CCM Review

Stages of Team Building

• Norming

• Storming

• Forming

• Rewarding

• Performing

A team _______ is a standard of conduct shaped by team members that help guide the behaviours of members of the team.

Successful teams provide/receive what?

• Expectations

• Context

• Communication

• All of the above

If you can influence others towards an achievement of goals you are known as a __________.

A leader who sets high performance standards has a positive impact on employees that are self-motivated and highly competent. However, there are employees that will not feel this way. How will non-motivated and not so competent employees feel with this type of leadership style?

• Unclear

• Overwhelmed

• Inspired

• Controlled

Maintaining a relationship with the IT department and other technology providers, providing estimations, resource planning, and demonstrating skills with numbers, statistics and technology, are some of the responsibilities of what role in the contact centre?

• Contact Centre Manager

• Operational Manager

• Trainer

• Coach

________ is in charge of hiring, training, monitoring, and motivating contact center agents.

• Coach

• Trainer

• Contact Centre Manager

• Operational Manager

Goleman's Leadership Styles

• Persuasive

• Authoritative

• Coaching

• Democratic

Evaluation of risks and planning for potential events

Step one of an action plan