If your team has low morale or toxic dynamics, the root problem may be relationships and behaviours. Here are three steps you can take to detox team dynamics and get your team back on track.
Here’s how we’d help Mina deal with this problem. You can use the same strategies when handling difficult phone calls from your own customers.
Verbalise nonverbals
The nonverbal ways Mina shows she’s listening when face-to face – body language, nodding, eye contact –aren’t much use on the phone. Mina must use her voice as a verbal equivalent of these visual signals. Saying things like ‘OK’, ‘I understand’, or ‘uh-huh’ regularly will tell her customer that she’s listening.
Do you work with someone whose reasoning defies logic? Does your boss go off the deep end at the slightest thing? Is a client driving you to distraction with unreasonable demands? You can learn to deal with people who are driven by emotions rather than logic. Here are four things to keep in mind.
A team of volunteers is presenting training on parenting skills. The scripts they have been issued with for this training are dull and uninspiring. The volunteers are nervous about speaking in public. Hedley Galt inspires the group to spice up their performance and feel confident doing so.
Library staff are feeling unsafe following an assault on a colleague at the exit door. Think Learn Succeed creates a course called Staying Safe Around Aggressive Clients.
A team of scientists wants to motivate and inspire staff who are embarking on careers in health research. Challenges include developing political awareness and promoting a reflective approach to career development. Eleanor Shakiba presents modules on Conflict Resolution and Personality Types Working Together.
Fortnightly tips and videos to inspire Difference Makers and Future Shapers as their efforts change the world.