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Upcoming Webinars
60-minute web broadcasts. No fee.
- 30 August - Is Your Contact Center Aligned or Maligned?
- 18 October - Creating a Sales Culture: First Steps
90-minute interactive web conferences.
US $95
- 12 July - Successful Career-Pathing in the Call Center - Repeat Performance! - Register - Info
- 19 July - Getting Employee Performance Back on Track - Register - Info
- 16 August - Coaching: Next Level Performance - Register - Info
- 4 October - Is Your Contact Center Aligned or Maligned? 6 Actions to Maximize its Potential
- 9 October - Delivering a Dynamic Customer Experience
- 8 November - Creating a Sales Culture: A Comprehensive Action Plan
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Handling Resistance in Coaching
Maintaining your cool!
Wednesday, June 28, 2006
12:00 - 1:00 pm EDT
Register Now!
In this 60 minute webcast, you’ll
- Understand why agents may be resistant to performance-based coaching
- Learn to identify what resistant behaviors sound and look like
- Learn to execute techniques to overcome resistant behaviors for more effective coaching sessions
Audience
Contact center directors, managers, team leaders, and HR executives
Abstract
Even the most experienced coaches come up against resistance in coaching. When coaching is fair, specific, objective and based on behaviors, the coach can feel comfortable that he or she is acting in the best interest of the employee and the company.
Composure in the throes of resistance then, comes from being confident in the coaching approach you’re applying. Handling Resistance in Coaching will empower you to move forward without questioning your resolve or wavering under the pressure of pushback. Join the webcast to identify tips and techniques for bolstering your approach to resistance.
Objectives
- Identify the different types of resistance coaches may encounter
- Discuss techniques for addressing resistance
- Understand ways to hone skills to feel more confident and in control
Benefits to Your Organization
- More successful coaching interactions
- Improved behaviors in the coaching exchange
- Translation of coaching activities to job performance
- Increase speed to productivity
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