RCCSP Professional Education Alliance Offers Communications Training for Call Centers, Enterprises
Call center staff and those in other departments such as marketing and sales should know how to effectively communicate with others; after all these functions are about communications.
On the surface yes through exchanging information i.e. listening and replying to customers, clients and colleagues concerns, issues, inquiries and points. Yet below that level: in-depth in ideas, strategies and at the workplace level, well no.
Consultants, experts and observers have long noted that call centers have too often been ineffective at communicating their value and needs to others in their organizations. They are a world unto their own, using metrics encased in language that only other centers can relate to.
The result is diminished respect and resources that undermine and hurt the key roles call centers play.
The RCCSP Professional Education Alliance has devised in an invaluable new training seminar set beginning at the end of May for call centers and other departments and functions to help them get their message across. The High-Impact Communication course takes place over three days for $2,195 at a variety of venues across North America.
This training course will present techniques for creating high-impact, meaningful communication with coworkers, clients and stakeholders. Through practical exercises, group discussions and case studies, attendees will learn how to determine your own communication style, identify the communication styles of their audiences and adapt their delivery accordingly.
This course will provide hands-on practice in crafting persuasive messages, facilitating dialogue and making powerful communications. It will address common communication fallacies and ways to identify where a miscommunication has occurred. The course will also address issues related to communication in a virtual and global environment.
Attendees walk away from the course firmly grounded in key communication techniques and possessing the additional tools necessary to apply these techniques to their work environments. They will able to implement standard communication planning processes to ensure that every communication is high-impact and well-structured.
The first High-Impact Communications course will take place May 30-June 1 in Victoria, B.C. Canada (the city’s famed surroundings, shops, museums and walkability is well worth the trip).
The other locales are:
--June 20-22 Minneapolis, Minn.
--June 27-29 Toronto, Ont. Canada
--July 4-6 Ottawa, Ont. Canada
--July 11-13 Washington, D.C
--Aug. 8-10 Chicago, Ill.
--Aug. 22-24 Dallas, Texas
--Sept. 12-14 San Francisco, Calif.
--Oct. 3-5 Washington, D.C.
--Oct. 17-19 Las Vegas, Nev.
--Nov. 2-4 Morristown, N.J.
--Nov.14-16 Houston, Tex.
--Dec. 5-7 Atlanta, Ga.
--Dec. 19-21 Phoenix, Ariz.
Please contact RCCSP Professional Education Alliance for exact venues and addresses.
“Without communication skills, your technical capabilities simply aren’t worth as much as they could be,” says RCCSP Professional Education Alliance ceo Nina Kawalek. “Even the best ideas, strategies and work plans must be effectively communicated to have value. In our information-overloaded business world, being heard and getting what you need is more challenging than ever.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Patrick Barnard