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This program is designed for Directors, Managers, Supervisors, and Team Leaders who will gain the tools and knowledge to improve their people management and operational skills.

Course Outline

The manager certification program is comprised of two components which include:

  • Communications with Diverse Styles
  • Delivering News Diplomatically
  • Directing Team Performance
  • Influencing and Persuading
  • Building Productive Teams
  • Resolving Conflicts Efficiently
  • Providing Constructive Feedback
  • Coaching and Mentoring with Empathy
  • Leading Change Proactively
  • Management Communications Profile
  • Team Development Tips and Action Plan
  • Guidelines for Giving and Receiving Feedback
  • Techniques for Communicating Assertively and Diplomatically
  • Questionnaire for Stress Management
  • Email Templates
  • Guidelines for Coaching and Mentoring Effectively
  • Resource Tool kit for Modelling Change
Who Should Attend

This program is designed for Directors, Managers, Supervisors, and Team Leaders who will gain the
tools and knowledge to improve their people management and operational skills.

  • Learn and practice new concepts and techniques for handling people, more effectively in a management and leadership capacity.
  • Broaden your understanding of the unique challenges of managing a contact centre most effectively in a customer service environment and learn new ways to bring about change despite resistance.
  • Acquire access to unique tools and techniques to use for giving feedback, conducting performance appraisals, coaching, mentoring, and disciplining staff in a contact centre environment.
  • Handle difficult and challenging people and situations with reduced stress by using a variety of proven assertiveness and conflict management techniques.
  • Enhance one's effectiveness in leading and facilitating meetings for purposes of information exchange, decision-making, brainstorming, team-building, and customer-related topics, policies, and issues.
  • Delegate with more focus and confidence to achieve buy-in and commitment from others and achieve quality results that meet customer service standards.
  • Influence others with and without authority by appealing to mutual interests to attain win-win results emphasizing customer satisfaction.
This session will focus on highly effective and innovative concepts, tools, techniques and how to utilize them to lead a world class service department.


  • Communicate with more focus and flexibility
  • Enhance team productivity to achieve performance goals
  • Provide necessary feedback constructively with diplomacy and tact
  • Reduce time required for conflict resolution
  • Coach and mentor others with empathy
  • Model change proactively as a transformational leader
This segment will provide you with a breadth of tools and frameworks to apply to your business needs.

  • Complete a management communications profile to identify your strengths and areas for development
  • Receive tips, guidelines, summaries, templates, and checklists for directing team performance, influencing others, managing stress, and leading change
Course Content

Understanding Your Role
  • Leading others in customer service management: Allocating time for task and relationship activities
  • Unique challenges and rewards of customer service supervision and management
  • Directing others to follow guidelines, policies, and complete requirements correctly and on schedule
  • Coaching others to enhance work performance, productivity, and customer satisfaction
  • Mentoring others with high competency and commitment through brainstorming, collaboration, and advice
  • Entrusting others who are self-directed
Tool: Evaluating your management/supervisory activities

Directing Others
  • When to choose, advantages, and disadvantages
  • Tips: do's and don'ts
  • Directing assertively: Two techniques
  • Communicating in the directive style using email: guidelines for effectiveness
  • Leading meetings: tips and techniques for directing changes and performance
Tools: Email and meeting templates

Coaching Others

  • When to choose, advantages, and disadvantages
  • Recognizing work styles: the four styles and how to identify and adapt
  • Tips: do's and don'ts
  • Coaching others diplomatically: guidelines for giving and receiving feedback
  • Communicating influentially as a coach: two techniques
Tool: Work style self-assessment

Mentoring Others
  • Understanding the difference between "coaching" and "mentoring"
  • When to/not to mentor others
  • Tips: do's and don'ts
  • Motivating and inspiring others: Two methods
Entrusting Others
  • Distinguishing between "delegating" and "entrusting"
  • When to/not to entrust
  • Tips: do's and don'ts
  • Entrusting others: two approaches
Tool: Templates for Entrusting Effectively Using Email

Leading Change
  • Developing your team: the five team development stages and relative productivity levels to expect
  • The importance of balancing "task" with "relationship" activities to enhance team performance
  • Guidelines for leading teams through each stage using directing, coaching, mentoring, and entrusting
  • Building team synergy, developing teamwork, and getting buy-in and commitment with diverse generations
Tools: Guidelines and Templates for leading different generations

Handling Resistance to Change

  • The four causes and types of "resistance" and how to identify each one
  • Managing resistance: two techniques
  • Addressing and resolving conflicts efficiently: do's and don'ts
  • Dealing with resistance and conflicts at meetings: checklist
  • Minimizing "email wars": guidelines
  • Managing conflicts most effectively: two techniques
Tools: Guidelines and Templates for Conflict Management

Taking Care of Yourself
  • Avoiding "burn-out": causes and symptoms
  • Keeping your work style in check: tips
  • Using all sides of your brain: productivity management techniques
  • The importance of having a "mentor"
  • Stress management techniques that work
Tools: Brain Styles Self-assessment and Stress Management Action Planning Template

Dolly Konzelmann

President of the ICSA Toronto Chapter and President of Cutting Edjj Consulting, a firm specializing in the training, consulting and recruitment for the contact centre industry. She chairs the ICSA executive and advisory councils. Both prestigious councils are composed of industry experts who are the key contributors of this program.

In addition to being a well known speaker, author and entrepreneur, Dolly also participated on the boards of several advisory councils providing strategic direction and advice for the advancement of the customer service profession. Dolly has been leading the ICSA Toronto Chapter for 16 years and has helped increase the awareness of this prestigious organization throughout North America. She was recently selected to be a judge in an international contact centre awards ceremony, interviewed by business magazines and is working with educational institutions in finalizing other certification programs for contact centre managers.

Prerequisites & Certificates

Certificates offered

Certificate of Completion

Cancellation Policy
Any cancellations received more than 2 weeks prior to event will be refunded in full minus $100.00 administration fee). Cancellations made 1-2 weeks prior to event, will receive 50% refund. Less than 1 week prior to program start, no refund. Replacements are welcome. Note: CSPN has the right to cancel or reschedule its venues due to unforeseen circumstances. If a workshop cancellation occurs, CSPN will refund in full any payments that have been made for that event.
Map & Reviews
Customer Service Professionals Network (CSPN)
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Here are some reviews of the training vendor.
Corey Atkinson was absolutely wonderful to spend the day with. From the moment that we entered the room, he'd set a positive, engaging tone that was maintained and honestly, grew, throughout the day. The training was thorough and spoke directly to the issues that we were hoping to overcome when speaking with Difficult Customers. This course caused us all to stop and think about how we may change, not the customer, and why those changes are integral to being successful in providing good customer service.
Reviewed by 2017
The Instructor involved the entire group through the day. This made the course much more interesting and enjoyable being able to participate regularly. He also added a lot of humour.
Reviewed by 2013
the course was excellent, a good refreshmnet course of hwat is important in customer service. The training provider was excellent and she know how to present the material properly in order for the students to understand.
Reviewed by 2011

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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