Lester and Jackie are both team leads in a large call center.

Lester and Jackie are both team leads in a large call center.

Lester and Jackie are both team leads in a large call center. Lester likes to be in control of his team. He monitors five calls a day per team member when the requirement is one call a week. Jackie monitors her team, but instead of spending her extra time monitoring more calls, she is getting to know her team, training, and building trust.
• Do you think Lester or Jackie’s team is more motivated? Why? • What advantages or disadvantages do you see for team members on either Lester’s or Jackie’s team?

Answer preview to Lester and Jackie are both team leads in a large call center.

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