Leaders are not created magically, but emerge over time from a continuous process of being challenged, meeting the challenge, reflecting on what was learned, and applying it to the next challenge.
It turns out that great leaders are not only good at getting work done, but also at the way they get that work done. When a leader is acknowledged as "good" or even "great," there are always some things that distinguish them from the pack.
1. Great leaders take risks.
Whether they know it or not, great leaders do things others haven't done
Recruiting is ripe for change. We've been doing things pretty much the same for 50 years. We need leadership that is taking risks and trying out new approaches.
2. Great leaders adopt new technologies and processes.
Another characteristic of great leaders is their ability to embrace technology or processes that give them a competitive edge. They are early to see the advantages in the new
Leading recruiters are experimenting right now with social networking.
3. Great leaders build teams.
Good leaders also build strong teams. They often hire people as smart or smarter than themselves. They pose what seem like unrealistic goals, and challenge their teams to exceed those goals.
The people in these teams frequently have widely varied but complementary skills. A great recruiting team, at one organization, is made up of a few Internet and IT technologists, a systems and process expert, a statistician and a handful of recruiters who leverage technology and outsource a large percentage of hiring to trusted partners.
4. Great leaders create networks and stay attached to the external world.
Good recruiting leaders are well connected to the outside world. Effective leaders may have hundreds of contacts in a variety of occupations and organizations. They stay in contact by email, telephone, and with face-to-face chats on a frequent basis.
Tuesday, July 21, 2009
Talent Retention & Progression
After seeing the glowing reports from last Quarter , I am confident in juggling the children and work (not really a problem!)and is in search of a more challenging role that matches her skills, experience and expertise.
I want to make career progression, not career maintenance.
Talent retention is becoming harder to achieve these days but in this competitive world we got to retain the talent as well as exhibit the talent in a better way and should have handson updates as well.
I want to make career progression, not career maintenance.
Talent retention is becoming harder to achieve these days but in this competitive world we got to retain the talent as well as exhibit the talent in a better way and should have handson updates as well.
Wednesday, July 1, 2009
Tips for Talking on
Effective listening is perhaps the most valuable skill you can teach your Customer Service team. It is the linchpin in a needs-based, consultative service strategy that determines and delivers what the customer needs and wants.
Simply put, listening enables reps to draw customers into an interactive conversation in which they can ask perceptive questions, probe for reactions, and respond to those reactions appropriately.
But most people aren't natural listeners, let alone trained in the art of listening. That's probable because real listening involves letting go of ego---temporarily subjugating one's own agenda in the interest of understanding another's message. The fact is, however, that most of us either don't hear the message at all, or hear it but misinterpret its meaning.
Listening can be especially, and understandably, difficult for Customer Service Reps because they are under pressure to handle a volume of calls, and therefore are concentrating on what they have to say next instead of paying close attention to what the customer is actually communicating. Nevertheless, there are techniques you can teach reps to use that will demonstrate real interest in the customer--an excellent way to establish rapport and a powerful form of communication.
Tips and Tactics
Listening involves several steps: hearing what is said; interpreting what it really means; and responding in a positive way that shows that the message has been understood and is considered important. There is virtually no better way to create a favorable impression than by showing others that you are interested in and value their opinions. Moreover, it is sometimes the only way you can elicit attitudes and discover needs--information that is crucial to satisfying the customer.
Here are some simple tactics for effective listening:
∆ Tune out distractions and focus on each call as if it were the most important of the day
∆ Concentrate on what the customer is saying rather than thinking about what YOU want to say
∆ Don't interrupt; a customer's willingness to talk, within a reasonable time period, represents a golden opportunity to find out the problem / situation
∆ Don't jump to conclusions
∆ Become attuned to tone of voice and inflection; these can be as telling as the words themselves
∆ Occasionally repeat what the customer has said--it shows attention and comprehension
∆ Ask for clarification if a statement or objection is vague
∆ Create rapport by smiling (even in telephone sales a smile can be HEARD through the phone!)
∆ Take notes to be sure you remember the customer's key points
∆ Be familiar with common questions and problems and practice responding in a natural, conversational manner
∆ Control your emotions and be courteous, no matter how rude the customer might be
∆ Continually evaluate whether you are asking the right questions to uncover and solve the problem
Simply put, listening enables reps to draw customers into an interactive conversation in which they can ask perceptive questions, probe for reactions, and respond to those reactions appropriately.
But most people aren't natural listeners, let alone trained in the art of listening. That's probable because real listening involves letting go of ego---temporarily subjugating one's own agenda in the interest of understanding another's message. The fact is, however, that most of us either don't hear the message at all, or hear it but misinterpret its meaning.
Listening can be especially, and understandably, difficult for Customer Service Reps because they are under pressure to handle a volume of calls, and therefore are concentrating on what they have to say next instead of paying close attention to what the customer is actually communicating. Nevertheless, there are techniques you can teach reps to use that will demonstrate real interest in the customer--an excellent way to establish rapport and a powerful form of communication.
Tips and Tactics
Listening involves several steps: hearing what is said; interpreting what it really means; and responding in a positive way that shows that the message has been understood and is considered important. There is virtually no better way to create a favorable impression than by showing others that you are interested in and value their opinions. Moreover, it is sometimes the only way you can elicit attitudes and discover needs--information that is crucial to satisfying the customer.
Here are some simple tactics for effective listening:
∆ Tune out distractions and focus on each call as if it were the most important of the day
∆ Concentrate on what the customer is saying rather than thinking about what YOU want to say
∆ Don't interrupt; a customer's willingness to talk, within a reasonable time period, represents a golden opportunity to find out the problem / situation
∆ Don't jump to conclusions
∆ Become attuned to tone of voice and inflection; these can be as telling as the words themselves
∆ Occasionally repeat what the customer has said--it shows attention and comprehension
∆ Ask for clarification if a statement or objection is vague
∆ Create rapport by smiling (even in telephone sales a smile can be HEARD through the phone!)
∆ Take notes to be sure you remember the customer's key points
∆ Be familiar with common questions and problems and practice responding in a natural, conversational manner
∆ Control your emotions and be courteous, no matter how rude the customer might be
∆ Continually evaluate whether you are asking the right questions to uncover and solve the problem
Subscribe to:
Posts (Atom)