Page 121 - CROSS CULTURE

general personality traits. It also requires that business leaders

examine the processes and procedures to try to find areas in

which gaps or backlogs frequently happen.

When a business leader can define what's working and
what's not, he can establish systems to increase daily positive

interactions in the office. A system may be something as simple

as giving positive feedback to a telemarketing team. Typically,

these departments have negative interactions all day with call
recipients; altering the energy in the call center with upbeat

music, leadership enthusiasm, and positive reinforcement

prevents telemarketers from falling into negative patterns.

This helps keep office productivity up.

3. Consumer Satisfaction Results
A business leader should think like a consumer and get

into that mindset when developing policies that affect people.

Businesses do this when developing a product or service, and

they should place the same importance on communication and

interaction skills.
Think about the last time you walked into a large store.

Did you feel like a mere number in a sea of others who were

also searching and seeking solutions? If you did, chances are

your interactive experience with this store started negatively.

Unless someone greets you with a smile or asks if you need
assistance, you are left on your own, perhaps wondering what

the role of the employees is. The benefits of effective working

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