Leadership & Team Management Flashcards

What does 'span of control' refer to?

Answer: The number of direct reports a manager supervises

Span of control is how many employees report directly to one manager.

Under Kotter's 8-step change model, what is the first step when rolling out a new CRM system?

Answer: Create a sense of urgency

Kotter's model begins by building urgency so people understand why change is needed.

Cancellations spike within 90 days for clients enrolled by two specific agents. What is the best leadership action?

Answer: Audit those agents' enrollment calls for misrepresentation or poor expectation setting

Early cancellations concentrated with certain agents often signal sales practice problems that require review.

Under the TSR, how often must outbound calling lists be scrubbed against the National Do Not Call Registry?

Answer: At least every 31 days

The TSR safe harbor requires using a version of the Registry obtained no more than 31 days before the call.

Under the TSR, during what hours may agents place outbound telemarketing calls?

Answer: 8 a.m. to 9 p.m. called party's local time

Telemarketing calls are restricted to between 8 a.m. and 9 p.m. in the consumer's local time zone.

Employee recognition is most effective when it is:

Answer: Specific, timely, and tied to desired behaviors

Prompt, specific recognition reinforces the exact behaviors leaders want repeated.

Which simple root-cause technique asks 'why' repeatedly to trace a recurring team problem to its source?

Answer: 5 Whys

The 5 Whys technique drills down through successive causes to find the underlying problem.