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Team Dynamics & Personal Development COURSE INTRODUCTION: This course builds on the knowledge and skills acquired in the previous call centre courses by exploring the concepts of team dynamics and personal development. In this course, you will learn the skills you will require to participate effectively in a variety of teams and deal with conflict within a team. You will also explore methods of decision making and problem solving in teams and investigate the subject of motivation within teams, and also within yourself. The final lesson explains all the current issues in personal development. Understanding these issues can be critical to career success in an employment environment that is increasingly self-managing. This course teaches you that your career is likely to involve both being an effective team member and being responsible for your own development. By developing skills in both these areas you will be enhancing both your professional and personal life. The tasks and activities in this course are designed to not only help you learn the team building skills essential to being an effective call centre agent, but also to help you learn about personal development so that you can develop in your chosen career. Continual practice and use of these skills will result in them becoming very natural to you. OF INTEREST TO :- Those who are currently working or plan to work in a call centre environment. COURSE AIM:- To provide an overview of the concepts of team dynamics and personal development especially in the call centre industry. COURSE CONTENT:- Lesson 1: Understanding Teams; What Makes an Effective Team?; The Team Development Process Lesson 2: Understanding Conflict; Managing Conflict Lesson 3: Team Decision-Making Methods; The Team Problem-Solving Method Lesson 4: Intrinsic and Extrinsic Motivation; Feedback as a Motivator Lesson 5: Four Steps to Self-Mastery Step 1– Know Your Purpose in Life Step 2– Know What You Want Out of Life Step 3– Achieving Self-Mastery Step 4– Setting and Achieving Your Goals COURSE NOTES:- Course manual is provided for ongoing reference. Upon completion of this course there is a final exam which is sent to Head Office for marking. Participants who achieve 75% or higher will receive a certificate.
Courses Start every Monday We are open weekdays, one evening and Saturday mornings. Flexi-Time Self-Paced, Pick-'n-Mix Training. Our Exclusive System allows you to learn at your own pace within your own flexible, time commitments. There is no need to keep pace with other students Set your own schedule; You can create a schedule that lets you accommodate your job, your family and other time commitments. Financial arrangements available or use our Time Payment Plan. WINZ funding may be available - conditions apply. |
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