Professional Course
4.0 (1 Reviews)

Using Emotional Intelligence in a Call Centre

Building Blocks Learning Network, In Ottawa (+1 locations)
Length
2 days
Price
1,095 USD
Next course start
19 March, 2024 (+3 start dates)
Delivery
Virtual Classroom, Classroom
Length
2 days
Price
1,095 USD
Next course start
19 March, 2024 (+3 start dates)
Delivery
Virtual Classroom, Classroom
This provider usually responds within 48 hours 👍

Course description

Working in a call centre or a client-centered job can be rewarding, although it can also come with challenges such as dealing with clients’ frustrations, emotions and displacement. This workshop is designed to give you the skills and confidence to manage emotions and become more perceptive of others’ by addressing both intrapersonal and interpersonal skills. You will learn how to deal with challenging conversations and situations and build stronger relationships to help you grow in your customer service role, putting clients first while asserting professional boundaries. You will acquire practical tools and techniques to help express yourself with clarity, conviction, and confidence in your daily conversations.

Upcoming start dates

Choose between 3 start dates

19 March, 2024

  • Virtual Classroom
  • Online
  • English

18 June, 2024

  • Virtual Classroom
  • Online
  • English

Contact provider for more information.

  • Classroom
  • Ottawa

Who should attend?

This workshop is a foundational course for anyone who wants to strengthen their self-awareness and improve their interpersonal skills in challenging situations through emotional intelligence best practices.

Training content

  • Going the extra mile for the client base you serve and be recognized for your professionalism in service
  • Increase your awareness of your thoughts, feelings, perceptions, actions and intentions
  • Develop your ability to manage your emotions and the emotions of others
  • Become aware of your behavioral patterns and modify how you respond to others
  • Understand the components of verbal deescalation and how to avoid common challenges
  • Learn the four Sources of Energy and how to best build energy throughout the day
  • Understand the complexities of communication and how messages are misunderstood
  • Manage personal filters and biases by listening to seek understanding (i.e. empathetic listening)
  • Develop practical skills, effective techniques and coping strategies for dealing with difficult people and situations and moving an interaction forward
  • Create more productive working relationships through problem-solving and increase your confidence

Why choose BBLN?

In operation for over 20 years, Building Blocks takes a consultative approach to customer engagement to deeply asses the needs. We offer a variety of options for consideration.

All of our instructors have a minimum of 20 years of teaching experience using adult learning theory.

We can proudly say that our customers routinely say we exceeded their expectations and in doing so, we offer many benefits that are included in the service and pricing.

Reviews

Average rating 4

Based on 1 reviews.
Write a review!
4/5
Anonymous
12 Jul 2019

The course was clearly presented and with effective communication.

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Building Blocks Learning Network
170 Laurier Ave. West, Suite 700
K1P 5V5 Ottawa Ontario

Building Blocks Learning Network

Building Blocks Learning Network (Building Blocks) is a training company with over 20 years of experience in Adult Education. Our specific expertise includes professional development in the areas of Executive Leadership, Management and Leadership, Coaching, Policy Development, How Government Works,...

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