Tag: leadership
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Embracing the ‘What If’ Mindset: How It Can Transform Your Technical Support Team
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Read More →: Embracing the ‘What If’ Mindset: How It Can Transform Your Technical Support TeamIn today’s fast-paced digital landscape, technical support teams face unprecedented challenges, especially remotely. As a senior technical support leader, fostering a ‘what if’ attitude amongst your team can be a game-changer. This mindset enhances problem-solving skills and cultivates emotional intelligence—a crucial asset for remote teams. Let’s explore the profound impact of the ‘what if’ approach…
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Using Radical Candour to Navigate Difficult Conversations in Remote Support Teams
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Read More →: Using Radical Candour to Navigate Difficult Conversations in Remote Support TeamsNavigating difficult conversations within remote support teams can be a challenge, especially when attempting to maintain team cohesion and productivity. I’ve found that Radical Candor (US spelling) is a transformative approach to these conversations. This technique balances directness with empathy, fostering an environment where team members feel both supported and accountable. What is Radical Candour?…
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Incorporating Emotional Intelligence into Performance Management to Help Managers Empathise with Support Agents’ Challenges.
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Read More →: Incorporating Emotional Intelligence into Performance Management to Help Managers Empathise with Support Agents’ Challenges.As a technical support manager or leader, you know how important it is to effectively manage your team’s performance. However, performance management is not just about numbers, metrics, and targets. It’s also about creating a culture of empathy and understanding towards your support agents’ challenges.