Team Leadership Skills

Training for Team Leaders

Team Leaders play a pivotal role in any contact centre.  They are frequently over-worked and under-prepared for their promotion ‘from the ranks’.  How many times have you heard “I was on the phones on Friday, and when I came in on Monday, I was a Team Leader: thrown in at the deep end.”

We have many years’ experience working with TL’s, giving them the core management skills and behaviours they need in order to make the massive leap from “I’m One of the Team” to “I’m Now your Manager”.  Understandably, many fall into the trap of being either “Too Nice” or “Too Heavy-Handed”.  We believe they need these Management skills first, before moving on to becoming true Leaders in your business.

The Core Management Skills usually include:

=

The building blocks of Assertive Communication

=

Setting goals and targets

=

Delivering a brief to your team

=

Defining boundaries

=

Understanding and working with the different personality styles in your team

=

Why, what and how to delegate

=

Motivation: what it is, and what it’s not

=

Addressing negative behaviour straight away

=

The importance of giving praise and acknowledgement

=

Monitoring and managing performance at individual and team level

=

Facilitating team members to solve their own performance issues

=

Call coaching: principles and practice

=

Running effective team meetings

To find out more, call us on 01536 525100 or email us from our Contact Page.