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Communication: The Glue That Holds Business Together

To highlight the dramatic impact that Communication can have on the performance of companies, sports teams, nations and Entrepreneurs think on the following.

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HR consultants, in general, refrain from asking employees if the communication in the organisation that they work for is good, regular, clear, and most of all beneficial and inspirational.

The reason for the avoidance of this subject matter is that they, based on experience and research, can anticipate what the likely answer is – that the communication is simply bad and that in general, the workforce feels de-motivated.

The challenges, biases, and gaps in communication within the business sector between entrepreneurs and shareholders, Boards of directors and the CEO, Management and employees, and amongst the various “silos” and/or departments of larger corporations can be vast.

Diversity in the workplace, professional biases, different levels of education and awareness, variety of belief systems all impacts communication sometimes even in very subtle ways even when small teams are considered.

Related: 7 Tips For Purposeful Communication To Better Lead Your Teams

To highlight the dramatic impact that Communication can have on the performance of companies, sports teams, nations and Entrepreneurs think on the following:

  • When Rugby teams lose comprehensively, often a lack of communication on defence, is highlighted as a key factor of their demise.
  • When the general Job satisfaction in a workplace is tested as poor, employees often refer to poor and negative communication, confusing or infrequent communication by the Management team as a source of dissatisfaction.
  • When team members within a high-performance environment hold a Leader in high esteem they tend to report that their Leader is a very clear, frequent, and inspirational communicator and backs that up by action.
  • History teaches us that when a total breakdown and failure in communication occurs during negotiations between nations a devastating war can result.

Tinie Krugel the owner of KMJ Implementation Consultants and serial Entrepreneur, told the writer that communication is a key factor in ensuring a productive and motivating atmosphere in any working environment or business set-up.

Tinie emphasized that it is not only what you say that is important, but how you say it, and what impact that has on how the team members feel after the engagement. How people feel after hearing the Leadership speak can drastically impact the effect on their performance afterwards.

Related: Speed Up Production Using Communication Structures

He says that a common challenge within organisations is that communication from the top management structure usually does not go past the supervisors. This can result in mixed messages or wrong information being received by employees. It is therefore crucial to have all employees attend meetings or events where they hear the Leadership speak first-hand.

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To give all team members a voice, make them feel that they are being heard, and allowing them to make a positive contribution to something larger than themselves as individual team members can contribute to a motivating business environment.

Tinies’ rule of thumb is to in general, find at least four “positive “aspects to highlight for each “negative” one mentioned when engaging team members. Additional sound advice from him is to have team members take part in problem solving efforts in a creative way and demonstrate that their input is valued at all times. Show through the way that you communicate that you care about all team members as people.

He advises against using e-mail as the main source of communication within a business environment as it can be interpreted in as many ways as the amount of people reading it.

Open, positive, and personal communication where a feedback loop is a prominent part of the system is to be advised, then it is relatively easy to assess how the communication was received.

Related: How SA’s Management and Communication is Failing

When designing your communication strategy consider that Leaders and Entrepreneurs in general must be able to verbally “sell” their Vision and values with a high level of enthusiasm to all stakeholders including employees and investors. Excellent communicators are wonderful story tellers and can inspire others to become Leaders.

In summary, communicate frequently and in an inspiring way. Win your teams’ hearts and minds by “selling” your Vision and values to them with boundless enthusiasm. Focus on the positive yet do not shy away from the negative. Address all employees under one roof as often as possible. Ensure that there is a feedback loop and a platform for all team members to voice their opinions. Demonstrate that you care about all of your team members and make them feel good in general in a sincere way.

 

Dirk Coetsee is a Leadership advisor and training facilitator. You can contact Dirk at: djc@visionary.org.za

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Managing Staff

8 Ways To Upskill Your Call Centre Team Before Year-End

For South African call centres, November is the busiest month of the year, so to get in on the action, it’s only appropriate for Olico to provide a few tips on how to upskill your call centre agents.

Gareth Moutain

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As we’re heading into the 2017 home-stretch, many companies will be concerned about hitting those final sales figures. Apart from being a tough year financially, traditionally sales tend to lag behind at this stage. But there is hope.

For South African call centres, November is the busiest month of the year, so to get in on the action, it’s only appropriate for Olico to provide a few tips on how to upskill your call centre agents.

1. For sales, balance is key

A firmly held belief is that the more leads allocated per seat, the more sales that seat will bring in. That’s incorrect. Give the agent too many leads, and they will give up too easily on a call, stopping at the first hurdle experienced. Too few leads mean they might miss out on sales opportunities. Finding the right balance is essential, bearing in mind that all leads should be made the most of.

2. Improve the opening script

In a call centre environment, agents must know how to capitalise on that brief period of time to get a foot in the door. The opening script is absolutely vital, and it can be enhanced by simply adding personalisation to it. Make sure the person is greeted by their name/surname, with agents encouraged to add some energy to the lines to make it stand out from other call clutter.

Related: The Festive Season Might Be Over, But There’s No Rest For Call Centres

3. Provide the origin of the lead

Tying in closely to the above, sales will improve if agents know where the lead comes from. If the lead is from a person who responded to an email campaign, it must be mentioned in the script. Once the person knows the call is related to a request they sent, they will immediately form rapport with the call centre agent.

4. Product refresh training

Much like a car sometimes need a retouch to bring back the shine, so too do call centre agents need a refresh on the products they are selling. Products also evolve, so providing agents with a short course on new benefits, while re-emphasising the key ones, is a great idea.

5. Objection handling

Closing a sale through the telephone is hard work, and call centre agents must be made aware of all the tricks of the trade to seal the deal. If a consumer is not keen, sell harder. If there are regular excuses, find their counterpoints. Is the client’s home language isiZulu? Find the agent who can help. Give them a reason to stay on the phone.

6. Stick to the appointment

Time is money they say, so if the person requested a call back on a specific time, make sure the appointment is kept. Customers don’t respond well if a time slot was missed and yet another call catches them at a bad time.

Related: Why Tyra Banks Cold-Called Zappos’s Tony Hsieh

7. Improve quote ratios

It’s easy – more quotes mean more sales. If the potential customer is provided with a quote, the chances of them converting to a sale is considerably more certain. Where the problem comes in, is guiding a lead through the call to be able to quote. For call centres this means tailoring the script to elegantly move from “Good morning, Mr. Williams,” to “Our life policy will cost you R350 per month”.

8. Incentivise!

With the holidays and Christmas coming up, everyone needs that extra cash, that’s why the time is now to really incentivise sales. Big paydays for agents and teams who sell the most will provide the kindling needed to get those sales fires burning.

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Managing Staff

How To Avoid People Leaving Your Company

How can entrepreneurs ensure a better business model to limit the impact of high staff turnover in these environments?

Joel Stransky

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If your business requires a call centre or service centre environment the chances are that you will find yourself faced with a high staff turnover (attrition rate) versus other departments in your business.

The main reason is a generational issue as these environments are increasingly being staffed by members from the Generation Y cohort, also known as Millennials, with digital natives from Generation Z looming on the horizon.

How can entrepreneurs ensure a better business model to limit the impact of high staff turnover in these environments?

Related: 11 SA Entrepreneurs on What They’ve Learnt About Managing Staff

Understand why staff turnover is high

Firstly, technology innovation regularly introduces new skills and competencies that staff is required to learn, while also creating some degree of uncertainty with regard to what the future holds in terms of job security.

Secondly, the call centre or service centre environment is often considered a stepping stone to other career paths, and is seldom viewed as a long-term job prospect.

Thirdly, the perceived lack of career opportunities, coupled with other challenges such as low levels of stimulation; a tough sales-based environment, and hierarchical management structures1, all make the call centre a unique and complex environment where staff has a short lifespan.

Talent acquisition

As an entrepreneur, anticipating and proactively addressing talent issues requires a focused acquisition strategy. Finding ways to better predict performance alongside traditional methods of assessing candidates has become a top priority. And it is not only about whether new hires have the skill-set to perform in the role but also do they fit into your company culture.

Traditional assessments such as psychometric testing can deliver some insights about potential employees, but the reality is that these tests only accurately measure between 16 to 20% of key performance predictors.

Related: How To Keep Your Sales Staff Focused On The Future

In addition, the skills required in a modern multi-channel call centre are varied as staff need to engage via various mediums such as social media and email, not just over the phone.

Companies therefore need the ability to match core competencies/skills with the job role, while also ascertaining both written and verbal skill sets.

As such, it has become increasingly complex to assess which candidates will be a good fit for the call centre environment when relying on traditional assessments alone.

Understand your talent to manage staff turnover

Once hired, the ability to understand your employees and track their talent lifecycle can help to identify early warning signs of discontent and consideration of leaving, which is highly beneficial to your business.

There are technologies today which allow you to do just this. By understanding your employees better you can intervene to hopefully address their concerns and secure their continued service, or plan for the attrition to ensure a smoother transition by finding a replacement before they leave.

It is important to limit the financial impact that empty seats in a call centre can have on your bottom line as it limits the risk of sales targets not being met, and helps ensure that customer engagement and satisfaction goals are not compromised.

Related: How To Know If You’re Focusing On The Wrong Types Of Staff Skill Enhancement

Boost performance

By better understanding call centre employees, your managers will develop more robust strategies to boost both workforce performance and job satisfaction, which is of particular importance to Millennials.

By understanding employees better, career planning and progression can also become more focused by aligning skills or helping to identify weak areas that require improvement. This personal development will help employees feel like they are growing and advancing.

Today entrepreneurs have access to technology, specifically Artificial Intelligence (AI) that are being used to support a stronger talent acquisition and staff development business model.

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These 4 Types Of ‘Nightmare Managers’ Are Scaring Employees Away

You don’t have to drive to the local cinemaplex to see “It,” to see monsters in action. Just check your workplace.

Andre Lavoie

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Things that go bump in the night, monsters hiding under the bed and terrifying clowns called “It”: These are the things nightmares are made of. But for some employees, the scariest part of their day isn’t a movie; it’s dealing with bad managers.

While no one sets out to be a bad manager, this scenario happens and all too often. In fact, one in two employees surveyed by Gallup in 2015 said they had left jobs to get away from a bad manager.

Since managers are the main sources for employee motivation, productivity, happiness and retention, one who’s a “nightmare”  can wreak more damage than just unhappy employees. Even with today’s technology and resources, managers continue to make major mistakes – and that can hurt the bottom line at the same time it costs companies quality employees.

The solution? Be aware of the habits that could make your managers a nightmare, and don’t get tangled in that web to begin with.

Related: Fighting Sleep Is A Losing Management Strategy. Let Your Employees Take Naps

Here are four examples of managers who haunt employees long after the workday has ended – and how to avoid becoming one:

1The poor “people” person

A manager who doesn’t interact well with people sounds like an oxymoron, but these individuals exist. When someone who doesn’t work well with others is in charge of a team, the entire company dynamic becomes derailed.

One of the biggest things that suffers is free-flowing communication. OfficeVibe’s August State of Employee Engagement report found that 31 percent of employees polled wished their manager communicated with them more frequently.

Unfortunately, however, a manager categorized as a “poor people person” may actually be uncomfortable communicating and dealing with critical employee situations.

For some managers, this type of bad management style will be easy to avoid. However, others will have to overcome their natural tendencies to stray away from social situations. This means that leaders have to assess personality types and understand which people skills that certain managers lack may need improving.

The best place to get information is from your current team members. Because they may feel they’re being put into an awkward situation, you might offer an anonymous survey. Ask how frequently your employees would like to speak with management and in what format, and whether they feel management is opening up and communicating with them on the level they need.

2The self-involved manager

Quality managers have a knack for motivating their entire team toward one end goal – the company’s mission. While this is accomplished by setting and pursuing personal and company goals, good team leaders know how to invoke passion from employees and help them succeed on every front.

The self-involved manager, on the other hand, has no awareness of anyone’s goals but his or her own. This is why the incidence of managers taking credit for their team’s hard work and not empowering employees happens all too frequently.

Self-involved managers may seem successful due to their ability to hit goals and make the numbers move, but that’s all they’re interested in.

For managers who want to improve, a good place to focus on is the greater good of the company. In this regard, managers need to know exactly where employees stand with their individual goals, the nature of their personal missions and where they picture the company moving to.

Ignoring this kind of detail about employees may make managers seem self-involved, and employees will quickly lose trust in their leadership.

Sit down for weekly meetings or create an online chat room where managers and employees can come together. Make this a safe place for all to share their personal goals or discuss where they hope to see the company in a few years. Offer advice, step-by-step guides or continuing education courses to help employees reach their greatest potential.

Related: To Have An Innovative Company, Let Your Employees Take The Reins

3The overly involved manager

This type of manager often wears a mask of popularity and is frequently involved in a small company or startup. “Overly involved” doesn’t simply refer to the micromanager who has to be in on every project, opinion and decision. Overly involved managers take things a step further and try to meddle in every aspect of their employees’ lives.

While it is important to care about team members as more than just employees, there is a fine line between being a caring manager and becoming a close friend. Going beyond that point can make employees uncomfortable and even make it difficult to manage them.

Employees, meanwhile, may appear to like this type of manager, but his or her inability to successfully lead and manage will eventually cause the team to feel stagnant.

Rather than focusing on getting employees to like them, managers should look at what boosts those employees’ productivity, motivation and passion. Knowing what makes them tick inside and outside of work will help bosses lead their teams to victory. Remember to keep things professional in order to maintain employees’ respect for management and the company.

4The indecisive manager

These managers are infamous for being hard to please. From their perspective, they’re simply putting the company’s best foot forward and perfecting employees’ projects and tasks. But being unpredictable makes for a scary workplace situation. Employees are left feeling uneasy, apt to second-guess themselves and overly critical of co-workers.

Related: What Are Your Employees Doing When You’re Not Looking?

Once indecisive managers become known for their lack of predictability, morale and creativity get thrown out the window. Employees need to feel safe in their working environment, especially with the person who is reviewing and assessing their final products.

So, loosen the reins a bit and have employees take control of their projects. When necessary, post guidelines in a shared drive, like Google Docs, to offer direction when employees need it, and don’t forget to always be available for questions.

It’s okay to make small changes to these guidelines, but don’t jump in and change them too frequently. Let team members know they can always expect a supportive and guiding hand from management when needed.

This article was originally posted here on Entrepreneur.com.

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