Workplace WoW, Part 2: What classes are your employees?
My friend Jim told me Friday that if you have a good idea, a good train of thought, you should ride it until I falls off the rails. It is with that in mind, that I am here again. Before I really get into this subject, I feel a small disclaimer is in order.
I wrote the first article, "Everything I need to know about management, I learned in a WoW PuG", as a way to explain what I thought is the 'right way' to manage a small group of people. It took on a larger following than I ever expected, even making it to WoW Insider (which may not seem like a big deal to most, but it surprised and amazed the heck out of me)! I got one or two jeers (and some rolled eyes IRL). All of them were along the same line... "C'mon dude, its a GAME. The Game isn't making you any better at your job, its just a timesink and an out-of-work obsession."
To those people, I say: "You're right". The points that I outlined in that article, and plan to outline in this one, are not specific to WoW, and really have little to do with WoW itself. The same lessons could be learned from a baseball team, a group of guys who paintball on the weekend, or any other small group that bands together to accomplish mutual goals. The information on how to function as a leader is really common sense that applies to any relationship (hint: whether its the raid headed to Kara, or your wife and kids, its all about communication and managing expectations). Why do I put it in the context of WoW? Because its what I know, and what I understand. Also, its fun. :)
That being said, what I am about to cover can probably be found in any personality or management help book. Again, this is my feeble attempt to take one thing I don't feel I fully understand, and relate it to something I feel I do understand.
So, onto the real meat and potatoes....
Last time, I talked about the roles in a group... the static roles that are always needed at all times, Main Tank, Main Healer, and DPS; and the dynamic roles that form when needed and dissapate when not needed, Off-Tank, Off-Healer, and Crowd Control.
In World of Warcraft (again, for the uninitiated), players create a character. The character has a gender (male or female), a race (Human, Gnome, Dwarf, Night Elf, and Draenei for the Alliance; and Troll, Tauren, Orc, Forsaken, and Blood Elf for the Horde), and a Class. The class determines the abilities present for the character (so does race to a small degree), as well as their archetypal role in society. There are 9 classes, and they are Warrior, Paladin, Rogue, Hunter, Shaman, Druid, Warlock, Priest, and Mage.
So what do these classes mean, and how do they tie into the workplace? Well let me explain...
The Warrior
Who they are in-game: The warrior is the muscular powerhouse of the battlefield, adventurers from all walks of life. They have great strength, can use almost any weapon, and have many abilities centered around controlling enemy attention and inflicting maximum damage. They wear Mail armor, and after a while, Plate armor; the heaviest armor in the game. They can take a beating and keep on chugging, but they lack the ability to shake off unwanted attention and to heal themselves.
How they function in a group: Warriors are THE tanks in groups. When you need someone to hold enemy attention and take their beatings, this is your man or woman. Because of their exceptional weapon ability, they are also good DPS players. They need the support of a good healer (hey, taking the abuse of the entire group's baddies can be a tough job) for anything more complicated than 1v1 or 1v2.
Who they are in the office: The 'Warrior' of your team is your PR man. They are the tank. They have charisma, and excel at remaining professional in the face of incredible odds. If the situation calls for it or the mood strikes them such, they can roll up their sleeves and work with the best of 'em.
What to watch out for: Your warriors need support. Without the backup of a good 'Healer' (both of hitpoints and morale), they can crumble, albeit after a long time. Since they are often out front, they also need to stay well armed, either with armor and weapons, or in the case of the office, information. Also, they need a spot of appreciation here and there... without them, everyone suffers!
The Priest
Who they are in-game: Priests are the intellectual spiritual leaders of the civilized world, drawing power both from the Holy Light and the Shadow. They are capable of healing their friends, or hurting their enemies. They wear cloth armor, which makes them vulnerable to physical attack, but have defensive spells that help boost their survivability when needed.
How they function in a group: Priests do healing, and lots of it. With only passable DPS, and no tanking ability at all, they compensate by dropping the big heals which can do everything from restore life little by little, to heal everyone around them for huge amounts. They have the power to bring friends back from the dead, when the misfortune occurs, and defend them when danger comes kocking. They also have the ability to deal large amounts of damage as a DPS person, with damaging spells that seem like reverse versions of their healing spells.
Who they are in the office: Know that person who lights up the room, and seems to brighten everyone's day? That's your 'Priest'. They can engage any group with the pure sweetness of their smile, or inspire all around them with the power of their words and voice.
What to watch out for: The Priest's skin is a thin one, and can be pierced easily. In-game, they wear cloth, are squishy, and can be dispatched quickly if not defended. In the office, a few poorly chosen words can darken this ray of sunshine, and too much attention can raise their stress levels high enough to cause them serious problems. In both cases, they need special attention and appreciation where possible, as the group would suffer horribly without them.
The Paladin
Who they are in-game: Defenders of the Holy Light, the poor, the sick, and the otherwise unable; Paladins are the masters and commanders of the battlefield. Like a Warrior, they wear Mail and then Plate, making them capable of absorbing large amounts of damage. They also have the ability to heal their friends, enhance their friend's abilities, and hurt their enemies. While they don't deal as much damage as fast as others, their ability to heal and take abuse compensates nicely, and keeps them useful.
How they function in a group: Paladins are wonders in a group. They can Tank, they can Heal, they can DPS; and they can switch between these roles effortlessly and even take on more than one role at a time. While they don't tank as well as a Warrior, or heal as well as a Priest, or DPS as well as a Rogue, Hunter, Warlock, or Mage; their versitility makes them a welcome addition to any group.
Who are they in the office: Know that special guy who can wow the customers, get a lot done, and keep everyone going at the same time? This is the 'Paladin' of your group. They are an excellent wildcard member, since they can fill any role, and when the 'fit hits the shan', they can turn on a dime to do what needs to be done. Their natural charisma is your greatest asset, as they can charm both customers and follow team members.
What to watch out for: Versitility is their greatest strength and their greatest weakness. The two things you need to be aware of as a group leader or manager, is (1) they can't do everything at once, and (2) they need to know what role is expected of them at a given time. If you're not careful, you can either have a multi-faceted person doing nothing because they have no idea what's expected or a person who's angering the team because they're taking over everyone else's jobs. That being said, try not to micro-manage the Paladin... a seasoned Pally will do what needs to be done on thier own and not need more than a word, while a newbie Pally needs direction but not to be told how to play their part.
The Shaman
Who they are in-game: Shamen are the Horde answer to the Paladin. Like the Paladin, they are spiritual leaders, albeit in more of a balance of brains to brawn than the Pally. They call upon the forces of nature to help deal damage, heal allies, enhance abilities, and master their environments. They can also turn themselves into wolves for faster movement, see far off into the distance, return to their home instantly , walk on water (literally), and even reverse death. Like the Paladin, they are Jacks-of-all-trades, able to switch roles where needed; but while the Pally is geared toward Healing and Tanking, Shamen are geared toward Healing and DPS (due mostly to their medium armor).
How they function in a group: They can Heal, they can DPS, and in a pinch, they can Tank. Their biggest utility in a group? Their utility, of course. Through the use of their totems, they can impart effects, not only on themselves, but on their group. They can enhance strength and speed, hold enemy attention for a short time, heal harmful effects on the group, and add effects to the party's weapons. More directly, they can allow party members to breathe underwater for long periods of time, allow party members to walk on water, see off into the far distance. While these might not seem like big deals, they can make a hard task easy, and an easy task a cake walk. Add to that the ability to heal and ressurrect allies, and the versility to move between roles quickly, and you have a valuable wildcard member of your team.
Who are they in the office: They can split sides in your office, hit the work harder than anything else, and if no one else can, they can hold off the customers or other departments. But what really defines the office 'Shaman'? When you're on that project, and not sure how its going to go, they pull out that one thing that you didn't think of and all's well. For example... if your IT team is deploying new computers, and balking at the idea of imaging and installing software on all of them, the Shaman of the team will be the guy who, in a short time, shows several people how to script the installs, setup a boot CD to launch it, and suggest a method getting each user's needs quickly and efficiently. When you're not sure how its gonna work, the Shaman saves the day with utility and gusto!
What to watch for: They're lightweight... not as much as your Priest, but moreso than your Pally or Warrior, so you need to protect and support them. Believe me, a good Shaman will return the favor. Try to keep them in support of the team... its what they were made for, and be sure to appreciate their input, as they make things easier for all around.
The Druid
Who they are in-game: Druids, like their Shaman brothers, share a relationship with nature. While the Shaman calls on Nature to manifest effects, the Druid uses the power of nature to take on different animal forms. As the Bear, they can absorb damage and keep enemy attention on par with a warrior. As the Cat, they can deal massive damage and sneak around like a rogue. In their Travel, Aquatic, and Flight forms; they can move quickly over land, sea, and air. In their natural form, they can deal moderate damage at range, heal wounds, enhance the defense of their allies, and even reverse death.
How they function in a group: The Druid is the perfect balance of all roles. They do not excel at any particular role, and perform on par with their counterparts, but lack the versitility of the Shaman and Paladin. While Shamen and Pallies can switch roles quickly with no change more than tactics, the Druid must change entire forms in order to benefit their role. They make good fillers in any team role, and an excellent wildcard character.
Who they are in the office: They can clear out an inbox, interface with customers, or help rally the troops; but they can only do one of them at a time. They focus hard, making sure they do the best they can in the role that they take, but it comes at a price. Still, their positive attitude and ability to fill the gaps makes them powerful members of the team.
What to watch for: They can do it all, but not all at once. Give them their role, and then step back and give them room. Also, their needs will change as often as their role, since they are stretched across all of them.
The Rogue
Who they are in-game: Rogues are the shady people that go bump in the night. They are thieves, spies, and traffickers of information. They exist in shadow, strike quickly, and then fade back into the shadows. Their medium armor makes them open targets if seen, but their amazingly lethal abilities and knack for hiding in dark spaces make them hard targets.
How they function in a group: Rogues are about damage, and lots of it. They can sneak in close, stun enemies and pick them apart before they've had the chance to move. As long as the tank keeps the baddies beating on him, the rogue will make short work of them.
Who they are in the office: Know the guy who shows up at 8am, gets a ton of work done, and then disappears at 5pm? That's your 'Rogue'.
What to watch for: Rogues are there to do their thing and then vanish. They don't want to stay at work any longer than they have to, so give them their assignment and then let them go to it. Make sure your Main Tank and Healer are doing their job, or your office Rogue won't last long.
The Hunter
Who they are in-game: Hunters are the lone children of nature. Not content to be a part of the living machine that is the big city, Hunters strike out on their own into the forests, deserts, and grasslands of the world. The only ones they call friends are the animals that fight by their side. Hunters are adept (through the help of their animal friends and their vast survival knowledge) employing misdirection and striking hard from a distance. Before some poor sap figures out that this is more than a mere animal attack, its already too late.
How they function in a group: Hunters, like Rogues, are all about the DPS. Unlike Rogues, who like to get up close to their targets, Hunters prefer to pick away at them from a distance. They send pets to do up close damage, can lay devastating traps, and can handle a bow, gun, or crossbow with deadly precision.
Who they are in the office: Unlike your office Rogue, the office hunter has no friends but the one he brings with him. He sends his friend in for the up-close work (that the customers see), and picks off the hard parts of the project from a comfortable distance. Your customers often don't realize he's there, or the purpose he serves... just know that the team rocks.
What to watch for: Hunters prefer to stay unknown, unnamed. Make sure your Tank keeps managing customer attention, and try not to worry about the hard part of the projects... they're taken care of. If any customers do begin to notice him, he's liable to feign death. :)
The Mage
Who they are in-game: Mages are the intelligent users of magic. Whereas Druids and Shaman receive their power from nature, and Paladins and Priests through the Holy Light; Mages harness the power of the arcane through study and experimentation. Because of this, their power (and by extension they themselves) cannot heal injury or disease, but instead manipulate the order of things. They can turn men into harmless animals, conjure the raw power of fire and ice, and control shattering explosions of pure arcane power.
How they function in a group: The Mage is another powerhouse of damage. Like the Hunter, they are capable of large amounts of damage at range. Unlike the Hunter, they work by exerting control over their situation, not misdirection. They are valued Crowd Control (via their Polymorph Spell, and their mastery of Ice), adept with Area of Effect spells (dealing large damage to all enemies within an area), and capable of precision damage (via their bolt spells). They are also tremendous support characters, capable of boosting other spellcasters generously, and excellent utility, able to conjure food and water at will.
Who they are in the office: They are your know-it-all, get-it-done got-atters in the office. They work hard and quick, able to focus on one aspect of the project, or hit it all at once. They will support your other employees by producing ideas and enhancements that make getting things done easier and faster. If you're stuck on figuring out what system to use to implement the Shaman's idea of automation into your IT deployment, the Mage probably knows a system he read about somewhere that will do everything you want it to do at half the cost of the rest.
What to watch for: They can catch your customer's attention very fast, and overwhelm themselves quickly requests to personally see to a project. To manage this attention, they either rely on a good tank, work in bursts, or disappear into the ether. If they attract this unwanted attention, make sure your Healer is on task, constantly motivating them, and slowly move those people off to the Main Tank... that's what he's there for!
The Warlock
Who they are in-game: Warlocks are the mysterious order of creatures who tap demonic energies for their power. They usually start casual... in light armor, not appearing as a threat. What you didn't notice was the curse that's now upon you, and several other spells that aren't hitting you up front, like the mage, but slowly. By the time you realize that the Warlock is attacking you, its already too late. Add to that, the power of their Demon Minions which they can summon at will, and you have a very formidable opponent.
How they function in a group: Warlocks are excellent DPS, crowd control, and support characters. They have the ability to conjure items which boost their magical power, and stones that restore health or bring back the dead. Their pets are capable of providing additional DPS (both at range and up close), enhancement, or tanking. Their curses impart effects onto their enemies making them weaker, killing them slowly, or keeping them from fleeing.
Who they are in the office: The sit in the back corner, and almost never attract attention. If you looked back at them 3-4 times a day, you'd see them surfing the internet, but amazingly their work is always done. When needed, they can help other members of the team, revive a dead project, or suddenly pull an all-nighter and finish half of the project (although you'd never know it except for an e-mail or two from an odd hour).
What to watch for: If customers begin to notice them, they can be in trouble. Although they appear to be doing nothing, they are slowly and quietly handling large amounts of your work. Keep them clear, motivated, rewarded; and your projects will mysteriously continue to finish themselves. Be careful too... they will run themselves into the ground to get things done... dealing large damage to your workload but also to themselves at the same time. Be careful they don't burn out, or you will have a large gap to fill.
The class types above are all based on personality archetypes. Although they have a focus (melee combat, long range combat, support); each class has 3 paths, called Talents trees. The talents in these trees help to enhance aspects of the class's abilities. By doing this, they create different ways to play the same class. The Priest, for example, can take talents that enhance his healing capabilities, increase his spellcasting efficiency, or increase the damage of his damaging spells. How you use these abilities is usually referred to as your play style.
Like talents, the people you manage will have nuances to their personalities and inherent abilities that will differ in how they approach tasks. I refer to this as their Work style, or more commonly, their work ethic. Its important to learn, as quickly as you can, how this work style functions, in order to direct the employee and make efficient use of their energy.
I wrote the first article, "Everything I need to know about management, I learned in a WoW PuG", as a way to explain what I thought is the 'right way' to manage a small group of people. It took on a larger following than I ever expected, even making it to WoW Insider (which may not seem like a big deal to most, but it surprised and amazed the heck out of me)! I got one or two jeers (and some rolled eyes IRL). All of them were along the same line... "C'mon dude, its a GAME. The Game isn't making you any better at your job, its just a timesink and an out-of-work obsession."
To those people, I say: "You're right". The points that I outlined in that article, and plan to outline in this one, are not specific to WoW, and really have little to do with WoW itself. The same lessons could be learned from a baseball team, a group of guys who paintball on the weekend, or any other small group that bands together to accomplish mutual goals. The information on how to function as a leader is really common sense that applies to any relationship (hint: whether its the raid headed to Kara, or your wife and kids, its all about communication and managing expectations). Why do I put it in the context of WoW? Because its what I know, and what I understand. Also, its fun. :)
That being said, what I am about to cover can probably be found in any personality or management help book. Again, this is my feeble attempt to take one thing I don't feel I fully understand, and relate it to something I feel I do understand.
So, onto the real meat and potatoes....
Last time, I talked about the roles in a group... the static roles that are always needed at all times, Main Tank, Main Healer, and DPS; and the dynamic roles that form when needed and dissapate when not needed, Off-Tank, Off-Healer, and Crowd Control.
In World of Warcraft (again, for the uninitiated), players create a character. The character has a gender (male or female), a race (Human, Gnome, Dwarf, Night Elf, and Draenei for the Alliance; and Troll, Tauren, Orc, Forsaken, and Blood Elf for the Horde), and a Class. The class determines the abilities present for the character (so does race to a small degree), as well as their archetypal role in society. There are 9 classes, and they are Warrior, Paladin, Rogue, Hunter, Shaman, Druid, Warlock, Priest, and Mage.
So what do these classes mean, and how do they tie into the workplace? Well let me explain...
The Warrior
Who they are in-game: The warrior is the muscular powerhouse of the battlefield, adventurers from all walks of life. They have great strength, can use almost any weapon, and have many abilities centered around controlling enemy attention and inflicting maximum damage. They wear Mail armor, and after a while, Plate armor; the heaviest armor in the game. They can take a beating and keep on chugging, but they lack the ability to shake off unwanted attention and to heal themselves.
How they function in a group: Warriors are THE tanks in groups. When you need someone to hold enemy attention and take their beatings, this is your man or woman. Because of their exceptional weapon ability, they are also good DPS players. They need the support of a good healer (hey, taking the abuse of the entire group's baddies can be a tough job) for anything more complicated than 1v1 or 1v2.
Who they are in the office: The 'Warrior' of your team is your PR man. They are the tank. They have charisma, and excel at remaining professional in the face of incredible odds. If the situation calls for it or the mood strikes them such, they can roll up their sleeves and work with the best of 'em.
What to watch out for: Your warriors need support. Without the backup of a good 'Healer' (both of hitpoints and morale), they can crumble, albeit after a long time. Since they are often out front, they also need to stay well armed, either with armor and weapons, or in the case of the office, information. Also, they need a spot of appreciation here and there... without them, everyone suffers!
The Priest
Who they are in-game: Priests are the intellectual spiritual leaders of the civilized world, drawing power both from the Holy Light and the Shadow. They are capable of healing their friends, or hurting their enemies. They wear cloth armor, which makes them vulnerable to physical attack, but have defensive spells that help boost their survivability when needed.
How they function in a group: Priests do healing, and lots of it. With only passable DPS, and no tanking ability at all, they compensate by dropping the big heals which can do everything from restore life little by little, to heal everyone around them for huge amounts. They have the power to bring friends back from the dead, when the misfortune occurs, and defend them when danger comes kocking. They also have the ability to deal large amounts of damage as a DPS person, with damaging spells that seem like reverse versions of their healing spells.
Who they are in the office: Know that person who lights up the room, and seems to brighten everyone's day? That's your 'Priest'. They can engage any group with the pure sweetness of their smile, or inspire all around them with the power of their words and voice.
What to watch out for: The Priest's skin is a thin one, and can be pierced easily. In-game, they wear cloth, are squishy, and can be dispatched quickly if not defended. In the office, a few poorly chosen words can darken this ray of sunshine, and too much attention can raise their stress levels high enough to cause them serious problems. In both cases, they need special attention and appreciation where possible, as the group would suffer horribly without them.
The Paladin
Who they are in-game: Defenders of the Holy Light, the poor, the sick, and the otherwise unable; Paladins are the masters and commanders of the battlefield. Like a Warrior, they wear Mail and then Plate, making them capable of absorbing large amounts of damage. They also have the ability to heal their friends, enhance their friend's abilities, and hurt their enemies. While they don't deal as much damage as fast as others, their ability to heal and take abuse compensates nicely, and keeps them useful.
How they function in a group: Paladins are wonders in a group. They can Tank, they can Heal, they can DPS; and they can switch between these roles effortlessly and even take on more than one role at a time. While they don't tank as well as a Warrior, or heal as well as a Priest, or DPS as well as a Rogue, Hunter, Warlock, or Mage; their versitility makes them a welcome addition to any group.
Who are they in the office: Know that special guy who can wow the customers, get a lot done, and keep everyone going at the same time? This is the 'Paladin' of your group. They are an excellent wildcard member, since they can fill any role, and when the 'fit hits the shan', they can turn on a dime to do what needs to be done. Their natural charisma is your greatest asset, as they can charm both customers and follow team members.
What to watch out for: Versitility is their greatest strength and their greatest weakness. The two things you need to be aware of as a group leader or manager, is (1) they can't do everything at once, and (2) they need to know what role is expected of them at a given time. If you're not careful, you can either have a multi-faceted person doing nothing because they have no idea what's expected or a person who's angering the team because they're taking over everyone else's jobs. That being said, try not to micro-manage the Paladin... a seasoned Pally will do what needs to be done on thier own and not need more than a word, while a newbie Pally needs direction but not to be told how to play their part.
The Shaman
Who they are in-game: Shamen are the Horde answer to the Paladin. Like the Paladin, they are spiritual leaders, albeit in more of a balance of brains to brawn than the Pally. They call upon the forces of nature to help deal damage, heal allies, enhance abilities, and master their environments. They can also turn themselves into wolves for faster movement, see far off into the distance, return to their home instantly , walk on water (literally), and even reverse death. Like the Paladin, they are Jacks-of-all-trades, able to switch roles where needed; but while the Pally is geared toward Healing and Tanking, Shamen are geared toward Healing and DPS (due mostly to their medium armor).
How they function in a group: They can Heal, they can DPS, and in a pinch, they can Tank. Their biggest utility in a group? Their utility, of course. Through the use of their totems, they can impart effects, not only on themselves, but on their group. They can enhance strength and speed, hold enemy attention for a short time, heal harmful effects on the group, and add effects to the party's weapons. More directly, they can allow party members to breathe underwater for long periods of time, allow party members to walk on water, see off into the far distance. While these might not seem like big deals, they can make a hard task easy, and an easy task a cake walk. Add to that the ability to heal and ressurrect allies, and the versility to move between roles quickly, and you have a valuable wildcard member of your team.
Who are they in the office: They can split sides in your office, hit the work harder than anything else, and if no one else can, they can hold off the customers or other departments. But what really defines the office 'Shaman'? When you're on that project, and not sure how its going to go, they pull out that one thing that you didn't think of and all's well. For example... if your IT team is deploying new computers, and balking at the idea of imaging and installing software on all of them, the Shaman of the team will be the guy who, in a short time, shows several people how to script the installs, setup a boot CD to launch it, and suggest a method getting each user's needs quickly and efficiently. When you're not sure how its gonna work, the Shaman saves the day with utility and gusto!
What to watch for: They're lightweight... not as much as your Priest, but moreso than your Pally or Warrior, so you need to protect and support them. Believe me, a good Shaman will return the favor. Try to keep them in support of the team... its what they were made for, and be sure to appreciate their input, as they make things easier for all around.
The Druid
Who they are in-game: Druids, like their Shaman brothers, share a relationship with nature. While the Shaman calls on Nature to manifest effects, the Druid uses the power of nature to take on different animal forms. As the Bear, they can absorb damage and keep enemy attention on par with a warrior. As the Cat, they can deal massive damage and sneak around like a rogue. In their Travel, Aquatic, and Flight forms; they can move quickly over land, sea, and air. In their natural form, they can deal moderate damage at range, heal wounds, enhance the defense of their allies, and even reverse death.
How they function in a group: The Druid is the perfect balance of all roles. They do not excel at any particular role, and perform on par with their counterparts, but lack the versitility of the Shaman and Paladin. While Shamen and Pallies can switch roles quickly with no change more than tactics, the Druid must change entire forms in order to benefit their role. They make good fillers in any team role, and an excellent wildcard character.
Who they are in the office: They can clear out an inbox, interface with customers, or help rally the troops; but they can only do one of them at a time. They focus hard, making sure they do the best they can in the role that they take, but it comes at a price. Still, their positive attitude and ability to fill the gaps makes them powerful members of the team.
What to watch for: They can do it all, but not all at once. Give them their role, and then step back and give them room. Also, their needs will change as often as their role, since they are stretched across all of them.
The Rogue
Who they are in-game: Rogues are the shady people that go bump in the night. They are thieves, spies, and traffickers of information. They exist in shadow, strike quickly, and then fade back into the shadows. Their medium armor makes them open targets if seen, but their amazingly lethal abilities and knack for hiding in dark spaces make them hard targets.
How they function in a group: Rogues are about damage, and lots of it. They can sneak in close, stun enemies and pick them apart before they've had the chance to move. As long as the tank keeps the baddies beating on him, the rogue will make short work of them.
Who they are in the office: Know the guy who shows up at 8am, gets a ton of work done, and then disappears at 5pm? That's your 'Rogue'.
What to watch for: Rogues are there to do their thing and then vanish. They don't want to stay at work any longer than they have to, so give them their assignment and then let them go to it. Make sure your Main Tank and Healer are doing their job, or your office Rogue won't last long.
The Hunter
Who they are in-game: Hunters are the lone children of nature. Not content to be a part of the living machine that is the big city, Hunters strike out on their own into the forests, deserts, and grasslands of the world. The only ones they call friends are the animals that fight by their side. Hunters are adept (through the help of their animal friends and their vast survival knowledge) employing misdirection and striking hard from a distance. Before some poor sap figures out that this is more than a mere animal attack, its already too late.
How they function in a group: Hunters, like Rogues, are all about the DPS. Unlike Rogues, who like to get up close to their targets, Hunters prefer to pick away at them from a distance. They send pets to do up close damage, can lay devastating traps, and can handle a bow, gun, or crossbow with deadly precision.
Who they are in the office: Unlike your office Rogue, the office hunter has no friends but the one he brings with him. He sends his friend in for the up-close work (that the customers see), and picks off the hard parts of the project from a comfortable distance. Your customers often don't realize he's there, or the purpose he serves... just know that the team rocks.
What to watch for: Hunters prefer to stay unknown, unnamed. Make sure your Tank keeps managing customer attention, and try not to worry about the hard part of the projects... they're taken care of. If any customers do begin to notice him, he's liable to feign death. :)
The Mage
Who they are in-game: Mages are the intelligent users of magic. Whereas Druids and Shaman receive their power from nature, and Paladins and Priests through the Holy Light; Mages harness the power of the arcane through study and experimentation. Because of this, their power (and by extension they themselves) cannot heal injury or disease, but instead manipulate the order of things. They can turn men into harmless animals, conjure the raw power of fire and ice, and control shattering explosions of pure arcane power.
How they function in a group: The Mage is another powerhouse of damage. Like the Hunter, they are capable of large amounts of damage at range. Unlike the Hunter, they work by exerting control over their situation, not misdirection. They are valued Crowd Control (via their Polymorph Spell, and their mastery of Ice), adept with Area of Effect spells (dealing large damage to all enemies within an area), and capable of precision damage (via their bolt spells). They are also tremendous support characters, capable of boosting other spellcasters generously, and excellent utility, able to conjure food and water at will.
Who they are in the office: They are your know-it-all, get-it-done got-atters in the office. They work hard and quick, able to focus on one aspect of the project, or hit it all at once. They will support your other employees by producing ideas and enhancements that make getting things done easier and faster. If you're stuck on figuring out what system to use to implement the Shaman's idea of automation into your IT deployment, the Mage probably knows a system he read about somewhere that will do everything you want it to do at half the cost of the rest.
What to watch for: They can catch your customer's attention very fast, and overwhelm themselves quickly requests to personally see to a project. To manage this attention, they either rely on a good tank, work in bursts, or disappear into the ether. If they attract this unwanted attention, make sure your Healer is on task, constantly motivating them, and slowly move those people off to the Main Tank... that's what he's there for!
The Warlock
Who they are in-game: Warlocks are the mysterious order of creatures who tap demonic energies for their power. They usually start casual... in light armor, not appearing as a threat. What you didn't notice was the curse that's now upon you, and several other spells that aren't hitting you up front, like the mage, but slowly. By the time you realize that the Warlock is attacking you, its already too late. Add to that, the power of their Demon Minions which they can summon at will, and you have a very formidable opponent.
How they function in a group: Warlocks are excellent DPS, crowd control, and support characters. They have the ability to conjure items which boost their magical power, and stones that restore health or bring back the dead. Their pets are capable of providing additional DPS (both at range and up close), enhancement, or tanking. Their curses impart effects onto their enemies making them weaker, killing them slowly, or keeping them from fleeing.
Who they are in the office: The sit in the back corner, and almost never attract attention. If you looked back at them 3-4 times a day, you'd see them surfing the internet, but amazingly their work is always done. When needed, they can help other members of the team, revive a dead project, or suddenly pull an all-nighter and finish half of the project (although you'd never know it except for an e-mail or two from an odd hour).
What to watch for: If customers begin to notice them, they can be in trouble. Although they appear to be doing nothing, they are slowly and quietly handling large amounts of your work. Keep them clear, motivated, rewarded; and your projects will mysteriously continue to finish themselves. Be careful too... they will run themselves into the ground to get things done... dealing large damage to your workload but also to themselves at the same time. Be careful they don't burn out, or you will have a large gap to fill.
The class types above are all based on personality archetypes. Although they have a focus (melee combat, long range combat, support); each class has 3 paths, called Talents trees. The talents in these trees help to enhance aspects of the class's abilities. By doing this, they create different ways to play the same class. The Priest, for example, can take talents that enhance his healing capabilities, increase his spellcasting efficiency, or increase the damage of his damaging spells. How you use these abilities is usually referred to as your play style.
Like talents, the people you manage will have nuances to their personalities and inherent abilities that will differ in how they approach tasks. I refer to this as their Work style, or more commonly, their work ethic. Its important to learn, as quickly as you can, how this work style functions, in order to direct the employee and make efficient use of their energy.