CodeDateVenueFees 
CS1910 Mar - 21 MarRiyadh$6250Register

This telephone skills training course provides training in self-management, core skills, organisation, planning, communication, and overcoming specific challenges in telework and telecommuting. The program outline is up to date and pertinent to marketplace requirements, thus catering well to all analytical prediction of training needs in the specified area. A customised proposal can also be arranged, to suit the training requirements of your team.


Who Should Attend?

Representatives involved in assisting customer over the phone.


Course Objectives:

After completing this Telephone Skills course, participants will have learned to:

  • Manage time
  • Organise and plan
  • Develop communication skills
  • Solve problems on their own
  • Stay motivated
  • Use freedom wisely
  • Learn accountability
  • Recognise and remove bad habits
  • Learn from mistakes and avoid repetition
  • Build flexibility in schedule
  • Build trust and rapport
  • Use feedback
  • Beat isolation
  • Set realistic expectations from family

Course Outline:

Module I

  • Getting Started
  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module II

  • Organising and Planning (I) Plan for Additional Stress
  • When to Seek Help
  • Being Proactive – Not Reactive
  • Establish Priorities & Attainable Goals
  • Case Study

Module III

  • Core Skills Required Self-Management
  • Time Management
  • Organising and Planning
  • Communication
  • Case Study

Module IV

  • Organising and Planning (II) Setting Up Your Home Office
  • Remove Unneeded or Distracting Items
  • When Technology Fails
  • Develop a Normal Working Day
  • Case Study

Module V

  • Self-Management (I) Solving Problems on Your Own
  • Being and Staying Motivated
  • You Have More Freedom – Don’t Abuse It
  • You and Only You are Accountable
  • Case Study

Module VI

  • Communication (I) Stay in the Loop
  • Use the Correct Medium
  • Be Clear and to the Point
  • Virtual Communication Can Be Impersonal
  • Case Study

Module VII

  • Self-Management (II) Recognise and Remove Bad Habits
  • Reflect on Mistakes and Learn from Them
  • Establish Good Habits
  • Be Assertive with Yourself
  • Case Study

Module VIII

  • Communication (II) Open and Frequent Communication
  • Share Your Information
  • Have a Collaborative Attitude
  • Setting Expectations with Family & Friends
  • Case Study

Module IX

  • Time Management (I) Build a Little Flexibility into Your Schedule
  • Identify and Remove Time Wasters
  • Working with Time Zones
  • Using Free Time Wisely
  • Case Study

Module X

  • Additional Challenges Building Trust & Rapport
  • Feeling Isolated
  • Always in the Office
  • Lack of or Less Feedback
  • Case Study

Module XI

  • Time Management (II) The Urgent/Important Matrix
  • Setting and Sticking to Deadlines
  • The Glass Jar: Rocks, Pebbles, Sand & Water
  • Recognise When You Are Procrastinating
  • Case Study

Module XII

  • Wrapping Up Words from the Wise
  • Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations

General Notes

  • All our courses can be facilitated as Customized In-House Training course.
  • Course duration is flexible and the contents can be modified to fit any number of days.
  • As for Open Enrolment Courses, we offer our clients the flexibility to chose the location, date, and time and our team of experts who are spread around the globe will assist in facilitating the course.
  • The course fee includes facilitation, training materials, 2 coffee breaks, buffet lunch and a Certificate of successful completion of Training.
  • FREE Consultation and Coaching provided during and after the course.

Course Curriculum

No curriculum found !
Note
Customized Schedule is available for all courses irrespective of dates on the Calendar. Please get in touch with us for details.
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