Managing Tele-Pressure

Course title

Managing Tele-Pressure - Dealing with Stress in the Contact Centre

Overview

A vital course for all contact centre and call centre personnel who wish to cope more effectively with workplace stress and pressure.

Objectives

Understand the personal effects of stress

Learn to identify and eliminate unhelpful thinking patterns

Learn how to relax in an instant as a means of gaining control

Understand the importance of lifestyle management

Content

Defining stress

The importance of self-awareness

The stress response – how and why our bodies react to stress

Learning to identify the body’s stress signals

The relationship between performance and stress

Strategies for dealing with stress

Identifying sources of stress in the contact centre

Effective coping mechanisms

Thinking skills that maximise performance

Anger management

Relaxation skills

Lifestyle management & the importance of self-care

Developing a personal action plan

Delivery

In-company programme (typical group size: 8-12 attendees)

Duration

2 days

Fees

Subject to quotation

Course description

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