BOOK YOUR PLACE ON ANY OF THESE EXCITING SEMINARS NOW! Phone our consultants on (021) 914 0850

Please Note: Group Bookings Only
Our Offices
Number of Delegates Required:

Venue: On Site
Number of Delegates Required:

Duration: 08h30 – 12h00 or 12h00 – 15h30
Location: PST Rosenpark, Bellville or On Site.
Dates:  On Request

Includes: Seminar handouts | Training Folder and Pen | Refreshments | Attendance Certificate (PDF)

  • E-mail Tips
  • Keeping on Top of E-mail
  • Writing great E-mails
  • Using E-mail Responsibly
  • Guidelines on Netiquette
  • Basic English Grammar in E-mails
  • What is a Team?
  • Understand the value of working in a Team
  • Know your Team Members
  • Building Trust
  • Insist on Accountability
  • Communication in a Team
  • Resolving Conflict
  • Motivating Teams
  • What is a Call Centre
  • Inbound/Outbound
  • What makes Good Call Centre?
  • Good Telephone Etiquette
  • Managing First Impressions
  • Link between Telephone and Customer
  • Customer Needs
  • Call-Handling Skills and Techniques
  • Answer & End a Call
  • Speaking and Listening on the Phone
  • Positive Attitude
  • Talking with Confidence
  • Using your Voice
  • Dealing with Difficult Situations
  • Staying Motivated to Succeed
  • Manage your Emotions and Stress
  • Choose to be Happy
  • Knowing Yourself
  • Goal Setting
  • Effective Communication
  • Optimism & Kindness
  • Managing Difficult Relationships
  • Teamwork
  • Managing Stress
  • Finding Balance
  • Strive to be the best
  • What stress is and is not
  • Signs of Stress
  • Control your Physical Response to Stress
  • Control your Environment
  • Control your Time
  • Control your Attitude
  • Control your Mental Response to Stress
  • Manage Stress at Work
  • Manage Stress caused by Change
  • Manage Stress caused by Conflict
  • Take Responsibility
  • Develop your Self Awareness
  • Deal with Problems
  • Deal with Criticism
  • Set Your Goals
  • Make your Goals Happen
  • Focus on Your Desired Outcome
  • Play to Your Strengths
  • Live Up to Your Self-Image
  • Learn from your Mistakes
  • Eight Basic Steps of Planning
  • The Benefits of Planning
  • Dangers in Planning
  • Why People Don’t Plan
  • How to Plan
  • Determine your Strengths & Weaknesses
  • Know what you want to do
  • Assign Priorities
  • Make a commitment
  • Stay Flexible
  • Eight Planning Strategies

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