The CCMA, Call Centre Management Association, have announced a series of one day training courses, Operational Coaching skills and techniques and Skills and Techniques for Delivering Difficult Messages.
Operational Coaching skills and techniques
The most important conversation that takes place in your contact centre happens between your advisor and the customer. This one-day training workshop equips Team Managers with the skills and knowledge to coach advisors to deliver quality conversations. Learn about best practice techniques for delivering side by side coaching for improved performance and employee engagement.
The CCMA Workshop can help you to,
- Recognise the difference between coaching, training and performance management
- Understand how performance coaching and call coaching differ
- Develop your knowledge of the GROW coaching model and the skills required to coach effectively
- Apply and practise call coaching techniques using role play
- Create a call coaching planning guide
Manchester 20th March 2015 and London 24th March 2015
Cost £295 (Member rate £245) plus VAT
To reserve your place at either of these events please Click Here
Skills and Techniques for Delivering Difficult Messages
A highly practical and engaging course, where line managers or aspiring line managers can develop the skills to handle difficult conversations.
Team managers often find themselves having to have challenging conversations with advisors usually relating to absence, performance or behaviour issues. It is the part of their role that often causes them the most anxiety and without applying the right skills and approach it can also cause the situation to worsen.
The CCMA Workshop can help you to,
- understand personal barriers and concerns around delivering difficult messages
- explore reactions to messages being received and how to handle
- understand the preparation required prior to having a difficult conversation
- develop knowledge of transactional analysis, framing and other techniques
- apply and practise the techniques in the delegates workplace context
The course will enable delegates to practice their skills in a safe environment and be in a position to apply their new skills as soon as they return to their team.
Manchester 24th April 2015 and London 28th April 2015
Cost £295 (Member rate £245) plus VAT
To reserve you place at either event Click Here
