Performance Coaching: Techniques for Shaping Employee Behaviors (Web Seminar):

This 90-minute web seminar outlines best practices for coaching call center employees for improved performance. Students will learn about the benefits of coaching, how to set up a coaching session and communicate effectively, and how to deliver consequences that shape performance effectively.

Dates: May 24, September 27

Call center supervisors have multiple opportunities in a variety of settings and situations to communicate with staff about their performance.

In this session you’ll learn about recommended practices for doing side-by-side coaching for improved performance, including tips on providing both positive and negative feedback. You’ll also learn about techniques to use in counseling and formal review sessions.

Perfect for call center supervisors or team leaders, this session outlines the step-by-step approach to coach problem employees as well as reward good performers. The session also provides several useful tools to use in planning and conducting a coaching or counseling session.
Seminar attendees will learn to:

- Identify the differences between monitoring, coaching, and counseling.
- Describe “best practices” to use in side-by-side coaching.
- Identify tips on presenting both positive and negative feedback.
- Outline the steps of applying various feedback methods and when to use each.
- Identify the steps of a positive discipline plan.

Price: $300

An unlimited number of students may attend via a single web/audio connection. The price for additional connections or sites is $150 for each additional connection for same seminar.

This web seminar will be recorded and retained by The Call Center School, LLC. Your attendance constitutes permission for the recording of your voice and comments and The Call Center School’s right to use, distribute, and copy the recording, in whole or in part, in any form or media.
05/24/2012 01:00 PM
09/27/2012 01:00 PM

*Web seminar times are posted as Central Time.

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122