If you are a call centre leader, and your centre has a well structured program which is administered by a designated person, your job is half done. Usually the ceremonies are all booked and planned, you just have to show up, hand out the certificates, gift cards, prizes…maybe say a few words, but basically – …

This is a guest post from Dr. Greg Waddell. Management and Leadership are two very different systems of human behavior. Both are essential to the success of an organization; yet, like the repulsing polarity of two magnets, they push against one another and, if not kept in balance, can end up ejecting one or the …

Many people are used to reading or hearing of the moral benefits of attention to business ethics. However, there are other types of benefits, as well. The following list describes various types of benefits from managing ethics in the workplace. 1. Attention to business ethics has substantially improved society. A matter of decades ago, children …

I’m currently doing research for a book on reward and recognition in call centres – what’s new, some fresh ideas, what motivates reps these days, etc and preliminary results show that 100% of the companies surveyed so far have some type of program. I thought it might be interesting to share some preliminary results with …

Mistakes happen but no one likes to make them. And certainly very few of us like to admit to them. The good news is that mistakes, even big ones, don’t have to leave a permanent mark on your career. Here’s how you can recover quickly and use the experience to learn and grow. 1. Fess …

Many of my coaching clients have trouble delegating. It’s an essential skill of managers and leaders because delegation frees up time as well as develops people. Here is a simple 5 step delegation model to assure what you delegate meets your expectations. 1. Identify the need – What are you doing that someone else could …

Business ethics in the workplace is about prioritizing moral values for the workplace and ensuring behaviors are aligned with those values — it’s values management. Yet, myths abound about business ethics. Some of these myths arise from general confusion about the notion of ethics. Other myths arise from narrow or simplistic views of ethical dilemmas. …

In my last half-dozen posts I have been focusing on system theories of organization. I have done this because practitioners of organization development depend upon theories about what makes organizations tick. Nothing so practical as a good theory said Kurt Lewin, the mind behind action research. Well-thought-out theories help us sort patterns and produce hypotheses …

At the Fresh Tracks office we recently got together as a team look at the issue of trust. It made me realise how much we take trust for granted when it’s there, and how much extra work a lack of trust can create. Although our session included event managers, admin staff and senior managers, it …

Business MUST adopt and USE a social networking and social media marketing strategy NOW – or risk being left in the dust.