Stress workshop

Contact centres can often be stressful environments and managing high stress levels in your centre require an understanding of what causes stress and how it can be overcome.  This one-day Stress Management Workshop focuses on identifying sources of stress in your contact centre and examines ways of recognising and alleviating that stress.

Participants will leave this workshop having an understanding of positive and negative stress at an individual, team and centre level, equipping themselves with practical tips on how to recognise and control negative stress. The Workshop is interactive with a number of individual and group exercises, including role-play.

Workshop content:

• Defining stress
• Positive and negative stress
• What causes stress
• Reactions to stress
• Recognising and controlling stress
• Relieving stress at work
• Coping with stressful situations
• Time management
• Management styles and their impact

Personal Effectiveness Workshop for Agents

A certain amount of stress is good however stress that impacts performance needs to be managed. Through this one-day Personal Effectiveness Workshop we will focus on what causes stress and how to manage it, using proven stress control techniques.  The module will focus on internal stress (within the contact centre) and external stress (outside the company, customers). Participants will learn and apply techniques that can be used on a day-to-day basis to manage Personal Effectiveness. The Workshop is interactive with a number of individual and group exercises, including role-play.

Workshop content:

• What is Stress?
• What Causes Stress in a Contact Centre environment
• Reactions to Stress
• Recognising and Controlling Stress
• Relieving Stress at Work
• Coping with change
• Teamwork Skills
• Performance Evaluation – understanding and handling performance feedback