Supervisory Training

Customer Service and Telephone Skills

Develop your skills and become a manager that can handle anything.

  • Conflict and anger.
  • Listening skills.
  • Negotiation.
  • Mediation.
  • Crisis mediation.
  • Examples of good and poor practice.
  • Learning a definition of coaching.
  • Being clear what good coaching is all about and what it is not about.
  • Understanding the benefits to all when coaching is part of the business strategy.
  • Clarity about the skills required to be an effective coach.
  • Honing listening and questioning skills.
  • Learning a simple tool that brings structure to all coaching conversations.
  • Appreciate the different learning styles.
  • Know when it is appropriate to coach.
  • Have the opportunity to coach, using all the skills and be coached.
  • Developed a personal action plan.