Coaching Skills Training

dancing lion training & consultancy
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Informazione importanti

  • Corso
  • In company
  • Quando:
    Da definire

Effective call sampling and coaching training is key to meeting quality goals, satisfying customers and ensuring staff development. Having a system set up that staff understand and agree upon pays dividends. This coaching skills training course provides participants with clear guidelines and working methods.

Informazione importanti
Quali sono gli obiettivi della formazione?


❖ a shared organisational vision for promoting TQM
❖ a positive, customer-oriented culture
❖ increased employee morale and retention
❖ improved managerial performance
❖ enhanced professionalism and public image
❖ improved intra/interdepartmental communication
❖ enhanced leadership skills required to excel in their career
❖ a new appreciation for their role in helping the organisation achieve excellent results

È la formazione giusta per me?

Team leaders, coaches, quality specialists.


Dove e quando

Inizio Luogo
Da definire

Cosa impari in questo corso?

Counselling Psychology
Decision Making
Telephone Skills
Coaching Skills
Conflict Resolution
Problem Solving
Listening Skills
Time management
Telephone answering
Telephone management


Programme objectives

To increase understanding, skill and effectiveness in call sampling and coaching so that the organisation achieves its objectives and customers receive a superior service.

By the end of this seminar, delegates will be able to:

❖ define the purpose of call sampling so everyone is listening to calls in the same way
❖ structure the call sampling session to track measurable progress
❖ agree the ground rules for call sampling – so that everyone is working in the same way
❖ set out who should listen to the call samples – frequency, process and purpose
❖ set up a structure for reviewing the process of call sampling so it is continuously improving
❖ time for call sampling
❖ avoid mistakes and demoralisation
❖ give meaningful feedback to staff members
❖ understand how quality management methods and call coaching techniques fit together
❖ utilise key documentation for quality management and call coaching
❖ carry out call sampling and staff coaching to fit with individual professional development
❖ apply staff coaching reinforcement methods
❖ maintain coaching so that new behaviours become habitual