3rd Party Remote Call Monitoring Feature

If you haven’t actually worked for one, you’ve probably heard of the team leaders from you-know-where: Those difficult people who can make just showing up at work a nightmare in itself.

The problem is especially acute in the call center, where turnover is already high, and a clueless leader can do ongoing, permanent damage. To that point, one leader in the field has come up with some guidelines.

Carolyn Blunt, managing director of the U.K.-based Real Results training company, posted a blog recently outlining five mistakes every team leader should strive to avoid. They’re worth a quick look:

Speaking in Anger: “Never approach the subject when your emotions are hooked,” she advises. “Noticing what that feels like is a key part of emotional intelligence. You will feel rattled, annoyed, irritated, passionate, or any other form of ‘red’ emotion. Instead, wait for those temporary feelings to pass and the heat to leave the situation.”

Being Inconsistent In Your Leadership and Attitude: “Being able to recognize the need to flex your style and bring out the best in others, while still remaining consistent to your authentic personality baseline, is a skill that will result in you being able to exude charisma and appeal to the majority, not the minority,” Blunt says.

Lacking Self-Awareness: “If you have the opportunity to gather anonymous feedback on your leadership performance, then grab this scary but fantastic opportunity,” she suggests. “Even the most self-aware leaders can benefit from a 360-[degree] feedback exercise.”

Getting Stuck in a Rut: “The most innovative and high-performing leaders look upwards and outwards to gather best practice, ideas and information to bring back to their organization,” Blunt says. “The ability to make time to formulate a clear vision, identify the areas you want to work on and then go find answers will set you apart from the crowd.”

Overlooking the Need to Set Clear Goals and Action Plans: “Every evening, set three goals for the following day; what will define tomorrow as a success?” Blunt asks. “These three things should be the main focus of your priority; get them off your plate early in the day so you are not sabotaged by distractions or firefighting.”

Blunt goes on in greater detail for her suggestions in the blog post. To see everything she has to say, click HERE.