11/14 2011
Posted in: Call center management, Coaching
I had several conversations today centered around the subject of performance management. It is of course a topic that is near and dear to my heart- especially the mentoring and motivating of employees because that is where change happens. The … Continue Reading…
11/8 2011
Posted in: Coaching, Communication Behaviors
A few days ago I started a series on what it takes to be a great coach. In order for you to be an effective coach it is critical that you are engaging. Engaging means that that you are connected … Continue Reading…
11/1 2011
Posted in: Coaching, Leadership
I started a series the other day about what it takes to be a great coach. My list included being inspiring. I can’t talk about inspiring without talking about the difference between motivating and inspiring. When I think of motivating, … Continue Reading…
10/28 2011
Posted in: Coaching
We have all read books that tell us what great coaching should look like- but when it comes to the behaviors that will help us to accomplish those characteristics, there is not much to be found. Enjoy the next series … Continue Reading…
10/23 2011
Posted in: Coaching, Leadership
I was reminded again of this awesome learning model that was given to us by Dr. Thomas Gordon in the 1970′s. It’s the four stages of learning competency (and I really like the 5th stage that was added on after Dr. … Continue Reading…
10/21 2011
Posted in: Coaching, Leadership
In the past few days, I received the question, “As a leader, how fast can I expect changes to occur when I am coaching my employees?” This is a great question! I hear quite a few people rely on the … Continue Reading…
10/20 2011
Posted in: Coaching, Leadership
I’ve had multiple conversations this week about coaching employees. We tend to focus most of our efforts on the behaviors of our front line employees and how to effectively “get them” to do what we need them to do. The … Continue Reading…
10/17 2011
Posted in: Coaching, Communication Behaviors, Leadership
I just talked to a call center manager who insisted that, “How long it takes to handle our customers over the phone does not matter to us. All that matters is that the customers are happy.” This statement really concerns me. So what … Continue Reading…
10/6 2011
Posted in: Coaching, Communication Behaviors, Leadership
A few days ago, I started a series on the communication behavior of acknowledging. Are you ready for more? Here are my favorite phrases that I use when I acknowledge someone. Please remember that the key to acknowledging is to … Continue Reading…
10/5 2011
Posted in: Coaching, Communication Behaviors
Yesterday, I started a posting series on the communication behavior of acknowledging. As a leader, acknowledging is a vital behavior but one that is a bit more complicated than it first appears. Remember the goals that acknowledging is designed to … Continue Reading…
