CallCenterBestPractices.com » individual behavior http://www.callcenterbestpractices.com Call Center Performance Success Insider's Club Thu, 29 Jul 2010 03:29:03 +0000 http://wordpress.org/?v=2.8.4 en hourly 1 Coaching Does Not Occur in a Vacuum – Successful Coaching Involves Six Key Stages http://www.callcenterbestpractices.com/coaching-does-not-occur-in-a-vacuum-successful-coaching-involves-six-key-stages-2/ http://www.callcenterbestpractices.com/coaching-does-not-occur-in-a-vacuum-successful-coaching-involves-six-key-stages-2/#comments Sat, 26 Jun 2010 03:27:21 +0000 Gail http://www.callcenterbestpractices.com/?p=2479 Coaching Does Not Occur in a Vacuum – Successful Coaching Involves Six Key Stages

Coaching does not just happen without an organizational culture that supports coaching and a coaching plan. Successful coaching involves six key stages: (1) create a coaching climate, (2) investigate the coaching opportunities, (3) develop a coaching plan, (4) discuss the coaching opportunities with the employee, (5) coach the employee, and (6) evaluate the coaching process.

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]]> http://www.callcenterbestpractices.com/coaching-does-not-occur-in-a-vacuum-successful-coaching-involves-six-key-stages-2/feed/ 0 Understanding Individual Behavior: Motivation http://www.callcenterbestpractices.com/understanding-individual-behavior-motivation/ http://www.callcenterbestpractices.com/understanding-individual-behavior-motivation/#comments Thu, 09 Jul 2009 11:59:40 +0000 Angie http://www.callcenterbestpractices.com/?p=1647 Description:

This module will help to identify your philosophies on motivation, examine motivational strategies to apply to specific situations, and demonstrate the importance of identifying employee motivators.

Objectives:

By the end of this module, you will be able to:

  • Explain the supervisor’s role in helping employees achieve satisfaction of their needs.
  • Identify motivational strategies that can be applied in work situations.
  • Properly utilize motivational strategies.

Module Contents:

  • Definition of Motivation
  • Two Dimensions of Motivation
  • 5 Characteristics of Motives
  • Theory X   Theory Y
  • What Do People Want from their Jobs?
  • Motivator   Hygiene Theory
  • Hierarchy of Needs Theory
  • Discovering Your Needs
  • Needs Analysis
  • Motivating Workers
  • Case Studies

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