Managing People and Performance

Course title

Managing People and Performance

Overview

Essential performance management skills for customer service and contact centre team leaders, supervisors and managers.

Objectives

Understand the principles of effective performance management

Develop skills for effective objective setting and performance monitoring

Deliver effective and motivating appraisals

Deal effectively with difficult behaviours and performance problems

Deliver effective coaching that maximises individual and team performance

Content

The performance management cycle

Planning and organising work

Managing resources

Setting effective objectives

Monitoring and assessing performance

Giving effective feedback

Recognition and reward

Dealing with poor performance

Maintaining discipline

Handling common workplace problems

The formal appraisal

Building motivation and commitment

The leader as coach

Understanding learning styles

Identifying and solving development needs

Avoiding disciplinary action

Delivery

In-company programme (typical group size: 6-8 attendees)

Duration

2 days

Fees

Subject to quotation

Course description

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