Beruflich Dokumente
Kultur Dokumente
In some call centers, you can feel the energy as soon as you walk in the door. It takes many forms: pride of workmanship, enthusiasm, a feeling of community, commitment and the willingness to make the "extra effort." The call center "clicks." Everybody knows what the mission is; everybody is pulling in the same direction. While there are a myriad of factors that go into creating this sort of environment, effective communication always plays a central role. Communication creates meaning and direction for people. Organizations of all types depend on the existence of what Warren Bennis, noted leadership expert, calls "shared meanings and interpretations of reality," which facilitate coordinated action. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion, low morale and people doing the bare minimum required. Although cultures and communication styles vary, there are predictable and notable principles that I've noticed are consistently present among highvalue call centers. Among the most important are:
1. 2. 3. 4. 5. 6. 7.
Commit to keeping people in the know Cultivate a Supporting Culture Establish appropriate communication tools Develop formal and informal channels of communication Ensure that structure and policies support communication Listen actively and regularly Don't overdo it Let's look at each, in turn. 1 .Commit to keeping people in the know.
Leaders of high-performance organizations are predisposed to keeping their people in the know. They actively share both good news and bad. This minimizes the rumor mill, which hinders effective, accurate communication. It also contributes to an environment of trust. It sounds simple, but just making a commitment is the first step. I had a manager tell me recently that she decided to make great communication a top priority and that it's working wonders for productivity and clarity in the organization. Peter Senge, who popularized the notion of the learning organization in his popular book, The Fifth Discipline , described a place "where people continually expand their capacity to create the results they truly desire, where new and expansive patterns of thinking are nurtured, where collective aspiration is set free, and where people are continually learning how to learn together." Shared information is the fundamental ingredient in organizational learning and learning both contributes to and is dependent on effective communication. Consistently communicate progress on projects and objectives. Hazy objectives and vaguely defined tasks will destroy productivity and morale. The objectives of teams and individuals as well as the call center itself should be as concrete as possible. Projects should have clearly defined milestones, with beginning and ending points. For projects or long-term objectives, tools such as Gantt charts and flow charts can be useful for identifying resources required, showing the interrelated nature of individual tasks and tracking progress. They give focus to the mission of the workgroup and can help address questions such as: Where are we? How far have we come? What's next? They should be updated and distributed as often as something substantial changes in the ongoing direction and plans.
not believe that culture should be left to chance. As a result, they spend an inordinate amount of time understanding the organization and the people who are part of it. One of the most distinguishable aspects of a positive culture is that the vision and mission are well known and understood. Why does the call center exist? What is it working to achieve? What's in it for customers and for the organization? What's in it for employees? Take steps to build employee commitment to the vision. This should include soliciting input from employees as the vision is being developed, publishing the vision widely, and yep, using it to guide tactical, day-to-day decisions.
communication about values, on issues such as resource allocations, budgeting and workload priorities.
Conclusion
Effective communication is inseparable from effective leadership leaders are only as effective as their ability to communicate. Effective communication results in a shared understanding of what's most important. When people are aligned behind a set of compelling values, enthusiasm, commitment and significant productivity tend to follow. Seven Essential Principles of Effective Communication Download this Document for Free Print Mobile Collections Report Document Info and Rating communication Follow