Edition 130 - June, 2007

INFLUENTIAL MANAGERS - HOW DO THEY DO IT?
It sounds as though it shouldn’t be that difficult, but there are many managers who do not achieve their goals because they are not good at influencing people. Influencing positively is one of the most fundamental skills that all managers need.

DO CALL CENTRES PROMOTE STRESS?
Call centres can be stressful environments. There is no doubt about that. Unhappy customers are a prime source of stress. For their part, managers have to monitor the situation and have strategies in place to ‘cool’ things from time to time.

PROFILE: BRENDON WALKER, ST VINCENT'S HOSPITAL ALCOHOL & DRUG SERVICE
Brendon Walker has come a long way from a once aspiring ‘ambo’ to Call Centre Manager of St Vincent Hospital’s Alcohol & Drug Service. Working in an industry primarily focused on counselling services, the management of staff welfare is a very important aspect of his role.