5 Ways to Motivate Team Leaders
Motivating agents is a popular topic, yet motivating team leaders has the potential to deliver more results with less input but doesn’t get the same exposure. Motivational efforts in a call centre are critical to reduce attrition and improve engagement; constant refreshing is required as once a motivational method becomes stale it can become redundant. Here are 5 methods to consider when revamping your team leader motivational efforts.
1.Leaders not Bosses
There are plenty of bosses and leaders but when it comes to organizational impact leaders are much more effective. By definition the term leader is associated with leading a group, winning or being successful whereas the definition of boss is associated with control and the verb contrives to "give (someone) orders in a domineering manner".
As Ben Connor (2014), points out bosses "demand respect simply based on their position and, if questioned, will dole out swift punishments or offer severe threats" whereas leaders "takes charge by example and those under their influence are encouraged and given direction accordingly."
Having a "Show them who's boss" mentality will result in disgruntled employees who lack motivation to do a good job.
So how will being a leader rather than a boss motivate supervisors and team leads? A leader gains respect rather demanding it, earned respect from subordinates will help leaders maintain focus and give them a sense of duty to upkeep the reputation they built up themselves.
Set up knowledge sharing workshops for your team leaders to discuss how they manage; what they have found useful and what was ineffective. Give them the opportunity to bounce ideas off peers and share tips on tweaking or changing their existing methods. Varying types and experience levels of leaders will offer different perspectives giving the individual leaders a more rounded view of a particular method and its impact.
While competitiveness amongst teams can be beneficial knowledge hoarding in an organization is a detriment to team collaboration. Rewarding leaders for sharing valuable information is one way of counteracting knowledge hoarding as well as satisfying employees through recognition (Bloomfire, 2014).
This approach will instil confidence in supervisors and give them ideas for improvement thus motivating them.
People gain varying degrees of satisfaction from their work; some are satisfied by doing the tasks themselves (intrinsic satisfaction) and others are satisfied by the reward they earn for high performance (extrinsic satisfaction).
What Satisfies your Leaders?
Try personalising the rewards structures you employ, look at your leaders’ individual passions in life, what they do in their spare time for enjoyment, for example; sports, family time, status, latest gadgets, designer brands, academic achievement, winning competitions, charity work. Turn these ‘intrinsic’ passions into ‘extrinsic’ motives; offer passions as their rewards; time off to volunteer, investment in their further education, a golfing trip of a lifetime, time off for coaching the school team, etc. Incorporate whatever it is that makes your individual leaders tick into their work to gain more commitment to the company.
Is it possible to turn it completely on its head by having their passions as part of their job? Possibly but it would require a much deeper design analysis, starting points might include; using a fantasy football league style approach for soccer fanatics or applying knowledge gained from educational courses. If this approach was to be taken the leaders themselves must be integral in the design process; this will add to their enthusiasm and ownership over it.
Share the stages of the Creativity Process with your leaders to help them understand that creative ideas take time to grow and anyone can have them, not just artists.
Humans strive for autonomy, mastery and purpose; not financial reward (Daniel Pink). The growth of crowd sourcing successes such as Linux, Apache and Wikipedia is a testament to people’s desire to be creative while not seeking financial reward. Many companies today have strategies in-house to allow their workforce to be creative while on the clock which was brought to prominence by Google; 20% of Googlers’ time is spent on projects they want to work on and the results are very favourable, so much so that many other tech giants have adopted similar initiatives. Giving your leaders the opportunity to be creative can open up many doors for your leader, their team and the company.
Remove the words "I am not creative" from your vocabulary! –Self Confessed Previous Non-Creative
Incorporate fun challenges into the monthly calendar; task your team leaders with creating a fun challenge for their team, have challenges between teams and for the team leaders themselves. Let team leader personalities shine through and highlight this as a great opportunity to showcase their creative juices in a less pressurized environment – don’t label it as fun for no reason! Team leaders can spend time in work doing something they enjoy AND that gains them brownie points from their team if done well.
Knock-on effect of a motivated team leader
A motivated leader sets an example and their enthusiasm and interest will rub off on others around them, i.e. a highly motivated leader is likely to have a highly motivated team. It is more cost effective for a company to motivate one team leader rather than all the team members but to ensure this domino effect occurs emphasis should be placed on passing on motivational techniques to team members. Having team motivation as an integral part of the team leader role will further this culture of motivation.
About Anna Byrne:
Anna Byrne is keen follower of all customer service related topics having worked on the customer service frontline for almost 7 years. She is also passionate about employee engagement having undertaken various academic research in the area. Anna combines both interests and experiences in providing rich content for scorebuddy and is a key member of their strategic team.
About Sentient Solutions:
Scorebuddy is a cloud based quality monitoring tool enabling users to easily design and build scorecards. It replaces spreadsheets and bulky add-on tools often used for quality assurance in call centers. With same day deployment, flexible performance analytics and a 'Pay-As-You-Use' model customers find it "completely meets our needs and more, it's so easy to use and intuitive, it's opened up our world of reporting". Take a free 30 day trial at scorebuddy.co.uk
Scorebuddy is a cloud based quality assessment tool for contact centers. It replaces spreadsheets and documents with web-based QA forms and reports. Customers use Scorebuddy to design and build quality forms, to score and monitor customer service performance transparently and report, analyze and share performance trends.
Published: Friday, February 21, 2014
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