You Have Just Been Appointed as the Manager of a Call

question 29

Essay

You have just been appointed as the manager of a call centre handling customer service enquiries and complaints for 20 different firms across Australia.Explain the different types of stress that your call centre operators might experience and strategies you would adopt to try to reduce each type of stress.

Analyze the role of individual roles within team cohesion.

Understand the application of social theories like social exchange theory to team communication.

Identify different goal orientations and their effects on team performances.

Understand the significance and objectives of performance appraisals.

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Definitions:

Tree

A perennial plant with an elongated stem, or trunk, supporting branches and leaves, in most species.

Proximity

The state, quality, or fact of being close or near in space, time, or relationship.

Complementarity

A concept in relationships that suggests a higher degree of satisfaction when partners' characteristics or behaviors complement each other well.

Reciprocity

A social rule where if someone gives you something, you feel an obligation to give something back.