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THE MOMENTA CALL CENTRE SKILLS DEVELOPMENT PROGRAMME
 
 
The Programme
Call centre issues
Team leader skills
Representative skills
Client feedback
Characteristics questionnaire
 
 

Team Leader Module:

Running 1-1’s & team meetings
 

Objectives:

  • Describe the benefits of running effective 1-1’s & team meetings
  • List the steps involved in running effective 1-1’s & team meetings
  • Explain the skills required to run effective 1-1’s & team meetings
  • Demonstrate the skills involved in running a 1-1 meeting
  • Start the design of a personal development action plan

Content:

  • Workshop Introduction & aims
  • Aim & purpose of a team meeting
  • Aim & purpose of a 1-1 meeting
  • The steps & structure for both
  • The skills involved
  • Exercise around running a 1-1 meeting
  • Personal development planning

Benefits:

  • Ensures effectiveness of meetings
  • Promotes developmental ownership & increases motivation
  • Develops structure & consistency
  • Develops leadership skills
 
Team Leader Modules :
 
The role & skills required
Understanding motivation
Observation skills & delivering feedback
Running 1-1's & team meetings
Designing personal development action plans
Performance coaching
 
Please contact me to discuss:
 
 
 
 
 
 
 
To find out more, call 020 7374 6600 or email callcentreskills@m-hl.com
 
 
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