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You’re struggling to grow in your career. How can delegation help you?

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If you're a customer support professional, you might feel stuck in your career at some point. You have too many tasks to handle, not enough time to learn new skills, and no clear path to advance. How can you break out of this cycle and grow in your role? One possible solution is delegation. Delegation is the process of assigning some of your responsibilities to other people, such as your colleagues, your manager, or even your customers. In this article, you'll learn how delegation can help you improve your performance, develop your leadership, and achieve your career goals.

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1 Benefits of delegation

Delegation can have many positive effects on your career growth. For instance, it can free up your time and energy for more strategic and creative tasks that demonstrate your potential for higher-level roles. Additionally, it can help you develop communication, collaboration, and feedback skills. By delegating tasks, you need to communicate expectations clearly, collaborate with others to monitor progress, and give and receive feedback to ensure quality and improvement. Furthermore, delegation can help you build trust and rapport with your team and manager. You show that you respect and appreciate the skills and contributions of others, share your knowledge, learn from others, and are confident enough to ask for help when needed.

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Ugochukwu Nwankwo (CCSP, CAPM, ISC2-CC)

IT | Customer Relationship Manager | Operation Support Expert | Project Management | Data Extraction Expert | Committed to Elevating Customer Satisfaction | Certified in Cyber Security
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Increased Productivity: Delegating tasks allows work to be distributed among team members, leading to increased overall productivity. When responsibilities are shared, multiple tasks can be addressed simultaneously, accelerating the pace of work. Focus on Core Competencies: Delegation enables individuals to focus on tasks that align with their core competencies and strengths. This results in higher-quality output and improved efficiency in completing tasks that play to each team member's expertise.

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2 How to delegate effectively

Delegation is not just a way to offload your work onto someone else; it's an art that requires careful planning, preparation, and follow-up. To delegate effectively, you must first identify the tasks that you can delegate, such as repetitive or low-priority tasks that don't require your expertise or authority. You should then select the right person for the job, considering their skills, experience, availability, and interest. Additionally, you should explain the task and expectations clearly and realistically. Finally, monitor progress and provide feedback regularly. Give them space to do their work but also be available to support them if they have questions or issues. Provide constructive feedback to acknowledge their efforts and help them improve.

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Ugochukwu Nwankwo (CCSP, CAPM, ISC2-CC)

IT | Customer Relationship Manager | Operation Support Expert | Project Management | Data Extraction Expert | Committed to Elevating Customer Satisfaction | Certified in Cyber Security
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Clearly Define the Task: Clearly articulate the task or project, including specific goals, expectations, and desired outcomes. Provide a comprehensive understanding of the task to avoid misunderstandings. Select the Right Person: Match tasks with team members based on their skills, expertise, and capacity. Consider individual strengths and weaknesses to ensure that the right person is assigned to the right task. Set Clear Expectations: Clearly communicate your expectations regarding deadlines, quality standards, and any other relevant details. Be specific about the desired results and clarify the level of autonomy the team member has in decision-making.

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3 How to delegate to your manager

Sometimes, you might need to delegate tasks to your manager. This is not a sign of weakness or incompetence; rather, it's a sign of initiative and collaboration. When delegating to your manager, it’s important to be respectful and professional. You may need to delegate when you have too many tasks, a task beyond your scope or authority, or one that is aligned with your manager's goals or interests. Explain the situation, the task, and the reason for delegating. Additionally, make sure to explain the benefits for both of you - such as saving time, improving quality, or increasing satisfaction - and be flexible and open to feedback and suggestions from your manager.

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4 How to delegate to your customers

Delegating tasks to your customers can actually enhance customer service and satisfaction. For example, you can ask them to fill out a form or answer a survey to understand their needs and preferences, confirm an order, reset their password, or watch a video. When delegating tasks, be clear and courteous. Explain the task and how it will benefit them, provide resources and support, and thank them for their cooperation. This way, customers can get faster solutions, gain knowledge or skills, and increase their engagement and loyalty.

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5 How to overcome challenges of delegation

Delegation is not always easy or smooth, and you may face some challenges or obstacles along the way. Common ones include fear of losing control or credibility, lack of skills or confidence in delegation, and resistance or reluctance from others. To overcome these issues, it's important to trust yourself and others, focus on outcomes rather than process, and learn and practice the steps and techniques of delegation. Additionally, start with small and simple tasks, communicate and collaborate with those who are reluctant to take on delegated tasks, understand their perspectives and concerns, motivate and empower them, and show them the value of delegation.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You’re struggling to grow in your career. How can delegation help you?

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3

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1 Benefits of delegation

2 How to delegate effectively

3 How to delegate to your manager

4 How to delegate to your customers

5 How to overcome challenges of delegation

6 Here’s what else to consider

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You’re struggling to grow in your career. How can delegation help you?

1

2

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5

6

1 Benefits of delegation

2 How to delegate effectively

3 How to delegate to your manager

4 How to delegate to your customers

5 How to overcome challenges of delegation

6 Here’s what else to consider

Customer Support

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