May 24, 2012

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Training for New Managers – What Managers Need First to Be Effective in the Management Role

June 20, 2011 By 1 Comment

The Secret To Giving Negative Performance Feedback
By Kate Tammemagi

Training for New Managers – What Managers Need First to Be Effective in the Management Role
Training new Managers is essential to the effectiveness of any organisation. It is amazing that many organisations put time, effort and money into training their staff, but leave their new Managers to find their own way in the world. It makes even less sense when you appreciate that the staff will only achieve results if they are led by a Manager who is effective in their role.
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Filed Under: New Team Leader Tagged With: , , , , , , , , ,

The Manager’s Guide to Active Listening

June 22, 2010 By 1 Comment

The Manager's Guide to Active Listening

Probably the most valuable thing you can do for your agents, your customers, your fellow workers, and yourself is to learn to be a good listener. It is an uncommon and valuable skill in any situation, but the ability and willingness to be a good listener are extraordinarily valuable for anyone in a management position. Determining how to listen actively and carefully can radically influence your relationships, your efficiency, and your effectiveness as a leader.

Following are some suggestions for helping you to become a better listener.

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Filed Under: Call Center Management Tagged With: , , , , , , , , ,

How to Make Employee Management Training Work

May 11, 2010 By 1 Comment

It is vitally important for you to have leaders that are able to lead their teams to achieve organizational goals. As people move into leadership positions, they often lack the necessary skills, attitudes, and habits that their new position demands.

Therefore, almost all organizations, big and small, invest in some form of leadership skills training and development for their people. However, why do the same ineffective behaviors that were exhibited before the training continue to show up?

Too often, even in the best designed training programs the learning that takes place in the classroom is not transferred back into the organization in the form of changed behaviors or improved results. It seems like there is a gap between the training conducted in the classroom, to the actual day to day, on the court implementation of the new skills learned in the training.

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Filed Under: Call Center Management, Call Center Training Tagged With: , , , , , , , , ,

Motivation – 7 Steps For Coaching Difficult Employees

April 11, 2010 By 1 Comment

Management comes with many challenges that can test the most seasoned business professional. One of the most difficult and frustrating challenges for any manager, however, is working with difficult employees. Working with difficult employees is an emotional tug-of-war experience that is stressful for the manager and employee alike.

Often, by the time the manager is able to rectify the situation through voluntary or involuntary termination of the employee, the damage to office morale and overall productivity is great. The good news is that managers do have an alternative they can use to get a better result from their difficult employees.

By following a 7 step, coaching model, managers can build an effective working relationship with their difficult employees and motivate them to improve their performance. The goal of this model is to return the employee to productivity–not punish the employee or begin dismissal procedures. It is not disciplinary. A “how-to discussion” on each of the 7 steps of this coaching model follows:

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Filed Under: Coaching and Feedback Tagged With: , , , , , , , , ,