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New and Aspiring leaders - Contact Centre Induction
March 15, 2023 - March 17, 2023
9:30 am - 4:30 pm
The programme covers all the key aspects of leadership so new and existing leaders can have a clear and structured programme which gives them the tools they need to be great leaders; the frontline team leaders have the most profound effect on how our people feel and perform so this programme equips them to make an impact daily with the necessary skills to engage and lead people.
DAY ONE
> Leadership v’s Management – becoming a leader, understand the key differences and the approach
> Introduction to Leadership styles – What’s your style and how to communicate
> Skill & Will conversations – How to diagnose for behavioural and skill deficits
> Know your strengths – Understanding your own strengths and values with a Strengths assessment
DAY TWO
> Planning your first team meeting – Build your confidence in speaking, presenting & engaging your team
> Planning your first 121 – What makes a good 121 and how to engage and motivate individuals.
> Giving feedback and difficult conversations – how to prepare yourself and plan for these conversations
DAY THREE
> Coaching for performance – Introduction to different coaching styles, planning and preparing your session
> Running your first coaching session – Real opportunities to Coach your peers
> Coaching practice – Individual and group coaching scenario practice
Venue: Online Event
