Leadership & Team Management Flashcards

Two collectors on the same team have an ongoing conflict that is affecting floor morale. What should the manager do first?

Answer: Meet with each separately, then facilitate a joint conversation focused on behaviors and solutions

Gathering each side and then mediating on behaviors resolves conflict fairly and constructively.

A manager must document a performance issue that may lead to termination. Which documentation practice is best?

Answer: Record dates, specific behaviors, expectations communicated, and agreed corrective actions

Objective, dated, specific documentation supports fair decisions and defends against claims.

What is the primary purpose of call calibration sessions among supervisors and QA staff?

Answer: To ensure everyone scores calls consistently against the same standards

Calibration aligns evaluators so quality scores are consistent and fair.

A collector repeatedly fails to give the mini-Miranda disclosure. Which response best fits progressive discipline?

Answer: Verbal coaching and retraining, then written warning if it continues

Progressive discipline escalates from coaching to written warnings while correcting a compliance gap.

Which metric best indicates whether collectors are reaching the actual debtor rather than third parties?

Answer: Right-party contact (RPC) rate

RPC rate measures the share of contacts reaching the responsible party.

A manager wants to delegate skip-tracing oversight to a senior collector. What makes delegation effective?

Answer: Clearly defining outcomes, authority, resources, and check-in points

Effective delegation clarifies expectations and authority while retaining appropriate follow-up.

Which approach best motivates a collection team according to Herzberg's two-factor theory?

Answer: Providing recognition, achievement, and responsibility on top of adequate hygiene factors

Herzberg says hygiene factors prevent dissatisfaction, while motivators like recognition drive satisfaction.