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
