Coaching the Coach workshop

Effective communication leading to clear understanding is essential to establishing and maintaining a high performance work culture.  Through this very interactive and challenging workshop your Managers and Team Leaders will learn to coach and empower staff to implement changes to increase their own performance whilst overcoming any hurdles that stand in their way of their own development.

In this workshop you will learn how to:

• Overcome the barriers to coaching
• The different methods to coach
• Create your businesses call, E-Mail and web chat standards
• Structure the coaching session
• Coach from a people centered business practice
• Gather knowledge and skill gap analysis
• Incorporate coaching into your ISO standards
• Improve your overall business processes
• Turn coaching into a positive experience for your staff

The application of the  “system coaching” will benefit your business by giving you the tools you need to coach your staff at all levels and develop their skills, which will translate into an increased customer satisfaction via the intervention of a higher ACRM (agent customer relationship management) and improved staff performance.

This is a 1 to 2 day workshop aimed at managers, team leaders and coaches. Participants practice their newly acquired skills by applying them to their own simulated job environments through experientially based exercises, enhancing the transfer of skills learned to on the job performance.

Workshop content:

Key topics covered in this workshop include:

• Overcoming the emotional hurdles to coaching
• Examining the different methods of coaching and call monitoring
• Understanding the holistic vs tabular approach to coaching
• Structuring a coaching session
• How to assess calls, e-mails and web chats
• Preparation of the session
• How to give and receive feedback
• How to coach
• Consolidation of the session
• Developing an overall plan that links into ISO 9000/9001