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.