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Call Centre & Contact Centre Training

***Assertiveness 2022***

Assertiveness is the ability to express one’s feelings and assert one’s rights while respecting the feelings and rights of others. Assertive communication is appropriately direct, open and honest, and clarifies one’s needs to the other person. Assertiveness comes naturally to some, but is a skill that can be learned. People who have mastered the skill of assertiveness are able to greatly reduce the level of interpersonal conflict in their lives, thereby reducing a major source of stress.

COURSE CONTENT

Lesson 1: Assertiveness and own behavior

Job Readiness Skills (21 day programme)

Course Outline

Emotional Intelligence & Personal Mastery – 3 DAYS

MODULE 1: Emotional Intelligence and Self-awareness
 Self-awareness and Mindfulness
 Life Balance – Nurturing all four areas of our life
 Emotional Intelligence Core competencies
 The iceberg – the Enneagram compulsions
 Johari’s window
 Myers Briggs Personality Test
 Locus of Control

Job Readiness Skills (21 day programme)

Course Outline

Emotional Intelligence & Personal Mastery – 3 DAYS

MODULE 1: Emotional Intelligence and Self-awareness
 Self-awareness and Mindfulness
 Life Balance – Nurturing all four areas of our life
 Emotional Intelligence Core competencies
 The iceberg – the Enneagram compulsions
 Johari’s window
 Myers Briggs Personality Test
 Locus of Control

Sales Skills Training

Course Overview

Fact: It’s no secret that selling has changed in recent years. This is an exciting and dynamic profession, yet it is one of the most underrated and misunderstood.

The back-slapping sleazy, joke-telling huckster has disappeared and in his place is a new generation of sales professionals—highly trained and groomed, with the characteristics of honesty, trustworthiness, and competence.

Stress Management Training

Course Overview

Fact: If stress levels are not managed effectively in the workplace, employees will become less productive and overall performance will drastically be affected.

This workshop will explore the harmful long-term effects of stress on our mental and physical health and provide suggestions for managing our individual stresses more effectively. Strategies may include changes in lifestyle, stress management techniques such as relaxation and exercise, and the use of music or humour as coping strategies.

Conflict: Getting along at Work

Course Overview

Fact: The amount of time spent on conflict management is surprisingly high - employees spend at least 24% of their time on managing conflict.

All of us experience conflict. We argue with our spouses, disagree with our friends, and sometimes even quarrel with strangers at a rugby game. At times we lose sight of the fact that all this conflict is normal. So long as people are individuals there will be the potential for conflict.

Learn Ability

LearnAbility is an ETDP Accredited Training Provider that specialises in designing, facilitating, assessing and moderating services.

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