Ten 360-Degree Questions with Annotations (Call Center)

We have come to the realization that there is an intensive competition in the business world and for that reason; the use of 360-degree feedback has grown. The multi-rater system gives an in-depth analysis of employee behaviors and performance. It provides a rounded evaluation of the performance and behavior, and offers valuable awareness, while presenting areas to improve on(Ward, 2007). Furthermore, this kind of assessment will help us assess the leadership attributes and how low-level employees perceive leaders in our organization. Thus, 360-degree feedback is more efficient in forging growth and development within the organization (Fleenor, Taylor & Chappelow, 2008). Therefore, as the Human Resource Department, we are introducing this evaluation method. There is a total of ten questions which can be included in our company's new 360-Degree process. Providing feedback to these questions will help us make recommendations to improve performance and behavior. The questions are directed to all the employees within the organization.

How does your supervisors help build a relationship between you and him/her? This question will help evaluate the existing relationship between the employees and the supervisors in our organization. As a call center, we need to emphasize how establishing a good relationship between the employees and their supervisors can support improvement in job satisfaction. Of the five practices, the question is a well fit for the Model the Way and Challenges the Process. For that reason, I strongly believe it fits our model, because a good relationship will help reduce employee turnover.

How many times, in the past, has your supervisor gone out of their way to advise you or any other colleague? Please give two or three instances. This question helps assess the performance of the supervisors. The supervisors are the link between top management and the employees, therefore, should provide effective leadership towards improving the overall performance. Of the five practices, this question enables Others to Act, and I think it will enhance performance.

Describe any instance when your supervisor failed in one way or another. Did the supervisors subsequent actions indicate that he/she learned from that experience? Explain. This question evaluates the degree of how well supervisors learn from previous experiences and perform better in the organization. This helps inspire the employees towards achieving organization goals. The question is more attuned to Model the Way, since they create standards based on their experiences.

How well does your supervisor allow freedom at the workplace to incorporate new ideas from the employees? This question assesses the leadership attributes among the supervisors in the organization. With the vibrant nature of the business environment, there is a need to incorporate innovative ideas in order to meet the clients needs. Of the five practices, this question is well fit for the model since it Challenges the Process. Leaders need to seek opportunities in an organization to change the status quo.

How much interest does your close colleague show for their growth and development within our organization? Please explain and give examples. Call center agents register the highest turnover rate in organizations today. This question, therefore, seeks to assess their level of satisfaction. Of the five practices, the question is a great fit for the model since it Encourages the Heart. For this reason, I believe there will be higher job satisfaction after the 360-degree feedback evaluation.

How effective is your supervisor at solving problems related to employee complaints? This question assesses the leadership skills and the performance of the supervisors. There is a need to establish effective leadership to help achieve the goals of the organization. Of the five practices, the question Inspires a Shared Vision of achieving the overall objective to make a difference (Posner & Brodsky, 1994).

To what extent has the supervisor created a spirit of community when his team was successful with a project? Employees are happier when they feel like they belong to cause worth believing in. This question will evaluate leaderships ability to Inspire a Shared Vision and Encourage the Heart.

In addition to his/her strengths as a communicator, what areas of improvement should he/she focus on, to improve communications with the employees? A communication gap will always hinder the execution of the leadership to employee connection. This question will assess the strength of the connection, and is a prime fit for Others to Act.

How effectively is the supervisor in understanding a situation first rather than arguing? This question will help determine if a leader excels in fixing problems, or dwells on them. This fits the Model the Way philosophy.

In terms of integrity and ethical standards, I would rate my supervisor as (And please explain your answer.) This question assesses the leadership skills, and the performance of the supervisor. Of the five practices, this question Models the Way to ensuring improved performance.

We recommend that the organization utilize this system and replace its outdated traditional appraisal system with this new positive trend evaluation process. This will bring better performance, and increased service delivery to the entire organization.

Best Regards,

Reginald Scott Hawkins

Assistant Human Resource Manager

Qualitative Questions

How effective is your supervisor in enhancing an environment of open communication among the employees?

According to the new career models, the leadership need to be in such a way that there is an open work environment where each employee can express their views freely without fear of being ridiculed (Briscoe et al, 2006). Enabling others to act is one among the five practices of exemplary leadership mentioned by Kouzes and Posner (2013).This, in turn, helps in empowering the employees. Hence this question assesses whether the supervisor helps in building such an environment.

Give some examples of instances in which he has gone out of ways efforts to develop trust in relationships

This question assesses the ability of relationship building by the leaders. Developing trust in relationships helps in "increasing the connections with the people you work with" as suggested by Kouzes and Posner (2013) as a practice of exemplary leadership.

To what extent does your supervisor help to motivate you as an employee during stressful situations?

Leaders need to encourage their followers for their development, as mentioned in Hart and Waisman (2004). They are supposed to be self confident and through self confidence they can motivate employees, as mentioned in Homers Odyssey "Hubris-A word that all leaders must learn". Employee motivation in turn enhances job satisfaction and organizational commitment particularly during stressful situations. The importance of motives is discussed in influencing the behavior of persons is discussed in the "Rites of Passage p26. This question evaluates the performance of supervisor in terms of employee motivation.

In the past year, how could your supervisor have acted in a different manner to give you better support?

One of the main leadership qualities is to show empathy and consideration to the employees during times of need for support (Hart and Waisman, 2004).Hence this question evaluates whether the supervisor practices these qualities and how the employees think their supervisors can improve on these practices.

During team meetings, how well does the leader encourage staff to be innovative? Give some examples.

This question evaluates the performance of the leaders in terms of fostering an innovative environment in an organization. The career models at present are based on innovation and without innovative ideas no organization can sustain in the present century (Hart and Waisman, 2004;Rodrigues and Guest, 2010).Challenge the process through becoming Open to innovative ideas is discussed as a practice of exemplary leadership by Kouzes and Posner (2013).

Discuss any three reasons for recommending or not recommending your friends to work under your supervisor as an employee if there are openings under him

This question evaluates the overall performance of the supervisor and the satisfaction of employees in his leadership skills.

How will you rate your supervisor in terms of providing constructive feedback in a timely manner to you? Explain your answer.

Constructive and timely feedback helps in the personnel development of employees and helps them to accomplish tasks with good quality and in a timely manner (Hart and Waisman, 2004). Given this, this question evaluates whether supervisor helps the employee in accomplishing his task efficiently and in a timely manner.

Suggest the areas for improving the ability of your supervisor to influence and persuade others

Different leadership styles are discussed in Hart and Waisman, (2004) for influencing employees. This question assesses whether there is any change required in terms of the leadership style of the supervisor.

Quantitative Questions

Sets out a personal example of what he/she expects from others

Seeks out challenging opportunities that tests his/her own skills and abilities

Praises people for a job well done

Challenges people to try out new and innovative ways to do their work

How realistic deadlines, tasks and standards he/ she sets for others? (This would be a likert scale ranging from Not at all to Extremely on a numerical scale)

He/ she creates a positive learning environment

He/ she notices when other employees need support

Builds consensus among a common set of values for running our organization.

References

Briscoe, J.P., Hall, D.T. and DeMuth, R.L.F. (2006).Protean and Boundary less Careers: An Empirical Exploration. Journal of Vocational Behaviour, 69, 30-34

Fleenor, J. W., Taylor, S., & Chappelow, C. (2008). Leveraging the Impact of 360-degree Feedback. Hoboken, John Wiley & Sons. http://www.123library.org/book_details/?id=8005.

Gennep A V( 1960 ): The Rites of Passage, Chicago: Chicago University Press.

Hart LB and Waisman CS( 2004): The Leadership Training Activity Book, New York: American Management Association.

Homer( 1996): The Odyssey. Trans. by Robert Fagles. Introduction by Bernard Knox. United States of America: Penguin Books

Kouzes JM and Posner BZ(2013): Leadership Practices Inventory, San Francisco: Pfeiffer.

Posner, B.Z. & Brodsky, B. (1994). Leadership practices of effective student leaders: Gender makes no difference. NASPA Journal, 31(2), pp.113-120.

Rodrigues, R.A. and Guest, D. (2010). Have careers become boundaryless? Human Relations, 63, 11571175.

Ward, P. (2007). 360-degree feedback. London, Institute of Personnel and Development.