Executive Leadership Training – Resolving Destructive Team Conflict
April 22, 2010 by Gail
Filed under Employee Coaching and Development
When you are building teams, it is inevitable that team conflict is going to occur. Team conflict can be good and it can be destructive. As part of your executive leadership training, you want to learn how to know the difference between good and destructive team conflict and how to resolve conflict that is destructive. Team conflict is good when there is a diversity of thoughts and ideas. This usually leads to better solutions and outcomes.
However, there is team conflict that is destructive to the productivity and effectiveness of the team. This destructive team conflict occurs when the conflict is interfering with the team reaching its goals. Left unaddressed, destructive conflict could escalate to the point where it has a major negative impact on the team. So the question becomes, what is the best course of action you can take when destructive team conflict occurs?
Why Training and Development of an Employee is Essential
March 21, 2010 by Gail
Filed under Call Center Training, Employee Coaching and Development
Training
Training is one of the most crucial ways that organizational performance can be improved. Employee training is the attempt at improving the employee’s performance, to result in overall increased organizational performance.
Provided is five reasons why training and development of an employee is essential for both the employee participant, and the organization.
Builds upon the organization’s strategy
An organizations bottom-line strategy is to provide a service/product, in return for a profit. Having a trained workforce with the KSA’s (Knowledge, Skills, and Abilities) to properly perform their delegated tasks, aids the organization in achieving their overall goals.
Training You Have To “Walk the Walk”
March 3, 2010 by Gail
Filed under Call Center Training, Employee Motivation
While Rick Johnson wrote this article a while ago, it still has many interesting points on training. As a call center manager; what do you think?
Most company executives decide to spend money on training because it is popular, especially when economic times are good. There is a view that it is “good” and it is also something that responsible leaders are supposed to do to prepare for the future. However, just spending money on training isn’t the only answer.
Training alone will not produce the kind of results that training combined with coaching and mentoring can produce. Training can increase specific skill sets but education, coaching and mentoring is necessary for complete employee development which incorporates leadership into the equation.
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The Advantages of Training and Development in the Workplace
March 3, 2010 by Gail
Filed under Call Center Training
The following article by M James helps explain what you need to know about training and development in the workplace.
In the current economic climate we find ourselves in, many businesses will be looking carefully at their HR budget. With businesses needing to tighten their belts, one of the areas which may be considered dispensable is training and development.
This article demonstrates that while many organisations may be asking the question, can we afford to spend on training and development, a more pertinent question would be, can we afford NOT to spend on training and development?
As we know, the workplace is a dynamic, fluid environment. On-the-job training and development needs may change with each new order, purchase or sale. Therefore, it is vital that your organisation is both pro-active and reactive to changing circumstances with in-house training and development.
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The Impact of Engaged Employees
March 2, 2010 by Gail
Filed under Call Center Supervisor, Employee Motivation
The desire for employee engagement-essentially emotional connections between employees and their companies may not have been so important years ago but things have changed.
The need to engage employees is critical to achieve the employee interaction and commitment required to drive your business success and compete in today’s marketplace.
That, in turn can go a long way toward building customer satisfaction, customer loyalty and company profits.
