There are snarky little signs and cartoons posted all around us. It’s humorous and it makes us smile. But as leaders, do we really want to share it? promote it? have people associate it with us?
Are you unintentionally sending the wrong message? Look
for these clues…
- You say you have an open door policy but what greets anyone who knocks on your door? While this sign has a grain of truth in it, for all of the times we listen to issues that are important for us to know, we need to foster an environment where employees trust us to want to know and raise issues when they should. And, yes, it means that occasionally we deal with information that is not important or relevant.
You encourage agents to bring issues to you yet unspoken attitudes may hinder employees from asking a question or presenting an idea that represents creative thinking but perhaps is a little beyond the scope of their normal roles. Honestly, some of the best, most productive ideas have come from agents speaking with customers on a daily basis. As leaders, we need to do everything we can to listen. And we need to thank them for considering alternatives and request that they continue to do this for us. Not every idea will merit serious consideration. If the suggestion isn’t possible or practical, explain why so the agent knows the idea was at least heard.- Your agents refer to you and other managers as wallflowers because you never walk through the call center, you stay along the wall and skirt any real contact with the agents. Choose a different path each time you walk through the center. Talk to agents, get to know them. This practice will build trust and give you an early warning system if things ever start to go awry.
- You want agents to adhere to schedules but your schedule is never posted and supervisors are never sure when you will be available. Our schedules are as fluid as our priorities. We still need to try. Our number one role as leaders is to lead. Treat that role as the first priority.
- Some acronyms are funny but not motivating. I once worked on the PITA project for several months, trying to figure out what it stood for only to discover the project manager had dubbed it PITA because she deemed it a Pain In The Ass, it was difficult to feel that the efforts on the project would be appreciated. So, be mindful of acronyms we use, they send powerful messages. A better example is that ICMI advocates SAFE for coaching and development.