Communication

Transforming communication for contact centre leaders

 

Your leading edge professional and personal skills programme for contact centre leadership in any form.  

 

At the very least, all  most people want their plans and ideas to work out well. That there efforts are not fruitless, and will generate tangible or meaningful results. Contact Centre leaders are in regular discussions with their staff, organisational leaders, operations, sales and marketing, service delivery teams, I.T., business partners and customers. All of these interactions having an achieveable or successful outcome, easily or with difficulty is largely influenced by how well one communicates. This Transforming Communication seminar will show you tools, communication models and concepts to achieving easy and talented communication with others.   

 

The Transforming Communication seminar was developed by Dr Richard Bolstad and Margot Hamblett, and is based on the book of the same name. The course is taught in New Zealand and internationally by certified Transforming Communication instructors. Contact us now to book yourself or your team on this highly effective programme.

 

 

 

What you'll learn on the course:

 

Communication maps

• Explore, recognise and acknowledge individual perspectives for communication.

Core communication

• Build rapport in a way that leads to shared understanding, improved relationships and communication with individuals and groups.
• Listen and converse so that others feel heard and understood; while minimising misunderstandings.
• Use effective questioning that leads to resolution.
• Effectively send clear messages so they’re understood; and help others be clear with their communication.
• Know which communication skills are more useful to use in situations
• Give appropriate acknowledgement to others so they feel respected

Self management

• Focus on what matters most in your communication to staff, business partners and customers.
• Establish well-formed goals for successful outcomes in your communication and leadership.
• Be resourceful through having self managed states in situations that let you lead by example. 
• Understand learning stages.

Understanding the people differences

• 'Read’ how others process their information.
• Observe what other languages individuals are using so you're on the same page as them. 
• Communicate with the differences opposed to avoiding or struggling with them. 

Skills to resolve concerns

• Identify what happens when conflicts are left unresolved in the workplace or with customers; and what occurs when power is used to win conflict.
• Understanding conflict of needs and values; and how to manage those differences.
• Better understand problem ownership and responsibility, so that effective effort is applied where time as a resource is stretched. 
• Recognise and reduce the temperature of conflict by using the right skills.
• Create agreements that lead to amicable outcomes.
   

 

Who should attend this course?

 

Transforming Communication is a seminar for Team Leaders, Supervisors, Managers, Trainers and Coaches. Essentially this is a programme for people who want to know how to use effective communication skills to navigate the best outcomes. How to create a cooperative atmosphere, how to influence in non-obtrusive ways, grow motivation, feel more confident in communicating certain messages,  how to get what you want from working with colleagues and managers, how to have stronger relationships with others you're in communication with regularly. Contact us now to book yourself or your team on this highly effective programme.

 

 

Course duration

This is a 3 day programme, inclusive of home tasks

Scheduled dates

Auckland, 6-8 April, 2010 Auckland, 5-7 October, 2010

Course investment

Standard $610 *Early bird $565   *Early bird is applicable if payment is made 4 weeks prior to course date. All prices include GST