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The Six Leadership Styles in Contact Centres
Different types of leadership styles spring from a person's personal values. When leadership styles are values-based and appropriately applied to the situation at hand, they will have a direct and positive impact on the working atmosphere of a company, a department, a team, an individual and on the bottom line.
However, one style is not enough to achieve success. The best results come when a person is capable of working with more than one style. Sort of like travelling in a foreign country and being fluent in the native language - you have the ability to flow in and out of the language as required to ensure your "message" gets across. Many of us have learned to change our style naturally, without even thinking about it. Some of us didn't know we could.
Because a customer response centre is such a rapidly changing environment, being able to shift from one style to another can make the difference in your overall effectiveness. Here are the six styles you can use to help you achieve your personal and business goals more easily.
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Dictator |
Field Marshall |
Conductor |
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"Move now!"
"Do as I say!" |
"Come WITH me!"
"I have a vision!" |
"People come first!"
"Let's make music." |
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Balancer |
Pacesetter |
Coach |
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"What do YOU think?"
"Let's work together." |
"Come on, keep up!"
"Reach for the stars!" |
"Here's how, you can do it!"
"Just keep trying!" |
Most of us actually resonate with one of these segments more than the others, but you likely have been aware of slipping into one of the other segments at times. The research on leadership has found the most successful and effective individuals seem to move between an average of four segments.
Next week Darlene will look at "The Dictator".
 Darlene Richard specialises in reviewing and improving telephony-based sales and service channels. She has over 20 years practical experience building, managing and consulting with organisations dependent upon non face-to-face business helping them produce results that are effective, business smart and most of all, people practical.
She's an educator and frequent speaker on relationship marketing and call centre sensibility. Read more about her new book, The Customer Response Management Handbook and order it on-line today. Just click here. | 
