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Help desk people are highly motivated and require challenging work. One factor motivates these people more than anything else... feedback.  Based on 20 years of their research, the team of Robert Zawacki and Laura Zawacki show how feedback affects our motivation, productivity, and self concept.  And they present a step-by-step process for giving meaningful feedback to help desk people.

Table of Contents

1. How feedback helps motivate people
   • Feedback and the motivating potential score
   • The importance of feedback
2. How feedback affects our motivation, productivity, and self concept
   • Feedback and self concept example
   • How defense mechanisms help preserve our self concept
3. How to give meaningful feedback
   • Steps in the feedback process
   • Guidelines for conducting feedback and counseling sessions
4. The feedback process: Rewarding and challenges

Appendix 1 - The feedback checklist