What's new this week at Call Center Cafe` May 16th
May 16, 2008
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What's new this week at
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.
What's New This Week on Call Center Cafe` May 9th, 2008
May 9, 2008
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
Hands Off Management - Frying Pan, Fire or Neither?
In this posting we are reminded that being a manager doesn't mean we have to be the one to fix everything. We can and should take the 4S Method of managing- Show, Supervise, Stand Back and Succeed
How tempting is it to fix things? You know, you are passing by one of your teams cubicles and they are doing something you know all about. So you give a hand…
Push that Agent from the Nest!
In today's posting by Gail Yahner, you will find 7 ways to tell if you have left a newbie in the nesting area just a bit to long. We hope you enjoy this slightly humorous look at
Fed Up? Lighten Up! – This is a light hearted reminder that the average person spends eight hours each day at work and we should lighten up and do what we can to enjoy our time while on the job. If that means a little less grumbling and a little more fun, then so be it! Enjoy!
How to Help a Boss Who Holds Bad Meetings – do you have a boss that holds meetings that don't seem to have a purpose, have no real direction, or are a complete waste of time? If so, then this article by Steve Kaye might just be your ticket to helping your boss …and you! Steve gives 10 suggestions that might just get your bosses meetings on track.
Ten Top Ways for Managers to Motivate Their People We hope you'll find this post by Martin Haworth to be both entertaining and enlightening. Martin gives us 10 down to earth suggestions for motivating your teams. His advice to "Get Out of Their Way" when delegating brought back a few memories. Let us know what you think of Martin's suggestions via the comment section below the post or through our "Contact Us" form
Delighting Customers – In this posting from the team at Coaching Businesses to Success, you'll find ways to delight your customer. They are your lifeblood. And through Delighting Customers frequently and often, you will drive success to your business or organization.
The key to understand here is that Delighting Customers is just that - it is more than satisfying, it is delighting them. Making their journey to you memorable. So, sorry, OK is not enough from now on - ever.
Hands Off Management - Frying Pan, Fire or Neither?
May 8, 2008
How tempting is it to fix things? You know, you are passing by one of your teams cubicles and they are doing something you know all about. So you give a hand…
And then it's fixed, and you feel a rosy glow all about how you've 'helped'. But who is this about, you or them.
You see, it can be so frustrating, for someone already frustrated, when some smart-ass boss comes along to show their superiority. In fact, after it's fixed, all they get is a general feeling of inadequacy. And more frustration.
And next time you have the same problem, you can't remember what they did because they did it so fast, in such a smart-assed sort of way. You either need to wait for them to pass by again or, well, struggle again.
As a boss, it's easy to do something that you know how to do. In fact it's a big psychological boost to your little own sense of self, when you've achieved something that someone else is struggling with. So it's a 'nice' feeling to be better at something when someone else isn't.
It's not your fault, in fact it's not even an action you think consciously about, it just happens that way.
And with some bosses, it happens often. I know, I've done it myself. It comes out of another emotion too. It comes out of a sense of 'helping' someone in distress - it's the 'knight in shining armour' thing. And it feels good.
Yet, it has a big downside. Getting someone else out of their 'frying pan' gets you into another 'fire'. Because if you get so good at fixing other people's problems, that's what they'll expect of you. And wait for you to do it.
So, you frustrate the hell out of them because you fix things for them all the time and then they start waiting for you to be the problem-solver. Your 'fixing' everything starts to pile up on you. You then get frustrated with them because you have such 'useless' employees around you.
I wonder why!
So, here's a way to try. For someone struggling with something, however small, use the 4S Method.
Show
Supervise
Stand Back
Succeed
This means that you Show them how to do something, then you watch them and Supervise as they do it, maybe they get it wrong - if so, let them analyse why. Stand Back whilst they at last Succeed - and then get it right forever.
This is the 'Neither'. You get the job done right, by the person whose job it is to get it right and then you are freed up to do more of this.
Thus building a team of capable, fulfilled and 'motivated to learn more' individuals.
No Frying Pan, no Fire and Neither of you feel bad about it.
In fact, everything is a bit rosy, after all!
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.
Effective Ways to Stay Motivated
May 8, 2008
By Tony Jacowski
Some people don't give these situations a second thought and just wallow in misery. But what is important to think about is - was the situation so terrible that you just had to leave your job? Was this the only last chance you would ever have to prove your talent?
If the answer is no, then it is high time you get your life back on track and motivate yourself to achieve more.
Brace Yourself for the Hard Times
It is very natural to have times when everything is perfect and is working well, especially in your job. But then, not every day is the same - and there can (and will) be days when something will get you down and you will feel that achieving success is very difficult. It is in these situations that you will need motivation the most.
Motivation is something that should come from within. You might get inspiration from the achievements of others, but if you want to gain something, then you will have to be determined and go for it.
Achieving goals that you desire cannot be accomplished easily. You will have to work for it, to make it happen.
Confidence a Must
Confidence is very important for motivating yourself. If you do not have confidence in yourself and your talent, then no one can help you. You must have faith in your abilities and the capacity to drive away the fear of failure. Being straightforward and clear in your actions helps; conversely, if you have goals that are undefined and fuzzy, then you will not be able to focus. The best advice is to know what you want to achieve. If you feel as if you are stagnating at work, then you should ask your supervisor to set measurable and defined tasks for you. If he or she is not forthcoming, you shouldn't hesitate in taking the initiative and help yourself. It's a proven fact that self-motivated people perform better.
Be proactive - try to be on top of everything at work according to your skills and abilities. It is essential to identify your weak points and work towards improving them. To do this, you can take classes that will help you improve your performance level and increase your market value. If you are able to get few certifications, it will help you gain confidence.
Negative criticism should be turned into positive, so that you become a source of inspiration for others. Success depends a lot on your thinking, positive or negative. If you brood over past mistakes and failures, you will definitely not be able to convert frustration into a positive driving force. You should be ready to take on new challenges and even if your current job is not motivating you, you can try out new options.
Who knows - you might get a better position, one that fulfills your desire.
Tony Jacowski is a quality analyst for The MBA Journal. Aveta Solutions - Six Sigma Online ( http://www.sixsigmaonline.org ) offers online six sigma training and certification classes for six sigma professionals including, lean six sigma, black belts, green belts, and yellow belts.Article Source: http://EzineArticles.com/?expert=Tony_Jacowski
Moving Up - When Co-Workers Become Subordinates
May 5, 2008
By Jane Schulte
Have you been recently promoted? Did you pass up your co-workers and now sit in a position where you are now their supervisor? If so, you may likely be feeling a bit uncomfortable and unsure as to how to shine in your new role without alienating your co-workers, who are likely your friends as well.
First, be honest with them. Tell them that you are feeling a bit anxious about taking on the new role and that you want to maintain the same, positive relationships that you enjoyed before your promotion.
Ask them directly if they will be on your team and together if they will strive for the team to succeed.
If you do sense one of the team members has developed a less than positive attitude, take them aside and ask questions until you can determine what it is they are feeling that is causing the behavior. Assure them that you are on their side and want to allow them to grow and develop and get promoted as well.
Continue to conduct yourself in a manner that enforces these messages. Look for ways to bring the successes of your team members to the attention of upper management. Find team building exercises you can incorporate on a regular basis that strengthen the group as a whole. Do not engage in behavior that separates you from your team or makes any member of the team feel at any given time that you are in this for yourself.
The more you can encourage and assist each team member in learning, growing and shining, the more likely they will accept you as a leader, perform well under your leadership and see the change as a win/win situation for everyone.
If after all of these efforts you still have a former co-worker who is not on board, it may be time to discuss with upper management a transfer of that individual to another department, assuming they are a solid employee from a work product standpoint. However, if this individual's attitude has soured to the point that they will continue to be unhappy even once transferred, then it may be time for them to move on.
Remember that leaders don't manage. Leaders lead and they do so by example. If you want people to follow you, exhibit behaviors that are worthy of emulating. Maintain a positive attitude each day, even if you are overwhelmed, stressed or feeling a lot of pressure in your new role. But above all, be interested in each of your team members both personally and professionally. Make sure they are feeling good and positive and help them obtain the necessary tools and information in order to be their best and to shine every day.
Truly listen to them and address their concerns, incorporate their ideas and give them the credit for the team's performance even when the compliment is directed at you. That is how you get co-workers to not only accept your new promotion, but to support you each and every day and every step of the way!
Jane Schulte is Executive Vice President and
Article Source: http://EzineArticles.com/?expert=Jane_Schulte
How to Help a Boss Who Holds Bad Meetings
May 1, 2008
By Steve Kaye
Suppose your boss consistently holds bad meetings, but doesn’t seem to recognize that this is a problem.
What can you do?
Here are some possibilities.
First, be careful. Some bosses consider any type of coaching to be an attack on their performance. Then they become defensive. If this is the case, you may have to endure bad meetings held by your boss. Attempting to help such a boss could damage your career.
However, if your boss is friendly and open to suggestions, any of the following ideas may work.
1) Offer to help with some small part of a meeting that would make the process more effective. For example, you could prepare the agenda for a meeting. As part of this task, ask your boss questions such as, “What is your goal for the meeting?” “What result do you want to have at the end?” “What do you think is the best way to accomplish that result?” etc.
2) You can also (conversationally) ask guiding questions such as those listed in #1 above when your boss schedules a meeting. Even if you boss refuses to answer them, these questions will make him think about his goal for the meeting. And that can help him work more effectively.
3) Give your boss a book on effective meetings as a gift. Tell him that you bought it after hearing another manager brag about how much it has helped (e.g., earn a raise, get promoted, be complimented by senior management).
4) Conversationally (such as during lunch) mention that you read an article about meetings that told about a “really great” technique for . . . . (something such as preparing an agenda, or making decisions, or etc.). Offer to give your boss a copy.
5) Confront your boss directly with an idea, such as “I think our meetings would take less time if we had an agenda.”
6) Ask your boss to use a facilitator for a meeting. A skilled facilitator will show your boss what an effective meeting is like.
7) Ask your boss to buy a workshop on holding effective meetings (because everyone else needs it).
Ask the people who are responsible for training to schedule a workshop on effective meetings. This works best if all of the managers are invited to the workshop. Then your boss must attend.
9) Wait until your boss complains about bad meetings. Then ask gentle questions such as, “What makes you upset with that?” or “What caused that?” or “What should they have done?” Perhaps, such questions can lead your boss to discovering what needs to be done. Note: most people believe what they say (and doubt what they hear).
10) Complain about someone else’s meeting. For example, you might say, “Wow, what a waste to time. There was no agenda and no one knew what to do. We just sat around and talked about everything except anything that mattered.”
If your boss refuses to accept any encouragement to change, then wait. People who refuse to improve their work skills seldom last. In fact, your boss’s boss may already be upset with the time being wasted in bad meetings.
Steve Kaye helps leaders hold effective meetings. He is an IAF Certified Professional Facilitator, author, and speaker. His meeting facilitation and leadership workshops create success for everyone. Call
Article Source: http://EzineArticles.com/?expert=Steve_Kaye
