How To Be A Better Team Leader: A Case Study

I used to be one of those disengaged reps, you’re talking about.” We were all a bit shocked by Mike’s response. After all this was a recognition focus group for the top reps in this enormous call center. Several of whom were on the short-list to become team leaders.

I smiled gently, my eyes pleading for this brave, young rep to continue. My team leader was just terrible. The rest of the high potential reps turned to him in a chorus of disgust:

  • “It shouldn’t matter what your team leader does.”
  • “You are in charge of your career.”
  • “You need to do great work and people will notice.”
  • “You should care about the customers no matter what.”
  • It’s about building a bigger network.”

Mike continued:

“It’s more complicated than that. When I first got here I was so optimistic. I worked my butt off, but my team leader didn’t notice. He never said “thank you”. I got ZERO feedback on what I was doing right or wrong. We never talked about my career. So I gradually did less and less and got the same response. So I figured, why bother?

Then they re-shuffled the shifts and I got moved to a different team leader. Everything changed. This guy cared about me. He gave me great feedback. He shared all the career options available and we made a plan to get me ready to lead a team. He helped me believe I could do it. And now I’m here being recognized.”

Silence. The others still weren’t convinced. And for some reason, a little mad. I asked softly, “How many of you want to be team leaders?” All but one raised their hand.

You End the Story

Instead of sharing what I said next, let’s play with this:

  • What would you say next?
  • What questions would you ask?
  • What teachable point of view would you go for?