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[C1367]Customer Service Skills Training

by Matt Somers, Mat

If we start by considering coaching as merely one type of communication we can see how it fits with the more general approaches to communication that most of us already employ.

Here we'll consider six communication styles that differ in terms of the level of control exercised by manager and team member respectively.

Tells

When we tell people what to do and how to do it, we assume total control. This is highly attractive when time is tight or the consequence of error high.

Sells

Here we loosen our control just slightly and involve team members to the extent that we realise that they must be convinced of the merits of an idea before they'll feel inclined to act upon it with any enthusiasm.

Tests

A further loosening of our control and a greater involvement for team members because we literally test out an idea or decision and accept the risk that the team will not agree.

Consults

I think of this as a meeting halfway, 50/50 kind of style. The team's input is sought and their ideas considered but it is still the manager that makes a final decision and thus retains a high level of control.

Joins

This is an egalitarian communication style aimed at decision making by consensus. Control has switched. More is with the team members but not all of it.

Delegates

The manager sets the parameters of the task, success measures, reporting guidelines, etc. but control over how to accomplish the task is given to the team member(s). The risks are high but the rewards and long term gains substantial.

A common mistake in considering management communication in this way is to think that one style is necessarily correct. Each has its advantages and disadvantages and the most effective managers adapt their style to reflect the needs of the situation and of the person with whom they are communicating. Imagine a fire alarm sounded as you were reading this. You could attend a meeting to discuss evacuation options, but I think you'd want something more direct. What's needed is for someone to decide what to do and tell the rest of us how to do it. Similarly, a new person on the team will need a period of close monitoring and some instruction before they have built up the knowledge and experience required for delegated tasks.

I intend to write follow up articles that develop these themes, explore advantages and disadvantages and examine where coaching fits.

The U.S. Marshals Service is the nation's oldest law enforcement agency, and is probably best known for its function of transporting federal prisoners and for its witness protection program. They also serve to protect federal judges. Somewhat less well-known, however, is the work of the agency's six regional task forces in capturing fugitive suspects.

The task forces are divided into regions as follows: New York/New Jersey, Pacific Southwest, Great Lakes, Southeast, Capital Area, and Gulf Coast. They provide assistance and expertise to other law enforcement agencies in support of fugitive investigations. The Southeast regional office is located in Atlanta, Georgia and in 2007 investigators from there apprehended more than 3,000 suspects.

The Marshals like to take their prey by surprise, most often striking in the early morning hours when it's still dark outside, hoping that suspects are still sleeping or under the influence of a substance. This reduces the level of resistance from fugitives, and is why only one of those 3,000 arrests last year by the Atlanta division involved the exchange of gunfire. That office is tracking an average of 10-15 suspected murderers each day, while also searching for other violent offenders. They have at their disposal some very high-tech equipment and programs to help them do the job.

The Atlanta office is equipped with an operations center featuring flat-screen TVs they use to communicate directly with investigators in the field. They also have a two-story house for training, and a 300-degree computer simulator that replicates real-life danger scenarios that the Marshals might encounter. For instance, one scenario has the investigator responding to shots fired at a workplace. The agent must watch and respond carefully as innocent bystanders round the corner towards him, and take action when the gunman appears suddenly. There are 50 different scenarios that the simulator can create, with a technician able to change details of each scenario. A trainee can use a shotgun, rifle, Glock 22 or Glock 23. A laser traces the path of each shot fired, so that the shot can later be analyzed. In the real world, an investigator is held accountable for each bullet that comes from his or her gun. After each training session, the individual is debriefed about his or her performance and why he/she did or didn't open fire.

In fiscal year 2007, the U.S. Marshals apprehended more than 36,000 federal fugitive felons, clearing 39,000 federal felony warrants – more than all other law enforcement agencies put together. Working with authorities at the federal, state, and local levels, U.S. Marshals-led fugitive task forces arrested more than 58,600 state and local fugitives, clearing 70,300 state and local felony warrants. In 1983, The USMS established the 15 Most Wanted Fugitive Program in an effort to prioritize the investigation and apprehension of high-profile offenders who are considered to be some of the country's most dangerous fugitives. The USMS established its Major Case Fugitive Program in 1985 in an effort to supplement the successful 15 Most Wanted Fugitive Program.

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About Author

Both Matt Somers & Roxanne Davenport are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.

Matt Somers has sinced written about articles on various topics from Power of Coaching, Career Change and Depression Cure. Matt Somers offers managers a startling way to achieve results through coaching via his range of training programmes, books, articles and seminars. His popular mini-guide "Coaching for an Easier Life" is available FREE at. Matt Somers's top article generates over 8100 views. to your Favourites.

Roxanne Davenport has sinced written about articles on various topics from Marketing and Communications, Legal Matters. . Roxanne Davenport's top article generates over 1300 views. to your Favourites.