Coaching Skills Training

dancing lion training & consultancy
Inhouse
1 opinion

£ 337 - (Rs 29,125)
VAT incl.

Important information

  • Course
  • Inhouse
  • Duration:
    2 Days
  • When:
    Flexible
Description


Effective call sampling and coaching training is key to meeting quality goals, satisfying customers and ensuring staff development. Having a system set up that staff understand and agree upon pays dividends. This coaching skills training course provides participants with clear guidelines and working methods.

This training programme is typically delivered in English.
Translators can be provided at an additional cost.

Important information
What are the course objectives?


Outcomes

❖ a shared organisational vision for promoting TQM
❖ a positive, customer-oriented culture
❖ increased employee morale and retention
❖ improved managerial performance
❖ enhanced professionalism and public image
❖ improved intra/interdepartmental communication
❖ enhanced leadership skills required to excel in their career
❖ a new appreciation for their role in helping the organisation achieve excellent results

Is this course for me?


Team leaders, coaches, quality specialists.

Requirements:

Venues

Where and when

Starts Location
Flexible
Inhouse

Opinions

C

14/10/2016
What I would highlight I learned how to coach and overcome barriers. I can’t wait to get started!

What could be improved Nothing bad.

Course taken: October 2016 | Recomendarías este centro? Sí.

What you'll learn on the course

Counselling Psychology
Decision Making
Telephone Skills
Coaching Skills
Staff
Conflict Resolution
Coaching
Problem Solving
Leadership
Listening Skills
Quality
Time management
Quality Training
Telephone answering
Telephone management
Staff
Counselling Psychology

Course programme

Programme objectives

To increase understanding, skill and effectiveness in call sampling and coaching so that the organisation achieves its objectives and customers receive a superior service.

By the end of this seminar, delegates will be able to:

❖ define the purpose of call sampling so everyone is listening to calls in the same way
❖ structure the call sampling session to track measurable progress
❖ agree the ground rules for call sampling – so that everyone is working in the same way
❖ set out who should listen to the call samples – frequency, process and purpose
❖ set up a structure for reviewing the process of call sampling so it is continuously improving
❖ time for call sampling
❖ avoid mistakes and demoralisation
❖ give meaningful feedback to staff members
❖ understand how quality management methods and call coaching techniques fit together
❖ utilise key documentation for quality management and call coaching
❖ carry out call sampling and staff coaching to fit with individual professional development
❖ apply staff coaching reinforcement methods
❖ maintain coaching so that new behaviours become habitual