effective helping behavior techniques for training new call center employees

MGMT100

This is another role playing exercise. These can be real practical exercises of Human Relations.

1. You have just been hired as the Manager of a crisis hotline call center (similar to a suicide hotline). You are trying to develop a list of effective helping behavior techniques for training new call center employees (personnel who answer phones and their supervisors). You think back to numerous times in your own life that people have helped you (both personally and professionally).

2. Answer the following questions:

a. What techniques did the person who helped you use?
b. Why was their technique helpful?
c. What is a flaw with the technique they used?

3. What is one technique did not work well (when someone was trying to help you)? Why?

Make sure your answers utilize applicable course material, concepts, and terminology.