Workplace Character Profiles via Star Trek Voyager
From 1995 to 2001, the television series Star Trek: Voyagerfollowed Captain Kathryn Janeway and her star ship crew on their adventures while they were lost extraordinarily far from Earth in the Delta Quadrant. As a Borg would say; “the plot is irrelevant.” What really matters are the lessons in management, teamwork, ethics, problem solving, decision making, and relationships that we can gain from this show. While its main goal was to entertain, Voyagerproves to be a useful, though unorthodox, resource for any Call Center team member and or leader.
Reflecting on the many challenges I faced as both a customer service representative and a team leader, I wish I had watched Voyager when it was on the air. I have had and maintained this sentiment since I saw the first episode on DVD until seeing the most recent rerun. (At time of writing, five out of seven seasons have been released on DVD. Television syndication schedules can be found at http://www.startrek.com/startrek/view/series/VOY/.) Voyager definitely would have given me a different perspective on my problems at the time and offered tactics on solving them. There are four key characters who serve as exemplary employees and leaders from whom we all could obtain valuable insights.
My favorite character, Commander Chakotay, displays his effective management style in episode 189, "The Omega Directive". In this episode, the Voyagercrew members receive orders for a task but no details on the overall project because that information is highly classified. Naturally, rumors and speculation arise immediately about what they could be doing this work for. They complain that they have too little information to do their job. But second-in-command Chakotay deftly meets these reactions. He firmly and calmly states: "The speculation ends here… For now, this information will have to do." He says this not only to stop the gossip going around the star ship, but also because he feels that his staff can complete their task with no further information. He empathizes with their curiosity while reminding them that they have a job to do and a deadline to meet. In doing so, he provides reassurance and keeps his team focused. Keeping employees on track with their work is a challenge that Call Center managers face as well and they’d be well-advised to follow Chakotay’s example.
In the same episode and on the opposite side of the star ship workforce, the ever-logical Vulcan, Lieutenant Tuvok, provides an inspiring example of a hard-working employee with no time to waste. Tuvok’s co-worker Harry prods him to theorize about what the secret mission might be. While working diligently on his tasks, Tuvok replies: "I do not participate in idle speculation." (All righty, then.) His logic and concentration are often amusing and always valid. I can't help but think, are my reactions too emotional or too unemotional? Are my problem-solving skills up to par? Tuvok helps us see how emotions fog the bigger picture or slow productivity. Often, Call Center employees and employees anyway for that matter become overly concerned with the unnecessary details and overly emotional about the work. The point is that all are being paid to complete a job. While respecting others’ emotions and remaining sensitive, Tuvok dedicates his energy and efforts to the work at hand and Call Center employees could benefit from adopting this attitude.
Another character who possesses traits that would work in favor for any manager is Captain Janeway. Janeway portrays confidence and bravery at all times, but, like everybody, isn’t perfect. When she saved a Borg, Seven of Nine, from the Borg collective, who raised her from childhood, the decision was controversial and ethically difficult. The Borg’s sole mission is to assimilate all living things, whether they like it or not, into being partially robotic, and without an individual mind; they share the same thoughts at one time. Feared all over the galaxy as extremely formidable adversaries, even one Borg bears enough adaptable technology to assimilate countless people. But over the years of loyal viewership, we learn that although sometimes her decisions seem complex and erratic, she always acts bold and noble and she often considers other’s input in the decision-making process. Janeway genuinely cares for her crew and tries to be morally responsible the best she can. We can make our own conclusions while she balances listening to her crew’s feedback with her own decision-making authority. She is willing to make sacrifices and take the harder path in order to return her crew home or to simply do the right thing, even if it risks Voyager. Her overall demeanor and well-roundedness also help her earn credibility and respect from others and these are traits that Call Center employees would find admirable in a leader.
Having mentioned some of Janeway’s heroic actions, we meet the character Seven of Nine, or Seven, who teaches us about respecting diversity. Another logical workhorse, Seven, having been raised by the Borg, lacks human social skills. Her conduct often seems rude, bossy, sullen, and haughty. But despite her outward persona, we are constantly reminded of her vulnerabilities. While she may be out of place ordering the captain to come see her, without even saying “please”, Seven shows fear about becoming an individual again, and about meeting her human relatives for the first time. She helps us understand that many people who come off as over-confident or inflexible are not necessarily better or worse than the rest of us. Impatient with her ignorance, the crew is reluctant to accept her as a team member. However, she performs well under pressure and seeks to adapt and the Captain never gives up on her because even though she is difficult, she is also brilliant and promising. She tirelessly contributes to the team’s efforts and for that, they need to grow to understand her, accept her, and must try to help her adapt. Call Center employees are faced with such challenges regularly, but should remain positive and see these challenges as opportunities to grow.
I never though I could learn about workplace dynamics from a science fiction television show and I doubt that was the premise for its creation. However, Call Center managers and customer service representatives could use Voyager and its characters as both a learning tool and a bonding tool. There is a subconscious dimension of learning that occurs when we see leadership, teamwork, and professional behaviors acted out in different environments as opposed to just reading about it in a book or listening to instructor. We can apply those dramatic examples to our current situation. Even if you are not a science fiction fan, you might enjoy learning a few lessons about work from “beaming up” to Star Trek: Voyager.
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