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Improving Performance through Coaching

Brilliant Customer Service
Course summary
0.5 days
195 GBP excl. VAT
Online courses
Next available date: Contact Brilliant for more details about this course - Online courses
Professional Training

Course description

Improving Performance through Coaching

Training workshop, plus online tools and resources. (pre and post course) On workshop participants will learn the latest essential skills and techniques required to work as an inspirational coach. Plus, they will gain the in-depth technical expertise to understand best-practice coaching skills, techniques and models.

In today's rapidly changing business environment, customer-service coaching is an essential skill. Coaches need to use a variety of coaching skills and approaches to work effectively with individuals and teams to deliver business skills results. Throughout the course, participants will take part in regular practice sessions and receive feedback from the trainer to evaluate their coaching style's impact on others.

Skills and performance coaches need to be expert in two things: Goal setting skills and coaching others to achieve consistently higher results and levels of behaviour.

Suitability - Who should attend?

Pre Course Questionnaire and E Learning

All customer service and sale staff, technical and financial professionals, managers and directors

Training Course Content

By the end of this course you will be able to:

  1. Understand the role of the coach to improve performance.
  2. Make use of proven coaching models to structure and make your coaching conversations more effective.
  3. Be able to systematically raise the standard of business skills behaviours through pro-active coaching.
  4. Understand and practise the skills and ethics involved with being a good coach; giving feedback that is understood and acted on willingly.
  5. Use a variety of coaching styles to adapt your call and service coaching to any customer situation or level of performance.
  6. Use day-to-day work activities as an opportunity to coach and raise standards.
  7. Inspire staff by agreeing motivational coaching outcomes.
  8. Learn how to conduct coaching sessions as well as coaching conversations.
  9. Using short-clean-questions for faster and more effective coaching.

Key features – examples of models and elements used

  1. GROW coaching model: Goal, Reality, Options, Way forward
  2. OPEN call review: Outcome, Positives, Errors, Next time
  3. Communication skills and call assessment tools
  4. Business skills TNA worksheets
  5. Bespoke examples created from pre-course research

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About provider

Brilliant Business Skills Training

We provide business skills training courses that are practical, engaging and interactive.  We do this in three ways: Live online training  On-site live in-person training Online coaching for one or few We have over 25 years of experience in customer...

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