How Do You Pick Out The Great Negotiators In Your Staff? By Their Personality Traits Of Course.

What is it that makes a great negotiator? Why does one person always outperform the others in the staff? Its their personality!

Many articles and books have been written about how to negotiate more effectively but the advice they offer is often difficult to apply.

Research in personality traits provides help in predicting an individual’s ability to negotiate effectively but often the traits are both a benefit and a hindrance at the same time. That isn’t to say people can’t get better at it, but their success will depend on their ability to understand their own and the other party’s personality.

The most influential trait is emotional intelligence. Despite emotional intelligence’s relatively recent appearance in personality traits its one of the highest googled traits today. A recent study by Wharton and MIT professors states that people with higher emotional intelligence are more likely to create  positive mood states in their negotiation counterparts and leave them more satisfied with the outcome of the negotiation.

Emotional intelligence also translates into a favourable  outcome regardless of the objective result. Even more important, emotional intelligence is linked to higher levels of likeablity and self awareness a powerful combination when it comes to difficult negotiations.

Another trait that has shown a strong indication to negotiation skills is a higher IQ.  While one would obviously expect IQ to boost negotiation performance, the research also revealed a more surprising finding: People with higher IQs tend to approach negotiations in a more collaborative way, treating their negotiation counterpart as a partner and embracing win win strategies that lead to both parties satisfaction.

Self-centered people who believe they can “just be themselves” and disregard other people’s needs and desires of them are often praised for their confidence and self-belief. The reality is that those people will miss out on social clues, negative feedback, and the ability to connect. All of this will highly handicap them during a negotiation.

Machiavellianism, a dark-side personality trait associated with a tendency to manipulate and exploit others and behave in risky and antisocial ways, motivates individuals to initiate negotiations and predicts strong negotiation tactics. Evidence suggests that Machiavellians actually do worse in negotiations, perhaps for being overly aggressive.

In order to control our personality, we need to be aware of it, so it is pivotal to understand what our default negotiation tendencies are if we are interested in changing them, or at least inhibiting them during negotiations.

Being aware of your personality will enable you to leverage your own style in situations that are a good fit for it, for talent is largely personality in the right place.

These are all things I teach in training classes with advanced collection agents and lawyers. If you desire more info on the Lighthouse Training and Development Programs contact Phillip W. Duff at phil@lighthouseconsultonginc.com

If Your Afraid Of Getting A Bad Apple Don’t Go To The Barrel Go Directly To The Tree

This is a quote from the movie “Untouchables” and in one part of the movie they were talking about being able to find cops who were not corrupt. Today many creditors, collection agencies and law firms are having trouble with staffing for many reasons, one of the biggest is employees come with too many bad habits. Most companies want to hire experienced debt collectors or at least staff experienced in some type of call center work and that is just like getting an apple from the barrel, it may be a bad apple. The reason that the companies go to the barrel instead of the tree is because they lack a proper and effective training program.

When I go do my consulting and I am in the initial stages I ask about the training programs of the company and I never hear “we have a great program let me show you”. I hear things like “we do a lot of side by side training” or “we have a week long training program that everyone completes”. Why don’t you have a training program I ask, one that is ongoing forever and has the ability to develop the staff not just train them? And they look like a deer in the headlights of an oncoming truck.

The problem lies in the fact that most companies do not believe that the investment in training and development will actually pay off and secondly they just don’t know how to create such an extensive program.

The cost to create the program is actually not the problem for most agencies it’s taking one of the three people who can write it and giving them the 6 months needed to create the program. In most cases the few people in the company with the overall knowledge to write this type document are the people who keep the company running daily. If they cease doing their daily tasks to write the document the company will suffer financially and operationally. What you need a complete program that you can adjust to meet your companies policies.

Well your lucky because Lighthouse Consulting has created extensive staff development programs over the years and we can help you to create one that will reduce your turnover and increase the skill level of your staff.

If you see the value in training and development contact me for a sample of the Lighthouse Staff Development program and you’ll see the value quickly.

Phillip W. Duff 305-853-8773

Anatomy Of A Call Centre Worker In Jamaica

Anatomy Of A Call Centre Worker In Jamaica

The island of Jamaica in the Caribbean houses the largest group of English speaking call centre workers in the Caribbean. The number 2 business in Jamaica is Call centres. Tourism is the number 1 industry but there are an estimated 150,000 call centre workers on the island of just 3 million people. So let me tell you more about that average worker here on the island.

Jamaica is the home to many large call centres and lots more medium and small centres. There are large global call centres like Vistaprint, Xerox, Sutherland Global and many more. They are servicing clients  in English speaking countries all over the world and doing all types of phone campaigns. Technical support, sales, customer service, debt collection and more are performed for clients like AT&T, Amazon, Blue Cross and Blue Shield, Fingerhut and even international pizza joints. If it’s a phone and the English language Jamaica is the best place to do business.

Lets look at the average employee of these call centres. 80 percent or more of all call centre workers are female and a high percentage of those females are single parents. Historically women have been the primary call centre workers as the men have cultural differences that make it more difficult for them to conform to the standards required by working for a centre. The women have children to support so they, like most mothers across the world will do whats required to support their family. The majority of the men resist the culture change required to stay employed as a call centre worker. Uniforms, time clocks, and lots of rules and regulations deter the average male from the centres but that is changing drastically in the last 5 years. I believe this adoption by males to work at call centres will continue.

The average call centre worker enters the work force after high School so the average age worker is probably 21-24 years old. Many of the workers are 18-19 years of age. Call centres require lots of pre employment screening and testing as well as “good scores” or high grades in High School in related classes and skills. The high schools have curriculum that directly relates to things like english language proficiency, math skills, reading and more to better serve the call centre industry. The island is aligned to serve the tourists and the call centre as its accounts for a large percentage of the total economy.

The average worker does not have a car, in fact most Jamaicans do not have a car its a society of taxis and buses. The average worker lives 45 minutes to one hour away but may require a 2 hour commute daily with multiple taxis involved. Transportation is cheap because its all shared rides so the taxi is always full with other workers but the average worker spend 10-20% of their daily income on transportation.

Call centre workers are generally started at a entry level pay rate. Once they are trained and productive they can easily make much more than that. Most call centres have bonus plans and good benefits like day care, insurance and more. One of the issues that is experienced on the island is late or sick staff but it can be managed if you understand the staffs motivation and work to teach them better habits. It’s cultural to be late so it takes some work to overcome, Island time is the mentality.

Lets talk attitude and dreams. The average worker has a great attitude and dreams of owning a home and car. They want a better life for their children. They see so many things getting better, they see opportunity, they have a vision of a better island. Remember that they have only been governing themselves since 1962. Its a young government and young country.

Overall the workers are very trainable, have great attitudes and want to work and grow as employees and as citizens.