Product Feature:
Train-the-Trainers Workshop Coaching for Improved Performance in Contact Centers

As the business process outsourcing (BPO) industry continues to grow in number, so does it grow in the range and sophistication in the outsourced processes it undertakes. More and more, the industry faces the challenge of providing top-quality service. One way of meeting this challenge head-on is having coaches who can improve the performance of the industry’s professionals, from the entry level upwards, through motivational techniques. To this end, John Clements offers Coaching for Improved Performance in Contact Centers.

This option, however, does not end there. John Clements also offers a train-the-trainers program for this coaching workshop. Designed for professional or line trainers, the Train-the-Trainers workshop for Coaching for Improved Performance in Contact Centers enables trainers to conduct the coaching workshop for their team leaders, managers and executives who are providing coaching and performance feedback to their subordinates.

Trainers and would-be trainers are invited to participate, as well as previous attendees of the John Clements Coaching for Improved Performance in Contact Centers workshop. This train-the-trainers program digs deep into the key areas of successful training programs, especially into the underlying principles of the Coaching for Improved Performance workshop.

The first module gives participants an understanding of the concepts behind coaching and giving feedback, and how they influence the elements of performance management in the workplace. It also examines the reasons behind coaching and its goals, and also talks about the qualities of effective coaches.

The second module focuses on the skills involved in coaching, and how a coach can establish a rapport with his people, secure their buy-in, and give positive and constructive feedback.

The next module moves on to application, beginning with planning and preparing for a coaching session, and how would-be coaches can be trained to do so.

Lastly, the program delves into the more challenging aspects of coaching by discussing difficult performance situations, which generally involve difficult employees and other performance issues.

Participants in this workshop will be given certification as trainers for the Coaching for Improved Performance workshop.

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For inquiries and more details, please contact the following:

Jon Pineda      – jon.pineda@johnclements.com

Lumen Sarenas   - lumen.sarenas@johnclements.com

Telephone:

845-2093 or 845-2002

Fax:

845-2093