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Morale challenges

Hi there, I manage a team and recently we have had to break some news to our investors and they are being hammered on the phone as call centre due to the investores losing some money. It’s not the call centre’s staff fault the way the market is. I would just like some ideas on how each day I can lift their morale, one of the other managers said that there should be a punching bag…I don’t like that idea - promotes violence. So can you please suggest how their morale could be boost - what incentive could we give them?

-Chad

Hi Chad. Tough times can bring out the worst in people.

My thoughts would be as follow:

First, I’d suggest you go out of your way to give daily pep talks to your team, both individually and as a group. This will serve two functions: 1) It will provide added support and empathy coming from you, and 2) it will help heighten their awareness of maintaining professionalism and staying in control during difficult calls.

Secondly, little things like surprising them with pizza for lunch or having the CEO stop by and acknowledge your team, can go a long way. What all of this really amounts to is increased attention and appreciation. Times of adversity can really pull people together, and your team should be no exception. Turn this difficult time into the “opposing team” per se and define what you will need from each and every member of the team in order to overcome this challenge. Ask people to step up, support each other, and to maintain a sense of calm during these rough seas (in case you need another metaphor).

Thirdly, humor in the workplace can really help as well. Perhaps a theme for every Friday where team members can dress up according to the theme (i.e., 60s attire or as nerds, etc.), might lighten things up and take the “edge” out of their day.

Lastly, have an award each day or each week for the team members who best handled a difficult investors call (or something along these lines). This puts the focus on “excellence” and gives everyone something to strive for. The bottom line: make them feel special by increasing the attention.

-Dr. Mac


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