Team Leaders and managers 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 your team leaders and supervisors 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 program has been specifically customized for Contact centre and customer assistance centres.
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
1. Leadership development Skills a. Understanding Leadership styles b. Understanding business strategy c. Reporting Skills: Team reports Vs Strategic Reports d. Innovations and Creativity e. Meeting Management and presentations f. Conflict resolutions for service leaders g. Managing stress h. Prioritisation and effective delegation skills
2. Integrated Performance Management a. Setting performance goals b. Negotiating and Signing team performance Contacts c. Monitoring productivity d. Coaching for better results e. Performance Evaluations, Feedback and Mentoring f. Reward good performance g. Managing underperformance i. Dealing with Absenteeism ii. Performance mentoring/rehabilitation iii. Disciplinary and terminations
3. Team Management skills. a. Team means Everything b. Team Relationships and dynamics c. Team Communications