Call Centre Team Leader Development

Course

In Winchfield

Price on request

Description

  • Type

    Course

  • 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

Winchfield (Hampshire)
See map
Rose Lodge, Old Potbridge Road, RG27 8BT

Start date

On request

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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

Price on request