Challenging appraisal interviews - Encouraging employees to act in a customer-oriented way

Herausfordernde Mitarbeitergespräche – Mitarbeitende im kundenorientierten Handeln fördern
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Basics of leadership


Total time 70 minutes

In order to master challenging staff meetings with confidence, it is important to develop a solution-oriented attitude. In this e⁠-⁠training, managers learn how to accept critical feedback, defuse explosive conversations and keep a cool head even in heated situations. They also learn how to adequately manage consternation and objections from their staff.


Target group

  • Managers in the distribution of insurance products

Learning objectives

  • Develop a goal-oriented attitude towards difficult staff appraisals in order to be able to discuss (repeated) misconduct of employees in a benevolent manner and in the interest of the clientele.

  • Be able to manage your own emotions and keep a cool head so that the appraisal interview is appreciative and goal-oriented

  • Being able to give and accept critical feedback and thus continuously develop as a whole team for the customers


Asserting yourself
Managing stress
Taking on responsibility
Acting fairly and with integrity
Analyzing problems

Authoring tool



Transfer tasks
Knowledge Check
Animated illustrative videos
Interactive elements
Enacted scenes
Key messages
Moderated video lectures
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