Group Development and Interaction Theory Within the business setting, the shift from yesterday’s “singular” culture to today’s “team” culture has brought about a new era of learning, development, and innovation. However, this shift has also brought with it a certain amount of dissatisfaction, conflict, and confusion. This paper will focus on the Tuckman Theory, and discuss how Tuckman’s five stages of group development and interaction applies to the work environment and leadership effectiveness. The Tuckman Theory Tuckman’s theory maintains that groups enter four foreseeable and elementary stages of development, and each of these stages contain both task and maintenance functions. These stages are Forming, Storming, Norming, and Performing.
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For call centers, keeping customers satisfied means not only fielding orders, billing inquiries, and new account applications, but also resolving issues and complaints quickly and efficiently. Nearly three-quarters of customers say they will return if complaints are resolved quickly, according to a study by Stone, 1999*. Call centers spend millions of dollars on technical and soft skills training annually. They also face challenges in recruiting and retaining high-quality call center representatives in this highly competitive field. Over the past few years, the call center industry has grown dramatically.