Tuesday, December 11, 2007

Innovation within a call center - how are team members provided with guidance and coaching?

If you are asking about innovation in how team members handle calls here are some suggestions about behaviors that are important to develop: RESPONDING, IMPROVISING and REALIZING.



RESPONDING is about following what callers have to say, receiving, clarifying and understanding the information they provide and the needs they express.

IMPROVISING
is about leading callers despite their often unpredictable way of communicating their needs and their unpredictable responses to questions.

REALIZING is about implementing the objectives of the call center however they are defined in terms of productivity, quality and service, for example.

Coaching these behaviors together will develop the important competency, innovation. These and other behaviors and competencies are shown in their interrelationships in the self-coaching model, Leadership for Collaboration and Innovation.

Thursday, December 06, 2007

How does religious diversity impact team performance?

The person who asked this question explained, "I am doing a group project on Management class and there is not much information on this topic. We have 4 people in group and their parts are age, culture, gender. Mine is religion, religion's impact on teamwork, that's team performance." Here's my answer.

Rather than a complete answer, here's a potential starting point.

I have concluded that team performance is something to do with competences in visualization, organization, collaboration and contribution for team success. The performance of a religiously diverse team will be impacted according to the degree to which the values of the traditions represented in the team can be used to support these competencies.

The same is true for differences in age, culture and gender. I suspect there is "not much on this topic" because there is not too much to be learned from generalizations. What you need it a case study! To get to the specifics for religion, try turning your "group" into a team! Explore everyone's religious affiliation and see how each supports visualization, organization, collaboration and contribution for team success.

I referred the questioner to the self-coaching model, Leadership for Collaboration and Innovation. The same competencies are in this model, so I expect the questioner's project will quickly reveal the leadership challenges and opportunities in a religiously diverse team.