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June 2019

Developing a Coaching Culture (TLD 5)

Thursday 6 June, 2019

TLD 5 -  Workshop 1 An inspiring interactive 1 day workshop aimed at Team Leaders, new to role or established in role to enhance a current coaching culture or develop a new strategy. With a good mixture of theory and practical learning, this session will deliver and share best practice and engage with coaching methodology to include: Action Planning Actions V’s Objectives. The structured flow from corporate objectives to individual objectives. Writing SMART objectives with an agent not for an…

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July 2019

Influencing and Communicating (TLD 5)

Wednesday 3 July, 2019

TLD 5 -  Workshop 2 Consider the possibilities of influencing your team members with this workshop to explore the outputs of influencing through communication. Aimed at Team Leaders new to leading teams, this 1 day session will develop a plan of action for any leader. To include: Explore the concept of Drains V’s Radiators. Understanding why a Team Leader will need to influence a team. The theory of ‘Push-Pull’. Knowing the audience and understanding the communication cycle. Categorising verbal &…

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August 2019

5 Steps for Managing a Successful Team (TLD 5)

Thursday 8 August, 2019

TLD 5 -  Workshop 3 Offering 5 key features for managing a team, this workshop works with the delegates to enhance the understanding for ‘the team’. Suitable for Team Leaders new to role, this 1 day interactive session will include: The performance gap, a performing and an underperforming agent. Managing ‘Skill’ and ‘Will’ related issues. Coaching a team to success. Team motivators to include motivation methodology and understanding engagement status. Praise and recognition through understanding the needs of a team.…

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October 2019

Planning and Time Management (TLD 5)

Thursday 10 October, 2019

TLD 5 -  Workshop 4 A Team Leader needs to be organised throughout their day to ensure they get the best from their day and their team. This 1 day workshop offers the opportunity to consider how to develop planning and time management skills. Suitable for Team Leaders new to the role, this session will include: The 3 P’s. ‘Worthwhile’ theory for the role of a Team Leader and Agent demonstrating the ‘Golden Circle’. Self-aware time management. Action planning the…

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Sales Through Service

Thursday 31 October, 2019 @ 9:00 am - 4:00 pm
£299

FOR AGENTS Building sales through service is beneficial to the customer, the business and the advisor. Taking a 'back to basics' approach, this session creates a foundation of the skills needed and teaches advisors how to be the best version of themselves, to take pride in your job and the skills they need to achieve that. Consistency is the key An understanding of the sales process Selling skills Positive habits and Goal setting A structured approach.

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November 2019

Developing a Team Culture (TLD 5)

Thursday 14 November, 2019

TLD 5 -  Workshop 5 Aimed at a Team Leader with 6 months plus exposure to leading. This 1 day interactive workshop will discuss opportunities within your team to develop a team culture which can make a difference. Explore current team dynamics through the workshop activities to transform your teams into a high performing team through visioning and developing the right culture. To include: Creating a Team Culture. What is your vision for an ideal team? Barriers to success. Engagement.…

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February 2020

Sales through Service

Tuesday 25 February

For AgentsBuilding sales through service is beneficial to the customer, the business and the advisor. Taking a ‘back to basics’ approach, this session creates a foundation of the skills needed and teaches advisors how to be the best version of themselves, to take pride in the job and the skills they need to achieve that. Consistency is the key An understanding of the sales process Selling skills Positive habits and Goal setting A structured approach. To attend this session please…

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Using Your Voice for Your Success

Wednesday 26 February

Using your voice effectively for the best results For Agents Even with today's multi-channel contact centre, a large portion of time is still spent on the telephone. It, therefore, follows that correctly utilising the voice is vitally important. The aim of the session is to teach the benefit of clear and concise speech, positive language and looking after the voice and how that impacts the customer. Learn about pitch, pace, tone and how that can affect the customer's response. Learn how…

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The Customer Journey. Why it Matters

Thursday 27 February

...and your impact in delivering it For AgentsSurveys have shown that the service you provide and how you provide it is now much more prominent in the mind of the customer, often taking priority over cost. It therefore stands that, creating a great customer journey has become paramount. They expect a journey that is fluid and without incident and making sure that this is what you deliver is what this session establishes and encourages. Learn to listen to what works…

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March 2020

Managing a Successful Team in 2020

Wednesday 11 March
TBC

Offering 5 key features required to manage a team, this workshop helps the delegates to enhance the understanding for ‘the team’. This is all about knowing your people, knowing how you can make a successful team and use their strengths to gain maximum performance. Suitable for Team Leaders new to role, this 1 day interactive session will include: The performance gap, a performing and an underperforming agent. Managing ‘Skill’ and ‘Will’ related issues. Coaching a team to success. Team motivators…

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