Do you know how hard it is to keep a low employee turnover rate at a call center? Pretty hard, apparently. In the United States, roughly half of call center employees quit within a year. But at the American Express World Service Center in Florida, turnover is in the single digits. Here's why.
With some employees, it isn’t a matter of ability, it’s a matter of attitude. And while you can’t control someone’s horrible personality, you can decide how you’re going to respond. Use these scripts and strategies to confront problem employees and effectively manage employee discipline so you can bring motivating back to the forefront of your workday.
The first rule of people management is not to let one bad apple spoil your whole bunch. Difficult people can put a strain on the productive members of your team.
Make the most of your human capital. Browse our articles on the good, the bad and the ugly of People Management…
A Texas executive’s coach asked how employees would rate him as a listener. “I think they would say I’m a bad listener,” the exec replied, “but if you press them, they’ll say I always get their content.”
At school, they call it bullying. In corporate America, you might recognize it as executive hubris. The effect is the same: The person in charge shuts others down, leaving behind a demoralized culture. What makes some leaders do it?
Some ideas on getting candid feedback: To verify whether you’re hearing the truth, put mechanisms in place such as ombudsmen, hotlines and surveys. To encourage open dialogue, have lunch with small groups of employees ...
Ever notice how you can say the same exact thing to two different people, and they each take the comment completely differently? The best managers know how to give feedback to different employees. Here are nine personality types and how to handle them:
Question: What do you think will happen if a manager suggests that a female subordinate put on a bathing suit to attract new customers?