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P
R O G R A M O V E R V I E W |
75% of the focus of
this seminar will be on the internal world of the participant.
25% of the focus will be on how participants interacts with
others.
Generic
full day version with appropriate breaks |
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Participants share the best part(s) and most challenging
aspect(s) of their jobs (if smaller group). |
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Presenter introduces himself and the purpose of the program. |
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Humorous concepts illustrating the reality that people are
different; predictably different. |
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Explore the five contributing factors to personal behavioral
styles:
i. Heredity
ii. Childhood role models
iii. Birth order
iv. Physical characteristics
v. Experiences |
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Emotional pain -- the great modifier of human behavior. |
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The differences between power and influence in a Call Center. |
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Johari Window -- How trust and mutual respect are built up or
broken down in an organization.
* Ten elements to most effective teams. |
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How personal Blind Spots and Mask effect leadership/
followership styles and teamwork. |
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Peeling the layers of the onion skin to get to the core
issues:
i. Gender issues
ii. Cultural diversity
iii. Generational influences
iv. Professional status
v. Personality style |
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Administer profile material |
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Overview of the universe of the four dominant personality
styles and how each style:
i. Responds to or reacts to
emotional pain
ii. Seeks to control his or her environment
iii. Leads and follows
iv. Makes decisions
v. Communicates
vi. Deals with change
vii. Processes information |
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Three main areas where conflict generally erupts in a call
center, combined with concepts for
preventive maintenance -- plus skills for
managing oppositional behavior after it has escalated. |
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In-depth study of each personality in a Call Center
i. Major fears
ii. Natural and adaptive styles when confronted
by stress or change
iii. Dynamic drives
iv. Needs-motivated behavior and communication
language
v. Tools for working effectively
with each style
vi. How personal dominant and sub-dominant styles
can compliment vs. cause internal stress
vii. Drawing the best out of others at work and
at home -- lifestyle change |
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Learning to "read" one's graph. |
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Now what do we do with the information? How do we apply it in
this Call Center? |
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Time for feedback, personal responses to the accuracy of the
information, and specific questions. |
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Help to develop action and accountability plans. |
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Allowance for one-on-one time with instructor. |
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 100%
Satisfaction Guaranteed. Period.
Off-site
Open Registration Seminars in DC / Baltimore Area --
Interested?
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