Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

This 2-day workshop is designed to give call center managers, supervisors and team leaders (coaches) the skills, confidence and practice to work with employees to effectively manage performance improvements and to deal with the conflict that occurs in some performance management situations.

What will you learn?

Understand 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. This course prepares you to identify developmental needs and formulate an action plan. You will understand how to apply your Occupational Performance Policy to manage and improve performance situations requiring disciplinary action.

Key Learning Points

Learn effective techniques to mange the behavior styles of different individuals
Use the 5-Steps to evaluate, manage and improve employee performance
Develop a Performance Management Checklist to insure clarity and consistency in performance management
Learn to objectively document behavior and performance
Enable your employees to take ownership of and partner in their own growth and development
Recognize and mange conflict and 4-steps to conflict resolution
Use performance management skills during a performance management coaching simulation

Modules

Manage Different Behavior Styles

Identify the Roles of the Coach
Recognize the Traits of the 4 Major Behavior Styles
Use Techniques that Work with Each Behavior Style

Your Center Strategy and Vision

Recognize Signs of Conflict, Confrontational
Tactics and Conflict Escalation
Use Tactics to Manage Conflict
4- Steps of Conflict Resolution

5-Step Performance Management Process

Set Expectations
Evaluate non-performance and opportunities for improvement
Use 5-Step Performance Management Checklist
Learn Importance of Documentation
Develop Action Plans to Improve Performance

Practice Conflict Management

Put into Practice What Was Learned: Using 5-steps to performance management, the checklist and conflict resolution during a performance management coaching simulation.

Workshop Environment

This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process.

Note: If students have attended Coaching Skills for Call Center Leaders, then the first modules of this course are review.