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Cross Cultural Skills Programme

CONTENTS:


• My situation - describing situations, feelings and needs.
• Understanding what lies behind 'difficult' behaviour.
• Understanding values and attitudes.
• Understanding your strengths and opportunities for improvement in managing diversity.
• Strategies for avoiding or resolving diversity based disagreements.
• An audit of your centres operations, monitoring calls, interviewing personnel and reviewing call monitoring     and call evaluation procedures and producing a detailed report of recommendations to improve customer      satisfaction and reduce complaints.
• Development of personalised training materials for voice/accent training, empathy, culture and coaching.
• Onsite training of team leaders and process managers and of local trainers to carry training forward.

Outcomes:

• Reduction in customer complaints.
• Improved customer satisfaction.

Free and Optional Programmes with the Cross Cultural Skills Programme:

• Environmental and Social Responsibility Programme
• Well Being Programme
• Team Building Games


Target group:
Executives, Department Heads and Assistant Department Heads
Min. no. of candidates per course: 15
Max. no. of candidates per course:
35

Inclusive:
Training Manual, Companion Guide Book and Videos

Duration: 3 days

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  • Home
  • Program Options
  • Heart Intelligence
  • Leadership Paradigm Shift
  • Sustainable Peak Performance
  • Free Eureka Online Education
  • Eureka TV Channel
  • Newsletter
  • Client Portfolio
  • Client Testimonials
  • Research Publications
  • Illustrated Encyclopedia
  • About Us
  • WORLD PEACE EXHIBITION
  • Contact Us