Understanding Sales and Customer Service Team Development in Call Centres

Apr 19, 2011 Comments Off

  To help us better understand how conflict arises within the team, we need to look at how teams are formed and the stages they go through in moving from a group of individuals to a cohesive team. It is generally recognised that teams go through 4 or 5 stages in their formation and that [...]

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9 Tips on Dealing with People who do not follow Time Management Best Practice

Apr 19, 2011 Comments Off

  Ensure they fully understand what it is, how it works, why it is in place and the benefits to them. Be prepared to review flawed practices and change them if they’re not user friendly. Congratulate them when they do it right. Encourage them when they get it wrong. Ask for their help rather than [...]

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11 Tips on How and to Whom You Should Delegate Tasks To

Apr 19, 2011 Comments Off

  Ensure people are aware of exactly what is expected of them and when. Get them to summarise their role to check understanding. Beware of assumptions (skills, knowledge, understanding etc). Delegate real authority and empowerment as well as responsibility. Clearly define when you wish to be involved/consulted, why and about what. If there is reluctance [...]

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9 Considerations when Interrupting Other People’s Time

Apr 19, 2011 Comments Off

  Stick to their available/unavailable times. Ask first if it is convenient for them to talk. Keep to the point – don’t introduce ‘chat’. Ask yourself first if this will be high on their priority list. Could you find a more suitable time or method of communication? Is this just a whim or idea of [...]

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General Tips on Receiving Telephone Calls

Apr 19, 2011 Comments Off

  If calls are not for you, then re-direct them and tell the person who called you (or misdirected the call) of their mistake and who they should have called so that they will not do it again. Ensure that switchboard personnel are clear about your areas of responsibility. Tell switchboard/secretary who you are always [...]

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General Tips on Receiving Telephone Calls

Apr 19, 2011 Comments Off

  If calls are not for you, then re-direct them and tell the person who called you (or misdirected the call) of their mistake and who they should have called so that they will not do it again. Ensure that switchboard personnel are clear about your areas of responsibility. Tell switchboard/secretary who you are always [...]

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15 Tips on Dealing with Interrupting Drop-In Time Wasters

Apr 19, 2011 Comments Off

  Implement a system, using your secretary/reception if available, to screen visitors. Analyse your interruptions by frequency, time of day and by whom. If certain individuals are the prime ‘culprits’ explain to them how you would like them to behave and why. Possibly they need training or more authority to act by themselves. Plan your [...]

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9 Tips on Taking Control of Your Telephone Calls

Apr 19, 2011 Comments Off

  Plan your telephone calls – use telephone ‘To Do’ lists and telephone agendas. Horse-trade telephone reception with a colleague when you want some uninterrupted time. If possible arrange a specific ‘callback’ time – don’t just say “I’ll ring you later” or, even worse “You ring me later”. If someone is taking calls or vetting [...]

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12 Tips for Conducting Effective Meetings

Apr 19, 2011 Comments Off

  Allocate both starting times and finishing times wherever possible and stick to them. Are you there as a meeting facilitator or to contribute – it is hard to do both equally well. Always ask yourself the question “is this meeting necessary?” Always ask yourself the question “is this the most effective way to … [...]

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11 Tips on Delegating Responsibility

Apr 19, 2011 Comments Off

  Delegate whenever possible – down, sideways and up. There is a fine line between Delegation and Abdication – Delegate tasks but do not abdicate them – if it is your task, you still have the final responsibility. Decide whether you are going to delegate an activity to a person that can do the job [...]

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