Call Centre Team Leader Development
Course
In Winchfield
Description
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Type
Course
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Location
Winchfield
By the end of the workshop participants will be able to: Gain flexibility in their leadership style. Develop their listening and observation skills. Learn skills to enable them to monitor and develop individual and team performance. Improve their ability to cope under pressure. Suitable for: Team Leaders need to have excellent people skills and learn how to balance the demands of their own teams with their operational workload.
Facilities
Location
Start date
Start date
Reviews
Course programme
Call Centre Team Leader Development
Who Should Attend And Why
Team Leaders need to have excellent people skills and learn how to balance the demands of their own teams with their operational workload. This workshop will give you the skills required to effectively produce excellent results through other people, and to make that process into one which is easy and enjoyable for both you and your team.
The workshop will be delivered using a combination of group interaction, trainer feedback and practical exercises, including the use of video recording. Delegates will be encouraged to use previous experiences and historic management information to create realistic role-play scenarios.
By the end of the workshop participants will be able to:
- Gain flexibility in their leadership style
- Develop their listening and observation skills
- Learn skills to enable them to monitor and develop individual and team performance
- Improve their ability to cope under pressure
Workshop Overview
- The Role of a Team Leader
delegates will source for themselves the objectives of a team leader - What is a Team?
learn why we work in teams and what effective teams consist of - Barriers and Personal Responsibilities
how to break through personal barriers
ways to avoid sending conflicting messages - Running Effective Team Meetings
how to lead team meetings that are effective and fun - How Individuals Develop
learn the 4 key stages of individual development within the team - Flexible Leadership
learn how to effectively adopt a management style which is appropriate to each individual / situation - Monitoring & Troubleshooting
how to maintain an overview of progress and how to assist individuals to solve their own problems - Feedback
learn how to reinforce positive and productive behaviour and develop standards through praise and reprimand - Coaching
how to modify individual behaviour to encourage more productive performance - Contracting
how to set up and create permission for the day to day coaching and counselling of team members - Motivation
learn to create new challenges for team members and yourself, even when the last thing anyone wants to do is pick up a phone - Dealing With Difficult Customers
proven strategies for handling complaints and criticisms
how to turn complaining customers into your biggest advocates - Overcoming Objections
find out how to deal effectively with complaints, criticism and objections
learn how to professionally manage your customer through a proven strategy
Call Centre Team Leader Development