The focus of your call center may be to generate sales or to handle customer service, either way, your department has an important role in the organization. The call center team is the face of the company for the customer, hence plays a crucial role in customer handling. Call centers generate a high turnover, which makes it even more important to exhibit consistent management and strong leadership to avoid attrition and to increase productivity and response time. In this lesson, let’s look at some ways that you can develop and maintain a happy, productive, and motivated call center team.
By definition, dynamic teams are composed of self-directed, goal-focused individuals, each with specific expertise and skills, who work together to create innovative solutions that consistently result in superior outcomes. But truly dynamic teams don’t just happen. They are the result of purposeful selection, a motivating vision, and strong leadership. In this course, you will learn how to identify potential team members, how much supervision and oversight to provide, and how best to motivate your people.
Management is about exercising good judgement, meeting strategic objectives, and creating an excellent environment for employee success. How can you stand out from the rest of the managers in your organization? Managers who are able to solve problems, handle crisis situations, initiate and implement change, negotiate viable outcomes, and apply critical thinking to day to day issues are rare and highly regarded. This series of courses introduces the participant to the theories, strategies and techniques in these areas. Participants will be able to approach change and crisis management with a set of critical thinking skills that will allow them to solve problems in an creative and calm manner negotiating outcomes that will satisfy everyone involved.
Creating the conditions for employee success requires thought and understanding of what makes the employee tick. In this series of courses participants will explore the concepts of coaching and mentoring for success. Exploring employee motivation, performance management strategies and how to deliver effective critical comment are key components to how effective a manager is when working with employees. This is particularly true in a team-oriented environment, so the course series addresses this critical component as well. Participants learn the theory, the strategies and the techniques for effective coaching and mentoring. Detailed examination of employee motivation, performance management and constructive criticism assist the participant to master the coaching and mentoring interface both individually and in the team.
Successful people have common traits and habits. They tend to stand out from the crowd and are always seeking new challenges and opportunities. This series explores some of the ways you can become one of those successful people by developing skills that create a strong set of competencies. Success depends on being able to manage your time, define and accomplish your goals, understand and work with others, and present yourself as being the person best suited for success.
5 Course Bundle: The world seems to be moving at an ever increasing pace. This causes stress and pressure in your work life which often carries over into your personal life. People who are happier, more self aware, and emotionally adjusted are healthier and more successful. This 5 course bundle will help you better understand yourself and how you interact with co-workers, freinds and family. This series of courses allows participants to examine their emotional intelligence, mindfulness and selfawareness. The participants will increase their happiness and lower stress levels and the negative impacts of stress.
No one is born a sales person. No one has a special gift that makes customers buy products/services. Everyone can however, learn how to sell successfully. By learning to communicate with customers, build lead lists, and sell the company’s services with authority, anyone can be a successful sales person. With our “Top 10 Sales Secrets” workshop, participants will discover the specifics of how to develop the traits that will make them successful sales people and how to build positive, long lasting relationships with their customers! Workshop Objectives: Learn how to develop effective traits Learn how to “know” your clients better. Better represent the product/service Cultivate effective leads Sell with authority Learn how to build trusting, long term relationships with customers
The meaning of Soft Skills can sometimes be difficult to describe. It can be that unique attribute or characteristic that facilitates great communication. It can be the special way that you show confidence in a challenging situation. These and other events can become more easily managed with this great workshop. With our 10 Soft Skills You Need workshop participants will begin to see how important it is to develop a core set of soft skills. By managing and looking at the way people interact and seeing things in a new light, your participants will improve on almost every aspect of their career. Workshop Objectives: Discuss how soft skills are important to success in the workplace Understand the 10 key soft skills everyone should have Use soft skills to relate more effectively to others in the workplace Understand how to use soft skills to communicate, problem-solve, and resolve conflict Apply soft skills to specific situations
Deciding to attend a trade show is a large investment for any company. Preparation is essential: It’s better not to go to a trade show than to go unprepared. Every person in your booth is an ambassador to your company, make sure they are prepared. Trade show attendees usually plan a list of whom they're going to visit before ever entering the convention center doors, make sure you are on that list. Make sure your staff has the right tools to succeed with our Trade Show Staff Training course. A successful trade show will benefit your company on many levels. The most basic statistic is that it can cost half as much to close a sale made to a trade show lead as to one obtained through all other means. Get your staff trained and get to that trade show! Workshop Objectives: Recognize effective ways of preparing for a trade show Know essential points to setting up a booth Know the Dos and Don’ts behaviors during the show Acknowledge visitors and welcome them to the booth Engage potential customers and work towards a sale Wrap up the trade show and customer leads
Organizations can be thought of as living beings made up of the individuals working within it. Appreciative Inquiry has the ability to change the whole organization by changing the people. Through positive questioning people will be directed to move in a positive direction. Recognizing the strengths and values of what works as opposed to what's wrong will transform the individuals and thus transform the organization. Appreciative Inquiry is a shift from looking at problems and deficiencies and instead focusing on strengths and successes. It is a tool for organizational change and it will strengthen relationships. Who doesn't like to share good positive stories and events? Think about it. Workshop Objectives: Know the meaning of appreciative inquiry Think in positive terms and avoid thinking negatively Encourage others to think positively Recognize positive attributes in people Create positive imagery Manage and guide employees in a positive environment
Having a balance between work and home life can be a challenge. With this challenge come great rewards when it is done successfully. By balancing a career with home life it will provide benefits in each environment. You will become healthier, mentally and physically, and you will be able to produce more career wise. With a Work-Life Balance you will be managing your time better. Better time management will benefit all aspects of life; you will be working less and producing more. This workshop will show how to focus on the important things, set accurate and achievable goals, and communicate better with your peers at work and your family at home. Workshop Objectives: Explain the benefits of work life balance. Recognize the signs of an unbalanced life. Identify employer resources for a balanced lifestyle. Improve time management and goal setting. Use the most effective work methods for you. Create balance at work and at home. Manage stress.
There were an estimated one billion virtual workers in 2012, and the number continues climbing and will do so well into the future. With a global workforce you are provided with a cost effective and talented pool of employees to draw from. With a virtual team you are given a Follow the Sun production environment. With a virtual team you have the normal issues of a localized team, with the additional challenges of distance and cultural differences. Virtual Team Building and Management will give participants the knowledge to work with these challenges and succeed in a growing global workforce. Workshop Objectives: Know the keys to establishing a virtual team Learn how to hold effective meetings and group sessions Learn effective ways to communicate with team members Use tools to build trust and confidence among employees Know how to handle poor performing employees Know how to manage a virtual team during any project
Whether you are preparing to be a professional trainer, or you are someone who does a bit of training as a part of their job, you'll want to be prepared for the training that you do. Participants will begin the process of becoming trainers themselves, and understand that training is a process where skills, knowledge, and attitudes are applied. The Train-The-Trainer workshop will give all types of trainer's tools to help participants create and deliver engaging, compelling workshops that will encourage trainees to come back for more. Skills such as facilitating, needs analyses, understanding participant’s needs, and managing tough topics will give participants what the need to become a trainer themselves. Workshop Objectives: Define training, facilitating, and presenting Understand how to identify participants’ training needs Create a lesson plan that incorporates the range of learning preferences Create an active, engaging learning environment Develop visual aids and supporting materials Manage difficult participants and tough topics
For most of us, teamwork is a part of everyday life. Whether it's at home, in the community, or at work, we are often expected to be a functional part of a performing team. Having a strong team will benefit any organization and will lead to more successes than not. The Teamwork And Team Building workshop will encourage participants to explore the different aspects of a team, as well as ways that they can become a top-notch team performer. Participants will be given the details and concepts of what makes up a team, and what factors into being a successful team and team member. Workshop Objectives: Describe the concept of a team, and its factors for success Explain the four phases of the Tuckman team development model and define their characteristics List the three types of teams Describe actions to take as a leader – and as a follower for each of the four phases (Forming, Storming, Norming and Performing) Discuss the uses, benefits and disadvantages of various team-building activities Describe several team-building activities that you can use, and in what settings Follow strategies for setting and leading team meetings Detail problem-solving strategies using the Six Thinking Hats model -- and one consensus-building approach to solving team problems List actions to do -- and those to avoid -- when encouraging teamwork
Team building is an important part of the work experience. It is not only applicable to your work life, but also transfers over to your personal and social life. When working with a team, it is important to fully engage yourself. One should take the time and proper steps, to become the best team member they can be. With our Team Building for Managers workshop, participants will learn how important team building is and how beneficial it can be. Through this workshop, participants will gain a new perspective on teamwork, and become a valuable member to any team they are placed in. Follow the information in this workshop and create a positive atmosphere within your company with the use of teams. Workshop Objectives: Discuss the benefits of team work Understand the importance of intentionally fostering teamwork Determine strategies your organization can take to build teams Understand the benefits of games and social activities in building a team Apply the principles of team building to your own organization
Teams are unavoidable in any business. The key to successful team building is addressing the importance of chemistry between team members. It is not enough to have a group of people work on a project; people have to connect and balance each others’ strengths. By staying aware of the chemistry as you build the group, you will increase the chance of avoiding pitfalls and developing a sense of unity. With our “Team Building through Chemistry” workshop, participants will discover the specifics of how building a team through chemistry will lead to success. Workshop Objectives: Understand the team development model Identify team chemistry Create vision and goals Appreciate diversity Manage conflict
Taking the initiative is a crucial step in moving forward in our professional and personal lives. By showing initiative, it reflects us in a positive light to others as well as builds our own self-esteem. If we want something to happen, we need to make it happen. That is what initiative is all about. Take opportunities and run with them. Do not let excuses cause you to miss out on amazing opportunities. See what you want, believe what you want, and make it happen. With our “Seeing and Taking Initiative” workshop, the class participants will learn what initiative is, how to take it on, the advantages of it, and when to know one's place. By enrolling in this class, participants will be taking the first step in making something positive happen for them! Now that is initiative! Workshop Objectives: Identify what initiative looks like Recognize when you can take steps outside the normal Build confidence for themselves Learn to find opportunities Learn good and bad aspects of initiative Balance initiative and restraint
Positive and negative stress is a constant influence on all of our lives. The trick is to maximize the positive stress and to minimize the negative stress. Participants will be shown how stress can be positive and negative, and we’ll look at the Triple A approach that will form the basis of this workshop. The Stress Management workshop will give participants a three-option method for addressing any stressful situation, as well as a toolbox of personal skills, including using routines, relaxation techniques, and a stress log system. They will also understand what lifestyle elements they can change to reduce stress. Workshop Objectives: Identify the best approach to a stressful situation (Alter, Avoid, or Accept) Understand what lifestyle elements you can change to reduce stress Use routines to reduce stress Use environmental and physical relaxation techniques Better cope with major events Use a stress log to identify stressors and create a plan to reduce or eliminate them
Social Learning is an effective way to train your employees through modeling positive behaviors. It is a great way to promote cohesion and involvement as it builds a culture of learning. Participants will learn the best way to conduct role plays, share best practices, and provide constant and immediate feedback. With our Social Learning course participants will be creating learning communities that benefit every aspect of your organization. They will learn new behaviors through observation and modeling and be instilled with a passion for learning. Workshop Objectives: Define and use social learning. Identify social learning tools. Manipulate group dynamics and culture. Craft and lead role play scenarios. Practice being a role model. Understand modeling and observation.
Social Intelligence is about understanding your environment and having a positive influence. Participants will become more confident in their social situations by learning how to express and interrupt social cues. They will create positive connections and increase their influence during social situations. Increasing Social Intelligence will provide benefits throughout their professional and personal lives. It is a fantastic tool for coaching and development as people will learn “people skills”. Improving social skills through active listening, understanding body language, and being more empathic will give participants the advantage in their interactions. Social interactions are a two way street, know the rules of the road! Workshop Objectives: Be aware of our own behaviors Learn to be empathetic with others Know tools for active listening Effectively communicate interpersonally Recognize various social cues Determine appropriate conversation topics Know various forms of body language