Team management 5 elements rpo.ppt

Motivation for achievementMotivation for achievement Idea number 1Idea number 1

Invite team members to devise team Invite team members to devise team mascot, name, colours etc and so give mascot, name, colours etc and so give them a feeling of belonging and them a feeling of belonging and ownership of the decision-making ownership of the decision-making processprocess


Ensure contact centre procedures and Ensure contact centre procedures and processes are accurately processes are accurately documented, so that your staff know documented, so that your staff know exactly what you expect of themexactly what you expect of them


Encourage team members to praise Encourage team members to praise others within team forums so that you others within team forums so that you create a “success circle” within your create a “success circle” within your operationoperation


Provide regular, visible personal Provide regular, visible personal performance coaching with positive, performance coaching with positive, targeted feedback and tactile supporttargeted feedback and tactile support


Communicate the purpose or Communicate the purpose or “strategic intent” behind the contact “strategic intent” behind the contact centre and the operation on which centre and the operation on which your staff work, to allow them to align your staff work, to allow them to align their goals with the organisation’s their goals with the organisation’s goalsgoals


Hold regular theme days (Easter, Hold regular theme days (Easter, “Red days”, “Hawaiian days etc)“Red days”, “Hawaiian days etc)


Launch a job rotation programmeLaunch a job rotation programme


Admit your mistakesAdmit your mistakes


Communicate your expectations, Communicate your expectations, making them clear, quantifiable and making them clear, quantifiable and timeframedtimeframed


Give regular updates on how the Give regular updates on how the operation is contributing to the overall operation is contributing to the overall businessbusiness


Involve team members in conducting Involve team members in conducting contact centre tours for other parts of contact centre tours for other parts of the business and for external visitorsthe business and for external visitors


Clearly communicate opportunities Clearly communicate opportunities and requirements for growth and and requirements for growth and advancementadvancement


Implement a communications Implement a communications strategy for effective communication strategy for effective communication upwards and downwards through the upwards and downwards through the contact centrecontact centre


Define team values and display them Define team values and display them on your operationon your operation


Have a motivational “thought for the Have a motivational “thought for the day” displayed on your operationday” displayed on your operation


Provide regular feedback (in the Provide regular feedback (in the moment) and encourage feedback moment) and encourage feedback from your team membersfrom your team members


Encourage your teams to be self-Encourage your teams to be self-managing (monitoring, reporting, managing (monitoring, reporting, targets, rostering etc)targets, rostering etc)


Get to know your people and what Get to know your people and what motivates themmotivates them


Listen to ideas, thoughts and opinions Listen to ideas, thoughts and opinions put forward by your team members. If put forward by your team members. If you act on any, make sure that credit you act on any, make sure that credit is given publicly and any successes is given publicly and any successes celebrated in team meetingscelebrated in team meetings


Establish an operational “Hall of Establish an operational “Hall of Fame”Fame”


Reinforce team values through all Reinforce team values through all coaching and trainingcoaching and training


Encourage personal goal setting in Encourage personal goal setting in line with business goalsline with business goals


Position feedback as supporting Position feedback as supporting individual and team successindividual and team success


Delegate tasks and activities to other Delegate tasks and activities to other team membersteam members


Reward consistent performers as well Reward consistent performers as well as “one-offs” and “big wins”as “one-offs” and “big wins”


Provide new and struggling team Provide new and struggling team members with their own “best friend”: members with their own “best friend”: an experienced buddy to support their an experienced buddy to support their development and performancedevelopment and performance


Encourage self-monitoringEncourage self-monitoring


Encourage all team members to Encourage all team members to become cultural “gatekeepers”, become cultural “gatekeepers”, assuming responsibility for “living” assuming responsibility for “living” team valuesteam values


Lead from the front (don’t expect Lead from the front (don’t expect others to do something you wouldn’t others to do something you wouldn’t do yourself)do yourself)


Lead by exampleLead by example


Check to ensure your team members Check to ensure your team members clearly understand your expectationsclearly understand your expectations


Conduct regular “climate” surveys on Conduct regular “climate” surveys on your operationyour operation


Honour your commitmentsHonour your commitments


Encourage team members to act as Encourage team members to act as internal consultantsinternal consultants


Encourage team members to self-Encourage team members to self-appraise their own performanceappraise their own performance


Develop an internal improvement Develop an internal improvement scheme to encourage initiative and scheme to encourage initiative and creativity and to foster ownershipcreativity and to foster ownership


Develop an awareness of your Develop an awareness of your preferred management style, and preferred management style, and have the flexibility to adopt others have the flexibility to adopt others when appropriatewhen appropriate


Hold cultural days (national dress, Hold cultural days (national dress, food, music etc), especially if you food, music etc), especially if you have a diverse, multi-national have a diverse, multi-national workforceworkforce


Encourage sponsorship and Encourage sponsorship and involvement in external causes and involvement in external causes and projectsprojects


Provide regular team meetings with Provide regular team meetings with rotating chair and encourage input rotating chair and encourage input into the agendainto the agenda


Provide a vision and paint “The Big Provide a vision and paint “The Big Picture”Picture”


Manage by walking around (don’t Manage by walking around (don’t manage remotely)manage remotely)


Set high standards and always expect Set high standards and always expect the best from your peoplethe best from your people


Encourage team members to share Encourage team members to share special interests (hobbies, sports etc)special interests (hobbies, sports etc)


Encourage, facilitate and attend Encourage, facilitate and attend regular team activities (social regular team activities (social evenings etc)evenings etc)


Utilise games as a means of Utilise games as a means of energising and developing your teamsenergising and developing your teams


Establish work teams (provides Establish work teams (provides friendly, healthy competition)friendly, healthy competition)


Conduct target-based competitionsConduct target-based competitions


Adopt a team approach to encourage Adopt a team approach to encourage creative problem-solvingcreative problem-solving


Involve team members in decisions Involve team members in decisions that will affect themthat will affect them


Provide new staff with a list of Provide new staff with a list of facilities and amenities in the facilities and amenities in the immediate area (e.g. doctors, shops, immediate area (e.g. doctors, shops, banks, food stores etc)banks, food stores etc)


Include regular personal “check-ins” Include regular personal “check-ins” during team meetingsduring team meetings


Provide opportunities for autonomy Provide opportunities for autonomy and self-directionand self-direction


Provide hourly target updates (bulls-Provide hourly target updates (bulls-eye and arrow)eye and arrow)


Don’t over-superviseDon’t over-supervise


Provide weekly or monthly team Provide weekly or monthly team awards which reward individual awards which reward individual performance as well as conduct, performance as well as conduct, upholding values and teamworkupholding values and teamwork


Keep your promisesKeep your promises


Undertake career development Undertake career development planning for high-performing planning for high-performing individualsindividuals


Make performance incentives funMake performance incentives fun


Don’t let your motivational Don’t let your motivational programme become boring: rotate the programme become boring: rotate the incentive elements regularlyincentive elements regularly