Essential Skills Team Leader1


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Essential Skills Team Leader1

  1. 1. ESSENTIAL SKILLS FOR TEAM LEADERS Presented By: Kristyn J. Emenecker Product Manager, Contact Center Solutions Mercom Systems, Inc. Team-Building Motivational Techniques for an Enthused and Committed Workforce! Characteristics of a Good Leader • The good leader is the one people want to follow! • Capitalize on the strengths of your own unique leadership style • Maintain personal and professional balance so you remain a leader while still being part of the team • Celebrate differences and nurture the unique strengths in each member • Invest in the victories of the individuals and you will celebrate the victories of the group
  2. 2. Coaching, Counseling & Motivating • Negotiating Change – Keep focus on the desired results – Make sure that each person always knows why their change matters to the purpose and results of the whole – Put people in a position to learn by doing and provide them with the information and support they need just in time to perform. – Embrace improvisation as the best path to both performance and change. – Reinforce positive steps and discuss with enthusiasm, even when you think they’re not listening – Practice leadership based on the courage to live the change you wish to bring about. Coaching, Counseling & Motivating • Workplace Stress – Recognize the signs – Have a gameplan – Monitor your own stress – Laughter and fun – Break big problems into small pieces – Know when to bring in help Coaching Ideas • What makes a coaching idea successful? – Action-oriented – Tested – Varied – Clear – Concise
  3. 3. Interpersonal Communication Communicate to build trust 1. Respect your followers 2. Watch how you say it 3. Communicate openly 4. Follow through 5. Listen and don’t argue 6. Avoid the “digs” Interpersonal Communication Communicate to build trust (continued) 7. Point out the positive 8. Appreciate what others have to say 9. Realize trust and hope come from mutual exchange 10. Be truthful with yourself 11. Show your human side Progressive Education Good Leaders Work With Their Teams, Not Mandate to Them!
  4. 4. Continuous Improvement Start with yourself Expect the best—and don’t let it surprise you! Development Tools Building performance is just like building a house; You need good tools! • Demonstration calls • Self coaching through review of voice & data on the system • Role playing • Skill set checklists Mentoring Establishing bonds within the team to pair strengths and weaknesses. • Use mentoring for “soft” skill development such as closing skills, transitioning skills, and other communication issues. • Mentoring allows for less structured learning in a peer to peer environment and may be less intrusive education for more developed team members.
  5. 5. Five-Step Coaching • Education • Validation • Confirmation • Escalation • Accountability Conflict Resolution Conflicts will occur, how we deal with them can impact how often they occur. – Listen to the employee’s issues. – Acknowledge their feelings. – Remain calm and do not be defensive. – Do not allow the situation to become personal. – Support the team. – Allow for, and ask for the possibility of an error. – Close the situation gently by assuring follow up. Basic Strategies for Avoiding Conflict Spend time with your people: Get to know their strengths and weaknesses. Lead by example: Show your time that you don’t expect them to do anything you wouldn’t do yourself. Delegate responsibility: Help them think creatively and develop their own talents. Expect excellence: If your teams knows you think they’re capable of reaching greater heights, they’ll strive for them. Remember that recognition is the number one motivator: Give credibility to your feedback by basing it on their real- world performance. Have something positive to say every day. Make it one of your top priorities.
  6. 6. Time Management Performance Management Time Is the Key to Managing Every Aspect of Performance! Time • Assume control of time by breaking the day in to manageable pieces. – Imagine 2 halves, 4 quarters, 8 periods; Each hour is a period, every 2 hours is quarter, 4 hours are a half. – Manage to the smallest unit; the period, and build from it! • Prepare for the time you will spend managing each day and control your actions and output! Performance • Performance is the measure of success. • The purpose of management is to improve performance. – Plan to improve performance continuously. – Respect the effort required to improve results. – Regularly evaluate success and failure to stay on track.
  7. 7. Pre-Shift Planning • Daily pre-shift game planning based on previous shift results – What are my opportunities from the previous shift? – Who has the greatest potential for improvement today? – Who will benefit most from my assistance today? “Top 5 List” • Make a list of the top 5 team members with greatest opportunity for improvement. – Consider the list of recurring, or “trend” call quality issues for the team. – Consider the team members with greatest opportunity for production/output improvement. – Consider feedback received from any other department Post-Shift Game Planning • Did my game plan/revised game plan work? • Quantify improvement! • Did I use all tools available to me? • Be objective, and continue to use the manager as a resource!
  8. 8. Post-Shift Game Planning Continued • Did my team reach the objectives for the day? – Objectives can be any goal you set; Be realistic and push yourself and the team! • Identify greatest opportunity for the next shift. – Look for personal opportunities and opportunities for the team members. Final Thoughts John C. Maxwell’s The 21 Indispensable Qualities of a Leader John C. Maxwell’s The 21 Indispensable Qualities of a Leader* • Character • Passion! • Charisma • Positive Attitude • Commitment • Problem Solving • Communication • Relationships • Competence • Responsibility • Courage • Security • Discernment • Self-Discipline • Focus • Servanthood • Generosity • Teachability • Initiative • Vision • Listening *Maxwell, Dr. John C. (1999). The 21 Indispensable Qualities of Leader. Nashville: Thomas Nelson Publishers