HIGH IMPACT VT
Skills to improve communication, engagement and performance.
HIGH IMPACT VT - INTERACTIVE STREAMING VIDEO
Engage and inspire your team!
Training your front line workforce is challenging. It can be costly, hard to scale and often falls short of desired results. We provide the essential and fundamental skills needed to engage your team, reduce turnover and accelerate performance.
With the right knowledge, success is guaranteed!
Communication Social Styles
Front Line Coaching Fundamentals
De-escalation/Conflict Resolution
Versatility Drives Performance
CREATE BETTER, MORE PRODUCTIVE INTERACTIONS
Eliminate the "one and done" training process... It just doesn't work! Skill development takes self-awareness, repetition, practice and accountability. Learn and grow at your own pace with interactive, streaming video on demand.
Available anytime, anywhere.
BUILD A WINNING TEAM
Communication & Social Styles
When 75% of the people you work with operate differently that you do, there will be increased tension and frustration. This leads to lower performance and higher turnover.
In this course you will learn:
About your style, and how to recognize others style through observed characteristics and behaviors.
How your "intentions" may differ from others "perceptions" as you communicate
Why increasing your versatility will improve performance and relationships, and how to adapt your style to others.
ACCELERATE TEAM PERFORMANCE
Front Line Coaching Fundamentals
Setting a foundation of strong coaching skills will create a more positive and productive work environment leading to higher, and more predictable performance.
In this course you will learn:
How to encourage participation and lead more productive one on one development sessions and team meetings.
Each step in the "Skill Transfer Process" and how it's used to improve and sustain performance.
To create accountability through follow up with "Coaching on the Fly" and "Looping".
DE-ESCALATION PROCESS
Manage and Reduce Conflict
Difficult situations of any kind create tension and friction. Whether it's with a customer or an employee, implementing a de-escalation process is critical.
In customized sessions, you will learn:
How agents can lower resistance at at the beginning of the call, improving your customer experience and FCR.
A simple process to reduce conflict leading to more open and positive communication.
How to plan for and conduct difficult conversations.