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Courses

The Art of Communicating on the Telephone…a question of ATTITUDE

Develop capabilities in telephone answering, learning to adapt the language and use of the telephone as a means of communications, knowing to clarify and enrich the message. Provide participants with the knowledge and techniques to manage and carry out contacts which allow them to efficiently satisfy client’s demands, promoting a positive image of the organization and complying with the quality roadmap.

Telephone Sales Hands-on Workshop

Understand the relationship between the sale and the telephone, knowing how to apply sales techniques. Understand the flow diagram with the different necessary steps needed for the closing of the sale, identifying the main arguments, knowing when to close the sale.

Communicate Well

Developing interpersonal communication skills, with the aim of establishing and maintaining trust, based on mutual knowledge and understanding. Providing trainees with the knowledge and techniques to manage and carry out face-to-face contacts allowing them to communicate effectively, improve their communication techniques and style and recognize that having a positive attitude is a determining factor in the success of interpersonal relationships.

Managing Complaints

Enable trainees to effectively manage and process complaints, recognising the reasons that lead to them, helping in the development of mechanisms that allow for their resolution and for the future capitalisation of the relationship with the Client.

Development of Skills for Middle Managers

Enable Middle Managers (Supervisors and Team Leaders) with the skills that allow them to implement a culture of service quality, practice proximity in their leadership, organise the team to guarantee that results are met, practice effective communication, activate interpersonal relationships based on assertiveness and a positive attitude, improve individual and team development so as to increase performance and productivity.

Teach how to Teach

Provide trainees with fundamental teaching skills that allow them to conceive and organise a training session, plan, organise, structure and evaluate a training programme, know how to use a PowerPoint presentation, know how to apply learning media and methods and how to effectively apply training animation techniques.

Effectively Manage Simulations

Develop skills in preparing and carrying out of simulations and communication of results. Provide participants with the tools and techniques that allow them to carry out a balanced, effective and efficient management of the simulation process, improving communication techniques and style used, fostering a pedagogical attitude, and preventing the loss of resources.

Leadership Coaching

Teach skills for leadership excellence, providing participants with the necessary tools to allow them to communicate, inform, motivate, accompany and evaluate teams by taking on the role of coach as a decisive factor in the professional development of the team.

How to Evaluate?

Recognise evaluation as a fundamental time of professional life by identifying its main objectives, recognising the aspects that characterise an evaluation process and exercising the skill.

Feedback Techniques

Learn the importance of feedback in the development of teams, reaching results and in improving productivity and performance; identify the specific characteristics of feedback as a moment of communicational process dynamics; develop a methodology to apply feedback according to the objective set out; calibrate receptivity to feedback and understand this technique as a result of evaluation.

Improving Sales Teams

Identify the 5 Steps to improve sales teams, know how to define objectives and lay out action strategies (SWOT Analysis), providing participants with the tools that allow them to work for success and follow-up the action.

Time Goes By…an experiment on time management

Know the alert signs of incorrect time management, recognising 3 time wasters, learn to organise time by setting objectives and understanding the difference between urgent and important, applying the 6 factors that allow for correct time management according to what is planned.

Get a Grip – how to manage stress?

Recognise the nature and causes of stress, recognising its impact in the quality of professional (and personal) life. Learn to identify the symptoms and specificities of professional stress so as to know, master and apply the correct techniques, improving the environment and increasing performance.