Words have the power to build up or to tear down.
The way managers and team leaders communicate within call centres has massive impact on the people within the business and, by knock-on effect, on the customers with whom they communicate. Here Nick Drake-Knight shares his experiences with us.
I’ve identified a series of the most common damaging phrases I’ve overheard in call centres. These language patterns are toxic and cause psychological discomfort to call centre colleagues, and to their customers if they are ‘transmitted through infection’.
So, what are some of these damaging language patterns?
1. Never say…
“What you NEED to do …”
“What you SHOULD do …”
“What you MUST do …”
Should, must, ought to, have to, have got to, and need to are words or phases that demand something of an individual. By using such demanding language a call centre leader is (perhaps without even knowing) placing an irrational suggestion into the mind of the team member.
In reality, the team member doesn’t have to do anything at all. There may be repercussions for her if she doesn’t do what is being demanded, but the fact remains that the team member can do whatever she damn well chooses!
The use of such emotive language has no place in a professional call centre that cares for its people. It’s not even particularly effective. It merely creates temporary compliance.
As one of our colleagues sometimes comments,
“That manager just musts all over his staff. It’s very messy.”
People who consistently use this type of language are known as must debators, or mustabators. Mustabator language has no place in coaching call centre staff.
No comments:
Post a Comment