What is it? In its simplest form, a helpdesk is a group of people assigned to assist customers in solving their problems. There are many different types of helpdesks and they are called by a variety of different names depending on the function that they serve, however the main point to make clear is that their purpose […]
Diagram of a matrix organisation (Photo credit: Wikipedia) With large projects having all the required resources to hand is sometimes a difficult job in itself. While systems and hardware are easily acquired, the skills and specializations that people can bring to bear need time to develop. You could “hire” for it, but to some extent,
MATRIX MANAGEMENT AND PROJECTS Read More »
As a manager, it is a key requirement to ensure that your team is appropriately trained on the minutiae of the job. How to find customer information, how to respond to customers, dealing with Irate customers and troubleshooting issues are obviously all things that you would ensure that your team receives. However, how important is
MANAGEMENT TRAINING AND SELF IMPROVEMENT Read More »
Management of teams in a call center environment is never easy. Depending on your industry and your hours of operation not only do you often have to provide services and support during holiday periods, you often have to do it with a skeleton staff. If those employees are on the bottom end of your performance
THE UPS AND DOWNS OF PERFORMANCE MANAGMENT – USING A BELL CURVE Read More »
Goals are essential tools for driving behavior and helping organizations achieve desired outcomes. However, to be truly effective, goals must be clearly stated, well-defined, and aligned with broader organizational objectives. When thoughtfully designed and rigorously tracked, goals not only increase motivation and performance but also provide clarity regarding job expectations. Why Well-Defined Goals Matter Poorly
The Power of Goals: SMART, OKRs, and Effective Methodologies for Success Read More »
Motivating staff for the best performance possible is a matter of finding the right drivers that interest them and reinforcing those drivers while providing negative reinforcement on other, unwanted behaviors. There are two main types of theories to motivate employees – the content theory (motivation is internally based on employee needs and wants) and process theory (external
MOTIVATION AND THEORIES OF MOTIVATION Read More »
The General Adaptation Syndrome (GAS) is a model that describes the body’s response to stress. It consists of three stages Impact of Stress on Work Performance Employees experiencing negative stress (distress) often show signs of decreased performance at work. In the alarm and resistance stages, this might manifest as inattentiveness, carelessness, and increased errors. As
STRESS AND BURNOUT Read More »
Stress on the job is an unfortunate fact of life and probably something that is here to stay until the inevitable robot uprising (probably another cause for stress to be honest) but controlling our reactions to the stress we experience on the job is a crucial component of work–life satisfaction. Some common strategies for reducing
STRESS AND WELLBEING Read More »
The Social Science of Organizational Behavior (OB) Organizational Behavior (OB) is a social science focused on understanding human interactions, processes, and dynamics within a workplace setting. Unlike hard sciences such as Physics and Chemistry, OB delves into the intricacies of human behavior, relationships, and how these influence organizational effectiveness. It examines how various factors, including
ORGANIZATIONAL BEHAVIOR AND ITS RELATIONSHIP TO MANAGEMENT Read More »
PRINCE2 stands for PRojects IN Controlled Environments and is a very popular method for effective Project Management. PROJECT MANAGEMENT While PRINCE2 is one way of managing Projects, it is worthwhile defining what exactly a project is and why it needs management in the first place! A project is specific task/role that needs to be completed to meet certain
