您当前的位置是:  首页 > technology > Call Center > Operation management >
当前位置:首页 > technology > Call Center > Operation management > China Mobile Online Foshan Branch Team Management: How to Lead a Team

China Mobile Online Foshan Branch Team Management: How to Lead a Team

2018-04-23 09:08:03 Author: Source:CTI ForumComment:0  Click:


The team is a small unit in the enterprise as a whole and it can be optimized in part. Therefore, doing a good job of team management is of great importance to the company. So how do you manage your team? Guangdong Provincial Provincial Gold Medal Lecturer Kong Xie shared the theme of “How to Lead a Team in Team Management”.
(The picture shows the main character of this article)
Before the formal entry into the project, I first started with my own growth experience, aroused the sympathy of the squad leader and reserve talents, and then throw the squad leader's role? She pointed out that the customer service team leader is the executor and coordinator for the customer service center: the customer team monitor serves as the grassroots manager of the customer service center, and is also the executor of the customer service center/indoor work objectives, how the work measures are performed, and the detailed operations are performed. At the same time, it is also the communicator and coordinator who actively responds to the situation of front-line employees. The customer's team leader is the leader and leader for the team members: the customer service team leader is the direct manager of the team members, assists the team in defining the overall goal, formulates the action plan, guides the team members to complete the work objectives, and builds the team. Atmosphere, promote team awareness, focus on employee life, and promote employee passion.
The focus of work on the management of the team is divided into three areas: things, people, and heart. Focusing on matters-slightly categorizing: Focusing on the complexity of team management tasks, we need to make arrangements for the implementation of plans and implementation plans in accordance with the degree of importance and urgency; cultivate key players to enhance participation: establish benchmarks for teams and groups according to business abilities and teamwork. Do a good job in the division of labor within the team, mutual supervision; clear system to build the platform: establish an effective communication platform, timely upload and release to ensure the implementation of the implementation of the work in place; set up team business, management of the case base, in particular, enrich the work of the service case library So that good experiences can be better replicated later. Concerned about people-life: People's understanding of employees' family situation, personality and hobbies, and work demands are three-dimensional. They are ready for future work guidance and planning. Emotions are more concerned: Customer service is an emotional control work. Employees' work attitude and emotional grooming have a positive impact on work; work communicates more: Understand the team structure, make a good classification and guidance from the working years, work willingness, and work ability dimensions, establish a good atmosphere for communication, and pay attention to different personalities. Employees communicate more and listen to each other, more guidance, more affirmation, more encouragement, and less accusations. Use different communication methods and tools: personality color science, Jiugong personality, barrier-free communication and so on. Focus on the heart--establish a barrier-free communication platform (business mutual aid group, Wechat transaction group, micro-confidence group share group, etc.); carry out festival theme activities, normal team activities; clarify the team's common goals and enhance the team's determination.
As the curriculum progresses, we have introduced to everyone the two essential capabilities of the monitor: "the degree of tolerance" and "effective communication." From a picture: The young eagle saved from the wild does not eat, so he uses the model of the eagle head to feed. This story tells us. Love, to use the way the other person likes and accepts to express and give ... Each person in the team has a big difference in personality, how to use different ways of expression and communication? The premise is that you need to learn to "understand" them and have tolerance. Effective communication includes three key steps: “listen,” “guide,” and “method.” In communication, 70% of communication is listening and 30% is guidance + method. Listening allows employees to feel respected and is a good beginning for communication work. It does not interrupt or deny during the listening process. It allows employees to express their willingness to express themselves. The key information (life, work) is recorded in the communication process, and definitely allows Employees feel very concerned and valued. Guidance is an acceptance of the communication process. It is recommended to use open-ended questions and use closed questions to guide thinking. The quickest and most effective way to communicate is to “copy”, share tips and techniques of good people, do data supervision after communication, follow-up encouragement and affirmation of personnel, and have the basis of facts, we must enhance the self-confidence of members in public. heart.
In the end, 绮妍 throws out "the choice is more important than hard work". The squad leader position is a good exercise platform. The squad leadership is a team management job. Compared with other job roles, it is a different exercise platform. The experience, the gains, and other positions cannot be replaced. It can provide a lot of good opportunities for improving comprehensive capabilities. Encourage and look forward to the broad masses of first-line partners and choose to join the team of squad leaders.
[Disclaimer] This article only represents the author's own opinion and has nothing to do with the CTI Forum. The CTI Forum maintains its neutrality in the presentation of statements and opinions, and does not provide any express or implied warranty for the accuracy, reliability or completeness of the contents contained therein. Readers are for reference only, and please bear full responsibility for yourself.

Topics