Perfecting the call-handling skills within a team requires a style of coaching which brings out the best responses and reactions. Giving feedback and facilitating improvements requires motivational and positive input. Coaching is an art which requires a high degree of skill and communication techniques if it is to achieve the right result: this programme focuses on an approach to feedback which contains all the best practices combined and provides the opportunity for practice in a supportive learning environment.
- Understand what motivates call handlers to respond to feedback
- Appreciate the difference between fact and opinion
- Handle more sensitive feedback
- Develop positive change programmes
- Handle resistance to change
- Recognise and praise incremental improvements
- Readdress habits which are hard to shake
Expert trainer
Scott focuses on helping people to understand people. People make purchases, people sell to people. Even internet selling platforms are designed by people. People want to be happy when they make their purchase. Scott applies positive psychology techniques to his training and encourages participants to build on their core strengths and attributes.
Session outline
This is the overview for the half-day, face-to-face session. Timings are approximate and will flex depending on the needs of the group. Virtual delivery follows the same content and sequence but with different timings and excludes the additional practise section.
1. Coaching and its purpose
- The benefits of coaching
- Using the GROW model
- Exploring the knowledge, skills and behaviours of an effective coach
- Applying the appropriate coaching styles
2. Quality monitoring and control
- Setting and using organisation standards
- Sampling communications
- Real time monitoring and its impact
- Recording and tracking results
3. Eliciting feedback
- Using effective questioning
- Using the Six Step Debrief
- Handling reluctance or resistance
- Applying active listening techniques
- Focusing on the approach and outcome results
4. Using evidence-based feedback
- Staying away from opinion
- Supporting feedback with evidence statements
- Demonstrating through data
- Dealing with barriers and excuses
5. Setting development goals
- Setting improvement targets
- Securing commitment
- Providing necessary support
- Applying corrective actions
6. Monitoring and recognising improvement
- Celebrating achievement
- Communicating results
- Acknowledging best practice
- Reporting upwards
7. Pulling it all together
- Seeking a personal coach
- Personal action plans
