(Two Options: Training Only or Training and Certification)
All training programs include instruction, interaction, skills practice, exercises and role-playing on various parts of the course.
Day One:
- Introduction to the Trainer and the Training
Foundational Imperatives of Positive Coaching
- Four Building Blocks
- Intention - Be determined in advance
- Relationship - Build rapport with your customers
- Discipline - Be self-disciplined and practice
- Skill - Learn the skills and techniques required
The LAMA© Technique - For Coaches
What it is and Why it Works!
- L - Listen
- A - Acknowledge
- M - Make a Statement
- A - Ask a Question
Eight Guiding Principles of Positive Coaching
- Create and Maintain a Safe Environment
- Create a Consultative Environment
- Build Self-Esteem by Focusing on the Positives
- Maintain an Adult Training Environment
- The Responsibility to Learn and Grow Lies with Agents
- Timelines are Essential
- Use Bilateral Action Agreements
- Questions are the Key
The High Five Method of Positive Coaching
- Expectations
- Acknowledgments
- Areas for Improvement
- Agreements and Solutions
- Development of an Action Plan for Self Improvement and Correction
How to Handle Six Common Challenges
- "I thought the call was perfect."
- "The customer sounded too busy to buy."
- "I did the best I could."
- "Nobody ever told me that.
- "I don't want to be pushy."
- "I don't know" or "Just tell me."
Day Two:
Hands on Coaching and Skills Practice Exercises (Role Playing)
McKee Trainer Coaches Volunteers
- Real agents are coached "cold" on recent phone calls to demonstrate the use of skills and methods
- Coach Trainees Observe and Participate
Discussion and Skills Practice Exercises (Role Playing) for Coach Trainees
- Round Table Discussion of Observations of "Cold" Coaching by McKee Trainer
- In Depth Role Playing Using Pre-Recorded Calls
- Each Trainee Participates in Exercises in Various Roles
- Coach - Using Newly Learned Skills
- Agents - Act as Real Agents
- Coach Trainees
- Learn to Handle Difficult Agents
- Role Play Difficult Agents
- Trainees get One-on-One Training from McKee Trainer
Certificate of Participation for Each Trainee (If Certification is not Chosen)
Day Three:
Optional Certification as a Positive Coach
Follow Up for Certification Includes:
- Weekly Tips for 30 Days
- Weekly Communication to Trainer by Coach Trainees (Homework)
- Written Exam for Trainees
- 45 Minute Telephone Consultation on Learned Coaching Skills
- Suggestions and Recommendations for Improvement
- Positive Coach Certificate of Achievement
Day One:
Introduction to the Communications Workshop Program
- Purpose of the Positive Communications Methodology
- Objectives to be accomplished during the Communications training program
- Methods and Techniques Discussion
Foundational Elements of Positive Communication Management Techniques
Intention - Relationship - Self-Discipline
- Skills:
- Listening
- Speaking
- Persuasive Ability
The LAMA© Technique. (A simple but effective method to control the path of the information flow between the people involved.)
- Discussion and role-playing exercises one-on-one between the trainer and each workshop participant to develop fluency in use of the LAMA8 technique.
Elements of the Positive Communication Approach
- Learn 8 Key Points to Communicate Effectively
Overview of Positive Communications Methods
- Walk-By Communication Techniques
- How to use Communication Techniques when walking around the call center
- What works and what doesn’t work when walking through the call Center
- Consultative Communications
- Private Office Conversations
Learning to Listen
- Listening with new ears
- Listen to the other person first
- To listen for employee’s explanation
High Five Method
- Expectations - The Communication Set Up
- How to:
- Define the communication process for the associate.
- Relate the expectations to the associate in a positive way.
- Set agreed upon goals for the associate=s improvement.
- Acknowledgments - Positive Feedback
- Teach the Managers and Supervisors how to:
- Acknowledge the Associate for growth and progress.
- Give Instruction for positive growth.
- Use the LAMA© Technique while communicating.
- Challenges - Find Areas for Improvement – Conflict and Issues
- Teach Managers and Supervisors how to:
- Help Associates and Employees to discover their own challenges
- Assist Employees to define areas for improvement
- Demonstrate to Managers the WAYS to use Positive conversational skills to obtain a change in attitude or performance
- Ask questions that encourage Employee’s to take Responsibility
- Self Correction - Advanced Communication Techniques
- Teach Managers and Supervisors how to:
- Work with Associates to encourage them to set new goals for self improvement
- Obtain associates willingness to self correct and change behavior if required
- Role-play improvement actions effectively with associates during the communication process using the LAMA©
- Developmental Action Plan - Bi-lateral Action Agreement
- Teach Managers and Supervisors how to:
- Use the LAMA© technique and persuasive ability to work with employees
- Encourage self-correction through a developmental bi-lateral action plan
- Find ways to have Employees take responsibility without blame and
- Help Employees come up with solutions and resolutions required
- Assist Manager to work with Supervisors on the same skills
Common Communication Challenges
- Discussion Period
Training Program Outline (continued)
Day Two:
Review with Questions and Answers regarding what was learned on day one.
Managers, Supervisors, Mentors and Leads Bring Suggested Issues into role play situations.
- Using LAMA© technique and Positive Communications Approach with real situations
- Demonstrate the High Five Phonedamental Method
Listen to various associates and managers situations
- Learning to Listen for Acknowledgment Opportunities
- Learning how to listen for the ASTOPS@ (What caused the associate to AFeel Wrong or Stupid” in the meeting environment.
- Role-Play using LAMA on how to Acknowledge
- Role-Play using the LAMA on how to assist manager in what to say and how to say it that will generate a safe environment for the Employee to self-discover
- Collectively decide on improvement (Remedies – Solutions)
- Role-Play how to define a Challenge using the LAMA Technique
Set Up Managers Goals for achieving maximum benefits from Positive Communication process
Set Up Managers Developmental Action Plans
