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When it comes to hiring a new member in the customer service team, companies sometimes find themselves in the position of choosing between persons with great experience and technical skills and persons with less experience, but with a natural sense of empathy and care towards customers.
“Communication is something so simple and so difficult that we can never put it in simple words” T. S. Mathews
Communication is a very important aspect in every company. Being able to communicate in an effective way with a team of employees is a skill that all managers should endeavor to have. Effective communication can improve the business as well as the bottom line, thus the employees will feel more engaged and motivated when the lines of communication within the business are open and clear.
“Recognition is the most inexpensive, easy-to-use motivational technique available to management.”(Jim Clemmer, The Clemmer Group)
Recognition can be defined as acknowledgement and genuine appreciation of employees who have made positive contribution to the company’s success. It is an important form of feedback on the results of individual, or team efforts that has a direct impact on employees’ motivation levels.
“If your emotional abilities aren’t in hand, if you don’t have self-awareness, if you are not able to manage your distressing emotions, if you can’t have empathy and have effective relationships, then no matter how smart you are, you are not going to get very far.” – Daniel Goleman (1995), apud. John O. Dozier (2010) The Weeping, The Window, The Way.
In this new millennium, the importance of individual’s psychological well-being for the organizational inner functioning should be one of the main topics addressed by every manager. And this is directly related to creating workplaces that are healthy – where people find meaning in what they are doing and are captivated by their daily activities.
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