           Thank you.

Anna:           Your timekeeping is excellent; you’re never late for work and yes... you follow all the health and safety rules and most of your cleaning is very good.

Rene:           Thanks

Anna:           There's just one problem though

Rene:           Yes?

Anna:           Yeah, I’ve had a couple of complaints about the desks, some of them aren't cleaned thoroughly enough; there's a lot of dust. It’s very important that you follow our service standards. We need to keep the clients happy. Do you remember the standards?

Rene:           Erm, I’m not sure

Anna:           No problem, erm tomorrow I will show you everything you need to know to clean the desks and what the standards are.

Rene:           Thank you

Anna:           Then, I'm going to check your work everyday when you've finished. If it doesn’t get better then I’m going to have to give you a written warning. It is really important that we don’t get any more complaints. Is that OK?

Rene:           Yes, that’s OK.

Anna:           Good. Your timekeeping and most of your cleaning is great; so we just need to be careful with this thing. Is that Ok?

Rene:           Thats' OK

Anna:           Thanks for your time.

 

Clip 3

Phil:             Hi Rene, I just wanted to talk about your work quickly and see how you are getting on, is that OK?

Rene:           That's OK, I have time now

Phil:             Ok, well you’ve been here two months now and a lot of your work is great. You've learnt quickly how to do the job, your cleaning is very thorough and the client is very happy with this. You always follow the health and safety rules, which is really important

Rene:           Thank you

Phil:             That’s all good, however there is something you need to be careful with.

Rene:           Yes?

Phil:             Remember that you need to finish the second-floor offices by 8.30. I’ve had                                 complaints that you are interrupting people who are working there after that time. This is really important; we need to make sure that the customers’ staff can do their job without being interrupted.

                     Do you usually clean the second floor offices first?

Rene:           No, I usually start on the first floor.

Phil:             OK, you can leave that one until a bit later, but the second floor needs to be finished by 8.30 every day. I’m going to speak to the client again next week. If I hear any more complaints about this, then we will have to meet again, is that OK?

Rene:           OK

Phil:             Thanks. The rest of your work is really good, but we need to work with the client.

Rene:           Ok, I'll make sure I start with the second floor.

Phil:             Ok, that's great, that's all - thank you for your time

 

Clip 4          

Phil:             Hi Susana, I just want to talk about your work quickly and see how you are getting on, is that OK?

Susana:      Yes, that’s fine, I have time now.

Phil:              Excellent, Ok, you’ve been here two weeks now and a lot of your work is excellent.

Susana:      Thank you.

Phil:             Your timekeeping is excellent; you’re never late for work. You have learnt quickly how to do the job and your cleaning is very thorough. The client is very happy.

Susana:      Yes, now it’s easier than when I started.

Phil:             That’s good, however there is something you need to be careful with.

Susana:      Yes?

Phil:              I’ve had some complaints that you don’t always put out the yellow warning signs, when you are mopping floors. This is a really important safety issue, it’s the law. If someone had an accident we could get taken to court. Do you know where the signs are kept?

Susana:      No, I haven’t been shown where they are.

Phil:             Ok, we keep them in the storage cupboards on every floor. You have to put them up every time you use a mop. Do you understand?

Susana:      Yes, when I use the mop.

Phil:             Ok, for the next two weeks, I will check that you put the signs up every day. If you don’t then we’ll have to speak again. This is really important. Is that OK?

Susana:      Yes, that’s OK. I will use the signs now.

Phil:             Great. Everything else that you are doing is excellent, but we need to be very careful with health and safety. Ok, that’s all, thanks for your time.

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