What's new this week at Call Center Cafe` May 16th
May 16, 2008
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With so many new articles and features, it might be hard to keep up with all the great articles on Call Center Cafe. We thought we would make it a little easier on you.
Enjoy!
The Call Center Cafe` Staff
What Every Supervisor Should Know To Succeed - Set the Example
Did you get a chance to read this post on what a supervisor needs? Shaun Kieran shares with reader that you may not need to be perfect but you should know how to handle yourself at work. Interesting thoughts.
Have You Had Your Laugh Today?
Jody Urquhart strikes again with another of her articles on bringing fun into the workplace. Did you realize that a two-minute belly laugh is equal to 10 minutes on a rowing machine in terms of boosting your heart rate? Have fun this one!
How to Manage Attrition Levels
Julie Mcvey writes about a subject near and dear to many of us- attrition.
One of the biggest costs for most employers in today’s market place is recruitment of quality staff. In order to reduce this cost every organization should have in place ‘staff retention action plans’.
Motivation - 7 Tips To Keep Your Motivation Fire Burning!
Motivation is an essential part of everything we do … it governs whether or not we will successfully achieve our goals and dreams throughout life.
Martin Haworth wrote this piece a awhile back to talk about how to manage in a crisis. I found his 3 priorities to be spot on. Take a few moments to read Martin's message and let us know what you think through the comments section just below the article.
How to tell if HR hired the wrong person
A little call center humor by Gail. She pokes a stick toward training attrition. Hope this one brings a chuckle or two.
Feedback is a Gift
May 16, 2008
Martin Haworth
Feedback is a gift - when done properly.
The very word strikes fear into the hearts of millions of workers every day, because the only time they get feedback is when it is delivered by a manager who wants to criticize - yet put a bit of positive spin on it.
Ever been there.
I know I have and it sets off that internal groan, because you know just what's coming.
Feedback is a gift - remember that at the start of this piece?
It can be a gift where used constructively, consistently and with goodwill.
It is available to all of us, all the time, whether we are a manager or an employee with a manager.
It is available two-way and when used that way is a valuable tool for developing everyone in your organization, department or team, however big you are, however small.
In fact personal self-feedback can be the 'holy grail' of development, where we get to be thoroughly honest with ourselves about how we are doing (and accepting self-praise when it goes well).
Back to others - how do we get feedback to work so that people really embrace it rather than run away from it?
Here are ten little tips to help you get the best from Feedback:-
- Be Consistent!
Be consistent and give regularly - be a model for others to observe and then do themselves. - Receive Feedback Yourself
By personally asking for and receiving feedback you will receive much more you can use positively than to your detriment. - Value the Potential
We get too little truth in our lives as managers. People are nice to us face-to-face and then talk about us behind our backs. Feedback opens up the loop. - It's About What, Not Who
Feedback is about the behavior, and not the individual. It's saying that you do a great job and this time what happened in detail. What did you 'do', not who are you. - Lose the Criticism
Always offer feedback and then, first ask them 'What went well?', and once you have given them time for that, 'What might you try differently next time?' And after they've said their bit, do it for them yourself. They will appreciate recognizing their own performance first. - Look to the Future
Growth opportunities present when they see the possibilities and usually, they see them for themselves first. Thus ownership of a new solution in the future gives hope and excitement and evolution of performance. - Be Unconditionally Constructive
By avoiding negatives and 'but' you will engage rather than put off. Your people will be with you rather than against. - Deliver Promptly
The best time is in the moment, at the time or as close to is as possible. If you give your feedback at the first opportunity, you will find it is much better received. - Open Your Questions
Ask discovery questions with ease - there is no falseness, nor discomfort. Indeed the use of this questioning skill binds the relationships they are so good at making. The 6 Wise Men do this best Who, What, When, Where, How and Why. - Provide Support
Whatever the learning from this regular and consistent feedback you are using (two-way), there may be the need for ongoing support and coaching - be sure to offer it.
Feedback a much underestimated and much maligned business opportunity, ready and waiting for you right now
For more, checkout the Feedback page on the website, from which some of this information was taken.
Enjoy!
Copyright 2006 Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, www.coaching-businesses-to-success.com
.
© 2006
Coaching Businesses to Success.
"Used by permission of
www.coaching-businesses-to-success.com"
GAS Up Your Workplace Communication
May 15, 2008
George Bernard Shaw once wrote that the greatest problem with communication is the illusion that it has taken place. Many organizations today realize that effective workplace communication is critical to organizational success.
So what do you need to do to improve workplace communication?
First, you need to establish communication Goals. However before you commit these goals to writing you need to make sure that all of your employees know how to achieve both personal and professional goals. Also, you need to determine what are the measurable results that you desire from these goals.
Then you need to look at the Attitudes of your employees as well as those within the culture of your organization. Attitudes are just reflections of strong personal beliefs. For example, one of your communication goals might be to improve customer satisfaction.
Some of your call center employees may have a
Finally, the Self Leadership Skills for all employees need to be assessed and developed where necessary. Communication is an interpersonal skill that resides within the self leadership of each and every individual. Yet, beyond learning how to read and write, most individuals truly have not been taught, trained or developed to fully utilize effective workplace communication.
When the critical elements of goals, attitudes and self leadership skills are applied to improving workplace communication, amazing results will happen. Just try it and see.
Simply speaking, leaders are readers. If you enjoyed this article, you may find The Leadership Audit of interest at http://www.processspecialist.com/od.htm
Call me, Leanne Hoagland-Smith, The Business Coach, at
Have You Had Your Laugh Today?
May 15, 2008
Jody Urquhart
Deep laughter lowers our levels of stress hormones, raises our pain threshold, increases our ability to fight upper respiratory diseases, relaxes muscles and reduces anxiety. Cracking up even has cardiovascular benefits. Studies done at
Anybody can use laughter as therapy. There are no limitations in how often it's done, and there's no cost involved. It doesn't even have to be a real laugh. The body doesn't know the difference. If you pretend to start laughing, then you start really laughing. The following is only a partial list of the benefits of Laughing:
Laughter takes the focus off your problems
A sense of humor helps us gain a fuller and more realistic perspective of the world
Laughing invokes feelings of happiness and joy. Instead of being gloomy and frustrated
It’s easier to think creatively around a problem when our mind is lighter from laughter
Shared laughter promotes bondage and unity within the group.
Laughter also opens the door to more real and risky communication.
Humor can dramatically change the quality and outlook of our lives. Humor is an easy way to get in touch with your feelings, and control them in difficult situations.
Laughter is not the same as humor. Laughter is simply the physiological response to humor.
Laughing makes us feel good for a reason. The physiological effects on our body do some pretty amazing stunts. For instance:
Laughter appears to reduce levels of certain Stress Hormones
Laughter boosts the Immune System and Lowers Blood Pressure
Laughter may lead to hiccuping and coughing, which will clear the respiratory tract by dislodging mucus plugs.
Laughter also gives your diaphragm and abdominal, respiratory and facial, leg and back muscles a workout.
There also has been some belief that laughter may help prevent some life-threatening diseases
Share some humor today. Give yourself permission to REALLY
LAUGH!
Jody Urquhart is a professional speaker who for the last ten years has motivated and inspired professionals to use humor to change there lives. Please contact us to see how we can recognize and inspire professionals at your next event.
Remember life doesn't care whether you are having fun or not. You should. The only person stopping you from having more fun is you.
Don't Rain on my Parade-
May 14, 2008
How to Deal with Negative People
Have you noticed negative or difficult people around you are affecting your otherwise cheerful disposition (and how unfair is that)? Someone who knows nothing is making your life miserable. Why do Negative Nellie’s feel they need to unload their pent up vex at an unsuspecting person? What is up with the negativity?
Studies by the
The unfortunate part is we tend to become like the people we are around the most. For instance, when you visit somewhere and people have accents you tend to take on the accent, people in groups tend to dress alike and take on similar characteristics.
This may mean because you are around negative people you may become negative too! Yikes.
Listen to people complaining endlessly about work, and you'll find yourself starting to do the same. Add to it that negative emotions exert a more powerful effect in social situations than positive ones.
Unfortunately you can’t eliminate the negative person, but you can find ways to deal with them. If you were around someone with an infectious disease you would probably take steps to reduce the risk. Negativity is infectious so it makes sense that we should ward it off.
Negative behaviors are defense mechanisms; they protect people from developing relationships, from taking risks, from getting in trouble or making mistakes. If you can permeate the wall there defenses hold up you have a hope of diffusing toxic emotions.
Make ‘em Smile!
Anger and negativity usually stem from the anxiety, fear response in the brain, -one of the oldest, most primitive parts of our brain. Also responsible for the fight or flight response, It reacts without thinking. From a Society for Neuroscience article on Bliss and the Brain: A scrutiny of brain activity indicates that individuals with natural positive dispositions have trumped up activity in the left prefrontal cortex compared with their more negative counterparts. "Happy people think more logically. If you can make someone smile or laugh you literally force them to use a different part of their brain that is more logical and reasonable. A person cannot be negative and smile or laugh at the same time.
Let it roll off your back
Some people are just ANGRY. Negativity, hatred and disgust are boring and not worth your time. Sometimes these people are out there to help you develop your resolve to stay positive no matter what.
Distance yourself from negative people by taking a detached, impersonal view. The more you can see them as separate from yourself, the less likely you'll be to interpret their behavior as being a personal attack against you. It's just the way they are; you had nothing to do with it!
Adjust your tolerance. People who are easily annoyed have a low level of tolerance for inconveniences or frustrations. Think of yourself as “buoyant” and resilient in the face of stress and respond that way. Find out what triggers your anger, and then to develop strategies to keep those triggers from tipping you over the edge.
If you are confident and feel good about yourself you are more likely to be buoyant to negativity and be a force for change.
Negative people try to validate their victim hood by pulling others into their warped view.
Don’t be their prey! Think of it this way, If someone were to say “Nice job of handling that”- what would you have done to deserve that comment?
Interrupt Negativity- When someone is heralding negative assumptions simply do something to distract from it or stop it. I love to do the unexpected because it literally halts a persons point of view and gets them thinking about something different. It is the whole premise of humor. It has to be unexpected to be funny (which is why you don’t laugh at a joke if you’ve heard the punch line before).
Pass some perspective please.
Who says criticism requires anger? Who says doing overtime is a bad thing? It all depends on your perspective.
Negative accusatory people are likely inferring things that aren’t true. Their flawed assumptions are creating a negatively warped picture. Clear up the facts so you both see a clear picture.
Do you Fight? Or Flight?
My experience is under stress people either fight back or retreat. It is the classic fight or flight response at play. Your mind tends to respond to stressful situations as dangerous and immediately fights back to protect, or your retreat( run away, disengage) Physically within your body adrenaline pumps into your blood stream and stored fats turn into sugar for energy, your digestive and immune systems suppress and your focus become fight or flight.
This response was very useful for cavemen but much less adaptive for today’s society and acute sources of stress. For example, one of the key sources of dissatisfaction in the workplace today is lack of appreciation, our stress response to feeling unacknowledged would have us fight or retreat, making the situation worse. As long as all stress is seen as dangerous, which for a lot of people it is, than this fight or flight reaction can wreak havoc on your life. Prolonged continuous flight or flight reaction takes a strong physical toll on your health. The degenerative wear and tear leads to heart attack, stroke, cancer, diabetes and more.
The best thing to do is short circuit the fight/ flight response by refusing to react.
- Respond to stress by recognizing your pattern. Under stress do you typically fight (get angry, lose your temper) or flight (disengage, give in, or become passive)
- Reframe your attitude to perceive the stress as a challenge not a threat. If you feel a lack of appreciation challenge the situation and yourself to recognize why you are upset and how can you get the recognition you deserve.
Have a good laugh- we often laugh hardest when we have been feeling most tense. Just because you laugh doesn’t mean you don’t take it seriously.
Remember positive people ground your outlook so find positive people and be around them.
The next time someone tries to rain on your parade and affect your sunny outlook you will know what to do about it.
Jody Urquhart is a professional speaker who for the last ten years has motivated and inspired professionals to use humor to change there lives. Please contact us to see how we can recognize and inspire professionals at your next event. "http://www.idoinspire.com/"
What Every Supervisor Should Know To Succeed - Set the Example
May 14, 2008
By Shaun Kieran
Your employees experience you by what you say, and what you do. It's not that you have to be perfect, brilliant, or totally know everyone's job, but how you handle yourself at work is huge.
Some bosses are the driven, Type A characters who can be inspiring to work for, especially if their intelligence or creative gifts add up to tangible rewards for everyone else. But most employees find those folks to be ultimately too much. They're too jarring to deal with. Plus, it's hard to sustain trying to get into alignment with a workaholic.
The key example a leader should set is the focus on the work, while at work. Being very determined can be good, bringing high seriousness to the project can be exactly what's needed, but a good manager can also be light-hearted, even funny.
It's possible to have wonderful conversations about kids, baseball, movies - whatever - with relaxed bosses. But good bosses also like to talk about the work - how are we doing, what's been happening, what else can we do, how can I help you?
It's really important to recognize good work, in both senses - be able to know it when you see it, and also say it out loud.
Say "thank you" anytime you reasonably can. Yes, praise can be overdone, especially if it seems too pat or automatic, but it's a critical piece of true human motivation. People need to know you're watching, recognizing what's actually going on, and appreciating the effort.
Integrity is more than not lying; it's about honorable motivation. It's noticed right away if it looks like you're trying to take credit for someone else's work. And, if you actually get caught, that's a major loss of credibility.
Go the other way - convey that you're the fortunate colleague of wonderful workers. Get them the resources they need. Shoulder blame and defend your people from criticism, especially sniping from outside or even from on high.
Being relaxed can make all the difference. The underlying message being conveyed is that the work is not overwhelming: "We're in this to succeed, and we all will if we just stay focused, keep moving forward, learn from mistakes, and trust and support each other."
For more than 30 years, Shaun Kieran has been helping supervisors navigate the often difficult human environment so necessary for success in the modern workplace. Visit his website http://springpointservices.com/blog/ to find more resources on this and other topics of interest. Article Source: http://EzineArticles.com/?expert=Shaun_Kieran
Flip Flop Training
May 13, 2008
By Gail Yahner
Trainers- the odds are stacked against you.
How can I say that? I don't even know you or your training style
Wow- I guess you better get hopping. You have a huge job ahead of you!
90% of what they say as they do
70% of what they say or write
50% of what they hear and see
30% of what they see
20% of what they hear
10% of what they read
If the information retention rates above are correct, it would appear that the best results would come from a trainer that understands that training must include the whole person. The person needs to hear it, read it, say it and do it to actually have the best odds at retaining the information
Have you heard or tried the 70/30 method?
At my last site we flip flopped the percentages to 30/70 with the trainers training 30% of the time and the class self training the other 70%. While it sounds odd, this actually made a tremendous difference in the agent's performance and reduced training attrition.
While this is no magic pill to aid all that ails training, it is a fresh idea that most of my trainers loved. You can't win everyone over and that is fine.
The trainer divides that days topics/lessons (using the curriculum outline) into manageable segments
The class is divided into small groups that are for the current day only.
The groups change each day to stimulate increased participation of all trainees.
To determine group size follow this simple formula: divide the days topics into the class headcount = group size
The groups are given approximately 45 to 60 minutes to research the topic, prepare flip charts, PowerPoint presentations or create an activity in which to train the rest of the class.
The groups have full access to all needed materials i.e. computer systems, lesson plan, training manual, white boards and flip charts with markers.
The group line up is posted in the class with approximate time lines
Each group then trains the class with their presentation.
The trainer and training assistant are present at all times and are available to assist the groups during the preparation time.
The groups are encouraged to create interactive hands on activities to reinforce the lesson they are training— and they did!
The trainer manages the time and informs the group as they near the end of their allotted time.
The trainer aids the groups when a question is presented and they have are stumped, stepping in to assist when it is apparent that no answer is available.
Trainer reinforces the material at the end of the day with an end of day review.
Having the trainees so deeply involved in their training shifts the responsibility of learning from the trainer to the trainee. We found that the small groups were so creative in their presentation that the other students were able to understand and relate to the material very quickly (this was validated with higher test averages). We also noted that the trainees were more apt to bond with each other and show signs of becoming an actual part of the company faster than with our old training style. We also found that with the increased interaction and investment on the part of the trainees, they came out of training more knowledgeable and better able to grasp the concepts from class. This was validated over and over through higher quality scores, lower handle times and lower attrition rates over previous classes.
Give it a try and see what you think of our Flip Flop Training. I would love to hear your feedback and results.
Gail is a contributing writer for Call Center Cafe, the Community for Call Center Professionals. As the self professed Call Center Quality Queen, Gail shares her experiences in Quality and Training with readers. If you are would like to read more of Gail’s articles please visit: http://www.callcentercafe.com While you are on the site, sign up for the free e newsletter: The Call Center Café Newsletter at http://www.callcentercafe.com/call-center-newsletter/
Time Management and Your Big Rocks
May 13, 2008
In Steven Covey's excellent book, "The Seven Habits of Highly Effective People" (which, incidentally, is exactly why I am here today and not stuck in my old corporate job - another day, perhaps), he tells a well-worn story about the use of time.
In the story, some professor guy (I think) stands at the front of a class, with a big jar. In the jar, first of all he puts some big rocks, and asks the class, "Is it full now".
Mostly they say, "Yes".
Then he gets some smaller rocks and these fit in quite nicely too, just between the big rocks. Again, he asks the same question, "Is it full now?"
The group, a little more suspicious say, "Yes", because it seems to be.
He then gets out a bag of sand and surprise, surprise, those tiny grains of sand squeeze down beside the smaller rocks, filling up the tinier spaces. "Full?", he asks.
"Sure", say the increasingly dubious bunch of students in the audience.
Finally, trump card is the water, smaller than sand, of course and finally, as we aren't getting too sub-molecular about it, the jar is full.
Impressive huh?
The professor then asks,
"What's the moral of the story?"
.Of course the class, thinking they've spotted the trick here, say,
"You can always squeeze a bit more in"
A standard and pretty smart reply. The professor, however, is a step a head (all that professorism does it, of course!).
"The moral of the story is that you need to get your big rocks in first, or all that other 'stuff' gets in, way too soon and takes up all the space."
Cool story?
The point of course, relates to managing your time.
What are your 'big rock' things?
Well, for sure it isn't all the little jobs you do. All the fire-fighting (or it may be in the short-term, but that is another day).
The trick is to create spaces, ring-fenced, as they say, to do the good stuff.
In business, this is a list something like this:-
- Planning for the future
- Time with your people - good, focused one-on-one time preferably
- Coaching your people in their work
- Developing others around you
- Delegating constructively
- Creating Succession Plans
- Building relationships
- Developing new business opportunities
- Fixing problems once and for all
- Making time for a life outside the business
Covey and his big rocks eh?
He calls them Quadrant Two activities. If you don't spend time putting these first into your schedule, truth is, you will never fit them in and things will never evolve and grow.
Enjoy!
Copyright 2006 Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, www.coaching-businesses-to-success.com.
…helping you, to help your people, to help your business grow…
"Used by permission of www.coaching-businesses-to-success.com"
Delegating to Gain Employee Engagement
May 13, 2008
By Cynthia Clay
The Gallup Organization surveyed 200,000 individuals in 36 organizations, across 21 industries about their level of engagement. Only 29% of employees reported that they were engaged or highly engaged at work. An astounding 55% reported that they were not engaged (think of their attitude as “wait-and-see”) and an even more revealing 16% reported that they were actively disengaged (think of behavior such as complaining, arguing and actively sabotaging the organization’s efforts).
The same research reveals that employees often join organizations feeling highly engaged. After more than a year on the job, however, the employee often feels less engaged. In fact the longer they hold the job, the less engaged they tend to be. So what’s happening here?
Through 12 key questions, the Gallup Organization has found links to five business outcomes: retention, productivity, profitability, customer loyalty, and safety. Retention was strongly correlated to six items. Simply put, if you want to hang on to your employees these six factors must be in place.
Employees must:
Know what is expected of them
Have the equipment and resources to do the job
Be given the opportunity to do what they do best, every day
Have a manager or supervisor who cares about them
Be surrounded by employees who have a similar drive for quality
Have opportunities to learn and grow
A clearer case for helping managers and supervisors in your organization learn to delegate effectively could not be made. Managers who get the best from their employees are able to retain them longer.
They know how to:
Clarify expectations for tasks and assignments
Provide the equipment and resources necessary to do the work
Hire well and match employees to the appropriate responsibilities
Demonstrate that they care about each employee on their team
Bring on board only employees who demonstrate a commitment to high-quality performance
Consistently offer opportunities for further growth and development
The ability to delegate well is a crucial management skill that touches every one of these essential factors.
Cynthia Clay is the President/
Article Source: http://EzineArticles.com/?expert=Cynthia_
Give Your Quality Team a Kick Start
May 12, 2008
By Gail Yahner
Do you feel like you should start naming the days of the week after their behaviors?
- Maudlin Mondays – where they "can't get motivated" for the week?
- Tired Tuesdays- two days into the work week and you can see the productivity lessening?
- Where did they go Wednesdays- did they disappear or are they avoiding the boss?
- That isn't for me anymore Thursdays- are they looking for other jobs or career opportunities?
- Funday Friday isn’t fun any more
- Show no enthusiasm Saturdays- as the saying goes… I am up, dressed and at work; what more do you want?
Does this sound like your quality team? While we can hope for a motivated, happy team at all times, we know that won’t always be the case.
Since you can't just dump them, hire new QA's and start over again. You may privately dream that dream but that probably isn’t really an option.
Teams go through cycles and phases. Even the strongest teams have cases of the doldrums once in a while.
Once you determine that there are no underlying issues that need to be dealt with (or you have dealt with the issues) and it's just a case of the blahs taking over the team…. it is time to get that team Kick Started!
Show your appreciation: at least once a month come into work on a Sunday evening and leave little thank you bags on their stations! What a nice thing for them to see when they come in to start their new work week! You can purchase small plastic party bags at the Dollar Tree (or make your own), toss in a note pad, a colored gel pen or an unusual pencil, a stress ball and a few pieces of candy. It is like getting a Christmas stocking with stocking stuffers- fun!
Have your QA Team meeting outside- the weather is getting nice, so take that meeting outside and enjoy the change of scenery
Have a Trading Spaces for their work stations: team everyone up and have them do a work station redo. Limit the time to 45 min for each team and watch to see how many Hildi's or Doug's come crawling out of the carpet.
Hold a monthly productivity party: If the monthly required number of coaching/monitoring for the site is 98% or above, then the team has a Potluck Party to celebrate. With each team member bringing a dish to share and the site or the manager provides the main course. This doesn't need to be costly, think Italian theme ie spaghetti or a Mexican Fiesta ie tacos.
Create a trophy or award: let the team decide upon a weekly/monthly traveling trophy given to the QA that has the most monitors completed or has the highest quality ranking teams. Have fun with the presentation: make some well deserved noise, send out a "congrats" email to the center recognizing the honored QA. Once the trophy has been presented, it should reside at the workstation of the deserving QA until the next person pries it from their fingers.
Have fun and enjoy!
Gail is a contributing writer for Call Center Cafe, the Community for Call Center Professionals. As the self professed Call Center Quality Queen, Gail shares her experiences in Quality and Training with readers. If you are would like to read more of Gail’s articles please visit: http://www.callcentercafe.com While you are on the site, sign up for the free e newsletter: The Call Center Café Newsletter at http://www.callcentercafe.com/call-center-newsletter/
