When you have 200 emails in your inbox do you diligently work through each one in chronological order, or scan the inbox and pick out the most important, leaving a backlog of unopened emails slowly building up over time? Neither is right or wrong, but both have their advantages and disadvantages.
What you are able to achieve in terms of productivity will depend upon your personality, motivation, organisational skills and ability to think perceptively.
It will also depend on how well you articulate your ideas and communicate messages concisely to avoid wasted time.
- Maximise your effectiveness every day with crucial time and self management tools
- Learn how to run interesting and effective team meetings that are time efficient
- Be able to say no and deal with time wasters without losing rapport or morale
- Lead your team effectively through changes and challenges whether big or small
- Learn how to make communication work for you and your team every day.
Managers, Senior Managers and Heads who wish to further improve and develop their leadership, managerial skills and abilities, and typically responsible for:
- Call/Contact Centre
- Customer Service
- Customer Experience
- Customer Insight
- Customer Strategy
- Digital Customer Experience
- Customer Loyalty
ABOUT THE TRAINER
After completing a degree in Management Sciences at Manchester University, and a post-graduate Diploma in People Management (CIPD), Carolyn worked in HR and L&D for both large and small employers before becoming an in-house Training Consultant at Fujistu Services in the Service Desk division. In 2003 Carolyn set up Real Results Training Consultancy and remained very much in the world of Service Desks, Contact Centres and Customer Services, working with clients such as United Utilities, Bupa, Serco and the Co-operative Insurance designing both front line and leadership programmes and huge culture change programmes.
Previous course feedback
“Increased my knowledge and awareness in this subject hugely. Actual cases where IA has been successfully implemented were really useful, particularly around ROI.” IREEN LOCK, HEAD OF SITE/OPERATIONS MANAGER, THE AA
“Always great workshops with Martin. Thought provoking theory that actually translates to practical models for improvement.” LEON SHOUKSMITH, MARKETING ACCOUNT MANAGER AT GM FINANCIAL
“Thanks for yesterday. The team enjoyed the training and learnt a lot.” BIAN SALINS, HEAD OF SOCIAL - DIGITAL AT TSB