Telephone Etiquette in Problem Solving

You can not solve a problem with the same mind that created it ” by Albert Einstein.

Two issues that affect the problem solving capabilities of people are that they focus less on problem identification and more on problem solving and they do not think explore the problem from different angles.

There is a famous incident quoted by General Motors where a person who bought a GM car encountered a strange problem – every night he would go to buy ice cream from a nearby store and on the night he bought vanilla ice cream the car would stall. This seemed ludicrous but the company took him seriously and send an engineer who after days of observation identified a critical problem. Why only the vanilla flavor created this problem? – This was because the vanilla flavor sat in the front of the store and the time frame was the critical contributing factor. But the willingness of the engineer to listen and explore without a pre-determined mindset was what resolved the issue. These are important elements in problem solving.

MMM often conducts training for BPOs on telephone etiquette as part of the problem solving program because the agents solve customer issues through phone conversations. This can be frustrating for the agents, as they do not get to watch the reactions and body language of the customers. So good telephone etiquette with the capability of reading the tone of voice is important for customer satisfaction.

Two issues that affect the problem solving capabilities of people are that they focus less on problem identification and more on problem solving and they do not think explore the problem from different angles.

Managing Versus Leading

Management is doing things right; leadership is doing the right things.” – Peter F. Drucker

The Executive Training and Managerial Training conducted by MMM focuses on transforming managers into leaders. Often the words managers and leaders are used synonymously but there is a world of difference between the two. Henry Kissinger put it very aptly when he said, “The task of the leader is to get his people from where they are to where they have not been.” This seamless movement requires the leaders to be willing to explore unexplored territories and be comfortable with the uncertainties encountered on the way. It requires for the leaders to be able to ask questions and enable their team members to discover the answers that surprise them with the results as people are more amenable to being led rather than being driven.

The only real training for leadership is leadership.” – A. Jay

The focus of our Executive Training and Managerial Training programs is on helping the managers to understand that in order for them to earn the role of a leader that others desire to emulate, they need to be a role model. In other words, they need to be the leader that does the things that he/she wants other to do. They need to live a life in which they follow the same principles in both their professional as well as personal lives. This all-encompassing passion is what impacts and changes lives.

Leadership is the art of getting someone else to do something you want done because he wants to do it.” – Dwight Eisenhower

Communication – A Leadership Competency

Communication - A Leadership CompetencyIn today’s marketplace, one’s upward mobility is dependent on one’s ability to present one’s thoughts with clarity, alacrity and impact. In short, one’s presentation skills are a key factor in career growth.

The communication training and leadership training programs conducted by MMM Training Solutions lays great emphasis on enhancing one’s presentation skills. The ability to understand the needs of the audience is as important as the ability to present with power. What complicates this scenario is that presenting in front of an audience is a skill that does not come naturally to most people.

“The human brain starts working the moment you are born and never stops, until you stand up to speak in public.” – George Jessel

In our communication training, participants’ presentations are videotaped and live feedback is given to each person. For 3 months after the training program the trainer coaches each participant individually – either by reviewing videotaped presentations or being present at a time when the individual is delivering a presentation and giving real-time feedback. The results of this training have been phenomenal and we have done this program for top leaders all over the world.

The potent impact, in my opinion, is because the group training is followed up with individual coaching. Coaching works to enhance one’s confidence and overcome the fear of looking ridiculous in front of people. But as good as you are one thing is sure, presenting in front of an audience is a difficult art.

According to most studies, people’s number one fear is public speaking. Number two is death. Death is number two. Does that sound right? This means to the average person, if you go to a funeral, you’re better off in the casket than doing the eulogy.” – Jerry Seinfield