Dealing with Difficult Conversations
Motivating and understanding the behaviours and attitudes within your contact centre is key to achieving the best from your employees. Understanding how our own instinctive behaviour impacts on agents and the affect it could have on employee engagement could reduce our levels of absence and retention.
Performance management can often be a challenge for managers at all levels. It is important to ensure correct procedures are followed to harness employee engagement but also to make certain you are adhering to the relevant legislation. If this is a growing issue within your organisation, you and your colleagues will benefit and get value from this interactive one day seminar.
As a delegate you will learn:
• How to manage the most difficult and challenging conversations
• The legal framework – Performance Management
• The legal framework – Absence Management
• What motivates the behaviour of others
• The inter-relationship between sickness absence procedure and the disciplinary/grievance procedures
• How to achieve employee engagement
CCA supports continual improvement through a range of one day workshops. We will work with you to ensure your objectives are met - be that working towards full certification to CCA Global Standard or simply making improvements to specific areas of your contact centre where issues or gaps have been identified.
CCA is an independent organisation with its values rooted in improved professionalism and customer excellence.
Book Information
Date - 31 March
Cost - £299 + VAT
Venue - Manchester
Book Now!!
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