Coaching and Conflict Management Series

Attend a three part series on coaching to turn your “monitoring” into coaching skills that work.

Part 1. The Coaching Process - Everything You Do or Don't Do
March 17th 1:00-2:00pst

Part 2. Coaching and Calibrating Call Quality - Gaining Agreement
March 24th 1:00-2:00pst

Part 3. When Coaching Isn't Working - The Tough Times
March 31st 1:00-2:00pst

Part/Date:	Price:
No course dates are scheduled at this time.

Part 1 - The Coaching Process - Everything You Do or Don't Do

Who Should Attend

This workshop is designed to give call center managers, supervisors and team leaders (coaches) the skills, knowledge and confidence to bring out the best in their employees and create an environment where employee involvement helps them compete and thrive in today’s competitive markets.

What You Will Learn

Acquire skills to effectively coach for results. Learn methods for coaching to improve performance. Stimulate employee growth, performance and development with empowering feedback solutions.

Key Learning Points

• Examine the value systems that guide and drive behavior
• Enable your employees to take ownership of and partner in their own growth and development
• Set attainable goals and expectations and give meaningful feedback

Part 2 - Coaching and Calibrating Call Quality - Gaining Agreement

Who Should Attend

This session will help intact call center teams of managers, supervisors, team leads (coaches) and call quality teams. The workshop is designed to calibrate call quality standards and insure to what degree calls meet performance expectations.

What You Will Learn

Learn what and how to measure the components of a call. Develop a call evaluation form using adult learning theory. Evaluate to what extent the call met quality standards and calibrate “ratings” to insure uniform evaluations that balance strengths and opportunities for improvements.

Key Learning Points

• Develop Call Quality Standards For Your Call Center
• Calibrate Call Quality Ratings Among Team Members
• Use Effective Feedback/Coaching Methods

Part 3 - When Coaching isn't Working - The Tough Times

Sometimes coaching doesn't seem to be effective. Evaluate the difference between coaching and conflict management. Recognize the signs of conflict and develop skills to change conflict to problem solving.

Who Should Attend

This workshop is designed to give call center managers, supervisors and team leaders (coaches) the skills, confidence and practice to work with employees when performance becomes the focus and coaching isn’t working.

What You Will Learn

This course prepares you to identify developmental needs and formulate an action plan. It will help you recognize the impact of performance issues on the team, the business and the bottom line. Stimulate employee growth, performance and development with empowering feedback solutions. Develop a strategy to bring conflict and nonperformance issues to resolution.

Key Learning Points

• Identify confrontational tactics and the steps that lead to escalation
• Enable your employees to take ownership of and partner in their own growth and development
• Set attainable goals and expectations and give meaningful feedback

Part/Date:	Price:
No course dates are scheduled at this time.

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