NOT EVERYONE WANTS THE BIG SHINY RED STAR !... IT IS IMPORTANT TO FIND OUT WHAT MATTERS TO YOUR TEAM MEMBERS AND MAKE THE RECOGNITION MEANINGFUL TO THEM .
Namely , don ’ t look down at your keyboard or phone or look away from the screen ( except to take notes or look something up ) and watch your facial expressions : as everyone can see you and in turn feel your emotions ( whether good or bad ).
Instruct your agents to do the same when on video , like if they were working in an office or storefront business such as a bank , medical clinic , restaurant , or retail .
With the increased isolation of remote working , we need to go into full commitment to creating meaningful Human Experiences at every point of contact . It starts with being kind to ourselves , our family , our community , and our team members . This will all impact our customers .
We need to be extreme in terms of building trust , caring for others , and showing genuine empathy during these very challenging times ! Nothing shows that you care more than listening ! When you are training / coaching , make sure to truly LISTEN ! Listening to your team members ( really listening without any distractions ). Serve your team members just as you want them to serve your customers .
COMMUNICATION
“ Words have power , words carry energy .” I teach these words all the time . Regardless of the tool used for communicating , it is so important to be mindful of WHAT we say and HOW you say / write it .
Many times , there is a big difference between what you think you said , what you actually said , and what the other person actually heard .
Understanding the communication styles and needs according to personality temperament is so important as we navigate through stressful times and primarily all remotely . It is also important to be aware of your temperament and style .
( Note : We all can ADAPT once we are AWARE of our BEHAVIORS and TENDENCIES ).
• Understand yourself and how you tend to communicate under a variety of stress levels .
• Understand each other and how those around you will respond to your communication style .
• Adapt your style to communicate in a more clear , concise , and thoughtful manner to serve the needs of those around you .
( Look out for future articles as we explore this in detail .)
Communication is also , in today ’ s contact centers , body language . On video calls , maintain eye contact just as you would in a face-to-face meeting .
RECOGNITION
Not everyone wants the big shiny red star ! Leaders may think that everyone is motivated by the big shiny star but not everyone is . Depending on their temperament , and their motivational needs , the “ star ” may not be the motivation that the individual needs !
It is important to find out what matters to your team members and make the recognition meaningful to them . Some new hires / agents prefer quiet , genuine , and personal recognition . Others prefer greater challenges and leadership opportunities .
Be mindful that everyone has their own motivating factors , but everyone has a desire to feel that they matter and that what they do has purpose .
STOP ACCEPTING POOR BEHAVIORS !
During new hire training , give clear expectations . Do not accept poor behaviors such as showing up late , keeping the camera off , and disrespecting the trainer or peers because of fear of the attrition numbers .
Instead of worrying about losing the poor performers , the focus should be on developing and retaining the highly engaged high performers with a strong work ethic .
ADAPT , ADAPT , ADAPT
It is important for coaches / trainers to adapt to the persons they are speaking with . For example , if the coach / trainer is a fast-paced , task-oriented communicator but the person they are speaking with is more people-oriented , soft-spoken , and speaking at a slower pace , then the coach / trainer should adapt to meet the person where they are at .
This does not mean the coach / trainer has to be fake or totally different , it just means they need to adapt and maybe slow down the pace , bringing in the human aspect instead of just listing tasks .
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NOT EVERYONE WANTS THE BIG SHINY RED STAR !... IT IS IMPORTANT TO FIND OUT WHAT MATTERS TO YOUR TEAM MEMBERS AND MAKE THE RECOGNITION MEANINGFUL TO THEM .
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