Call Coaching For Results
An interactive, hands-on 1-day workshop, which focuses on developing effective coaching and feedback skills to help you maximise your teams performance.
Key modules:
- An overview of effective coaching strategies
- Implementing a 3 step coaching model
- Giving effective feedback
- The importance of call centre standards and call monitoring in the coaching process
- Practical coaching sessions
Course Objectives
Participants will be able to:
- Identify and address typical problems with coaching
- Give both positive and constructive feedback effectively to staff
- Communicate clearly and effectively
- Apply a five step coaching model to a specific task
- Deal effectively with negative emotions and defensiveness
Course Outcomes
At the end of this workshop, participants will be better able to give feedback and coach current team members effectively. In particular, participants will be able to:
- Recognise the special needs of individuals and give appropriate feedback
- Competently coach team members on-the-job
- Review their coaching style for self-improvement
- In addition, participants will be able to continue to achieve further growth through personal development action plans.
Workshop dates
Schedule for: 2010 | 2011
There is no schedule for this course for the selected year. Contact us for availability or try a different year.
Investment
$395