Training For Supervisors, Team Leaders, Coaches and Quality Assurance Professionals

 

Leadership Development Workshops

 

Research has shown that the single most important factor in creating a high- performing service culture is the quality of the supervision.

Leading a team of customer care professionals can be a challenge, even on a good day. These workshops provide supervisors, team leaders, performance coaches and quality assurance professionals with the expertise they need to maximize their team's performance. Classes can be delivered as individual workshops, a series of  workshops or as an off-site retreat -- whatever fits your schedule. Curriculum is tailored to fit the unique needs of your team.

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Leadership Workshop:
Creating a High-Performing Team

Characteristics of High-Performing Teams
-- Stages of development of high-performing teams     
-- Principles of  team work
-- Team assessment 
 
Characteristics of Leaders of High-Performing Teams 
-- Core Competency Self-Assessment 
-- Utilizing behavior styles to individualize coaching
-- 51 lessons learned about organizational change 

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Leadership Workshop:
Providing the Right Mix of Support

Communication Skill Set: Leader as Coach and Mentor
-- Principles of personalized supervision
-- Providing timely, specific feedback that enhances self-esteem
-- Step-by-step process for handling performance improvement challenges

Communication Skill Set: Conducting Maximum Impact Meetings
-- Characteristics and dynamics of successful meeting-facilitation
-- Meeting-facilitation basics
-- What to do when things go wrong

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Leadership Workshop:
Getting it all Done

Managing Multiple Priorities
-- Where does your time go?
-- Techniques for getting out of  "firefighting" mode
-- Tips for getting rid of your "monkeys"

Action Plans "Get it Done!" For Supervisors and Teams
-- Identifying potential barriers to success
-- Developing a SMART Team Action Plan
-- Creating a Personalized Leadership Development Plan

 

Coach-the-Coach Mentoring

No time for a workshop? Any of the workshop topics can be personalized using our unique "Coach-the-Coach" tele-format.  Phone sessions can be scheduled weekly or bi-weekly. You set your own agenda. Call us for details. 

 

Training For Customer Care Professionals

Leadership Training For Supervisors, Team Leaders, Coaches and Quality Assurance Professionals

Services: Assessments | Training | Coaching | Consulting