Time MGMT and RCA
What is the level of importance-urgency and the correct action for the following task:
I have a new supervisor/trainer/QA in my team and need to develop their skills to succeed in their new position
Important, not very urgent
SCHEDULE
Regular 1:1 development sessions
This concept refers to competence possessed by the employee and acquired by practice, besides it is more objective and can be measured,
SKILL or ABILLITY
Tactic used to involve the coachee in self-discovery, it helps identify and boost strengths as well as develop areas of opportunity or skill gaps which will help drive performance.
Direct Feedback Model (DFM)
nearly 300.000 Km/s
Which specific actions can I execute to better align goals and priorities (mention 3 at least)
Avoid judgmental statements and being open to questions
Proactively ask questions to understand what is expected
Determine the resources and effort required
Ask discovery questions to clarify parameters
I have an agent who is committed in attendance and displays great performance in all his/her metrics demonstrating also great ability.
What is the level of skill, will and what is the right approach as per the skill-will matrix
HIGH WILL
DELEGATE
Feedback model used to have effective and impactful conversations using evidence, discovery, purpose and commitment.
OINC
Which gas do plants absorb from the atmosphere
Carbon Dioxide
"Low QA scores"
As per the ishikawa diagram RCA method, to which categories do these possible root causes belong:1. Provider script ambiguity
2. Too much background noise affecting patients´ comprehension
3. Weights in QA scorecard for each segment are unclear
1. Method
2. Machine/ environment
3. Measurement
Essential characteristics of assertive communication when leading teams and working collaboratively
CLARITY
MUTUAL RESPECT
EMOTIONAL RESPONSIBILITY
VERBAL AND NON-VERBAL LANGUAGE
COOPERATIVE MINDSET
Name the tactic:
At the start of the shift and for nearly an hour I connect with each of my direct reports for 4-5 minutes and identify behaviors during that period of time so I can provide feedback on the behaviors observed.
RAPID FIRES
Which language has the most native speakers worldwide?
Mandarin Chinese ✅