Dementia - Dealing with Challenging Behaviour 
End of Life Care- Level 3 
Moving and Handling of People 
Employee Accountability - Distance Learning CPD 
Six Sigma Entering the Dojo - Distance Learning CPD 
Managing Conflict 
Conflict Resolution - Dealing With Difficult People - Distance Learning CPD 
Meeting Management - The Art of Making Meetings Work - Distance Learning CPD 
Self Harm 
Hiring for Success - Behavioural Interviewing Techniques - Distance Learning CPD 
Lean Process Improvement - Distance Learning CPD 
Negotiating for Results - Distance Learning CPD 
Prospecting for Leads like a Pro - Distance Learning CPD 
Bullying in the Workplace - Distance Learning CPD 
Medication Management 
RIDDOR 
Mastering the Interview - Distance Learning CPD 
Marketing for Small Businesses - Distance Learning CPD 
Marketing and Sales - Distance Learning CPD 
Managing People 
Inventory Management - The Nuts and Bolts - Distance Learning CPD 
Measuring Training Results - Distance Learning CPD 
AUASP (Award for Underage Sales Prevention) 
Conquering Your Fear of Speaking in Public - Distance Learning CPD 
Leadership Skills for Supervisors - Communication, Coaching, and Conflict - Distance Learning CPD 
Legionnaires 
Anger Management - Understanding Anger - Distance Learning CPD 
Whether we choose to embrace them or cannot stand being interrupted by their calls, call centres are a business element that is here to stay. This content will help call centre agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energising and practical content.
Note that we will use two acronyms interchangeably throughout the content:
- CSR: Customer Service Representative
- CCA: Call Center Agent
Learning Outcomes:
- The nuances of body language and verbal skills
- Aspects of verbal communication such as tone, cadence, and pitch
- Questioning and listening skills
- How to deliver bad news and say “no”
- Effective ways to negotiate
- The importance of creating and delivering meaningful messages
- Tools to facilitate their communication
- The value of personalising their interactions and developing relationships
- Vocal techniques that will enhance their speech and communication ability
- Personalised techniques for managing stress
