1 / 14

Integrating DISC Method for Effective Communication and Team Dynamics at ARS National Services, Inc.

Learn how ARS National Services, Inc. uses the DISC method to enhance communication, leadership skills, and team dynamics across its five call centers. From communications training to candidate assessments, discover how DISC has become ingrained in the company culture since its introduction in 2006.

michaelpetersen
Download Presentation

Integrating DISC Method for Effective Communication and Team Dynamics at ARS National Services, Inc.

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. How we use DISC … ARS National Services, Inc.

  2. ARS National Services, Inc. • 550 Employees • Third-party debt collection • Five Call Centers across the country • Clients include largest credit card issuers

  3. ARS National Services, Inc. • First introduced at ARS in 2006 • Simple – fits with our culture • Originally paper & pencil • One page pattern • Moved to online format in 2007

  4. How DISC is Used • Communications Training for Sup/Mgmt • DISC is prerequisite • Assertive Communication & Behavioral Feedback • Critical Thinking • Leadership & Influence

  5. How DISC is Used • All Support personnel • Account Reps • Training style & pace • Recognition • Product/Supervisor placement • How best to get assistance from your peer on the phone • Talking to Consumers

  6. We love the recognition …

  7. How DISC is Used • Candidate Assessment Tool • Not selection • Determine strengths & potential obstacles • Team dynamics • Potential friction

  8. DISC Training Sessions • Standard 2.5 hour session • Overview • Focus on Pace versus Orientation • Discussion of report • Sharing of Strengths/Opportunities/Graphs • Team exercise (if large enough group) • Debrief • How to Flex your style • Have you ever wondered …

  9. Cubicles give clues …

  10. DISC Training Sessions • Brief One-Hour Overview for Newly Hired Account Representatives • Basic Overview • Discussion of their report & varying styles

  11. DISC Training Sessions • 2nd One Hour Session for Account Representatives • Focus on using DISC with consumers on the phone • How to quickly identify style • How to give them what they want, how they want it

  12. Keeping it alive … • DISC style included in email signature line • “Communication Tips” part of Rep/Supervisor Transition Meeting • Team Style Graphs

  13. What we have learned … • No one style is better than another • Style differences in a classroom can be better managed if identified early on • A few positions are better suited to certain styles but there is benefit in going outside the box • Take advantage of a different style within a group

  14. DISC is now part of our culture, not just an HR initiative …

More Related