Leadership & Team Management Flashcards

What should be emphasized first when onboarding new debt relief agents?

Answer: Required disclosures and federal and state compliance rules

Agents must understand legal disclosure and compliance requirements before speaking with consumers.

What is the main risk of a commission plan that rewards agents only for new enrollments?

Answer: Agents may enroll clients who are unsuitable for the program

Enrollment-only incentives can push agents to sell programs to consumers who are unlikely to complete them.

In Tuckman's model, during which stage do team members typically clash over roles and responsibilities?

Answer: Storming

Storming is when conflict surfaces as members push back on roles and working styles.

When a manager delegates a task, what does the manager still retain?

Answer: Accountability for the outcome

Authority can be delegated, but the manager remains accountable for results.

According to Herzberg's two-factor theory, which is a true motivator rather than a hygiene factor?

Answer: Recognition for achievement

Herzberg classified recognition and achievement as motivators, while pay and policy are hygiene factors.

A client complains an agent never disclosed program fees. What should the team leader do?

Answer: Investigate the call record, document findings, remediate, and retrain as needed

A full investigation and corrective action addresses both the client harm and the root cause.

What is a best practice for managing a remote debt relief sales team?

Answer: Regular one-on-ones with clearly documented expectations

Consistent check-ins and written expectations maintain performance and compliance across distance.