Instructor Led End Training in Egypt

AT&T Certificate for Call Center Team Leaders The courses include lectures, case studies, individual & group discussion, assessment, calls simulation, video and audio tapes, energizers and games. Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. These courses will help you better strengthen your coaching skills and team development techniques as you  more...

AT&T Certification for Supervisors The courses include lectures, case studies, individual & group discussion, assessment, calls simulation, video and audio tapes, energizers and games. Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. These courses will help you better strengthen your coaching skills and team development techniques as you  more...

AT&T Certification for Managers ...Center. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: How to integrate the contact centre vision into strategy "goal setting formula" Fundamental of project management in call centre environment Vendor management selection criteria Review the competency profiles for effective hiring Effective reward and  more...

Performance Management Performance management includes activities to ensure that goals are consistently being met in an effective and efficient manner. Performance management can focus on performance of the organization, a department, processes to build a product or service, employees. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand the aims  more...

Presentation A Presentation is a fast and potentially effective method of getting things done through other people. In managing any project, as public speaker, it is vitally important to be able to communicate your thoughts and ideas effectively, using a variety of tools and medium. You will need to develop and use this skill throughout your career, especially when you are working in the big competitive world.  more...

Project Management ...ontext Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Identify the project phases and life cycle. Specify realistic objectives to stakeholder needs. Realize project management processes. Identify clear project scope management. Apply effective project integration management. Estimate project costs  more...

Effective Meeting Skills Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Conduct a productive, motivating meeting. Improve meeting quality and stay on agenda. Review key issues and ideas for effective implementation. Target Audience: Supervisors, project managers, and anyone else who conducts meetings at work  more...

Motivation Skills ...end of this program, participants will have been able to: Understanding of motivation definition. Realizing the relation between motivation and performance enhancement. Understand how people can be motivated in many different ways. Understand the concept of motivation from a theoretical perspective as well as a practical perspective. Understanding motivations  more...

Interviewing Skills ...end of this program , participants will have been able to: Analyze Position & the Mandatory Success Factors Identify Beginning the Selection Process Recognize the relationship between the Resume and the Interview . Be Aware of the right questions, Pre-Employment Tests and checking references. Be Familiar with Pre-Employment Tests. Master the Models and Types  more...

Coaching For Success ...end of this programme, participants will have been able to: Understand Definition and Benefits of Counseling and Coaching. Recognize Why Managers Avoid Coaching or Counseling. Realize Characteristics of Effective Coaches and Counselors. Identify When to Counsel or Coach. Master How to Give and Receive Feedback. Recognize Why Managers Avoid Coaching or Counseling.  more...

Discipline Management In our culture, discipline can is a major problem facing corporate. In this course you will get your hand on the causes and solutions to beneficial discipline management. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand the purpose and reasons for implementing the companya ™s disciplinary procedure. Know the  more...

Business Writing Skills Program ...thers. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: - Identify primary information and focus readers' attention on it, - Write convincingly and persuasively, - Create letters, memos, reports, and email that consistently achieve the intended impact, and - Use a writing style and tone appropriate to the intended audience and  more...

Communication Skills Program ...earchers assured that people in organizations typically spend over 75% of their time in an interpersonal situation; thus it is no surprise to find that at the root of a large number of organizational problems is poor communications, the purpose of communication is to get your message across to others clearly and unambiguously, doing this involves effort from both the sender of the message and  more...

Culture Diversity Program ...havior. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understanding the meaning of culture and its value. Know how Culture Affects Behavior. Learn the Impact Of Cultural Values Identify the Basics of Culture Through Work. Realize the Cultural Differences. Recognize the Cultural Communication.  more...

Outsourcing Management This program was designed to highlight the importance of outsourcing models, advantages of the outsourcing and how to benefit from it. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand what is outsourcing mean Understand the models of outsourcing Chose the right partner to be the outsourcing Target  more...

Problem solving and decision making ...d issues. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand Effective Problem Solving definition. Learn Effective problem solving process Recognize Effective Problem Solving Strategy Identify Creative Decision making definition Learn Effective Steps in Decision-Making Process Understand Group Roles  more...

Quality calibration and call monitoring ... process. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Score Calls. Understand objective measurement. Clarify Objective and Impartial Feedback. Understand the basics of recording and assessment of live data. Prepare real time data. Using web based access. Produce tailored reports in seconds.  more...

Stress management More and more employees are experiencing daily stress, pressure, long hours or rapid change. The nature of employment has now changed, and the idea of a job for life has been replaced by an emphasis on performance. How do you manage your stress levels? The relaxation and stress management classes are about crisis control a methods of restoring your sense of well being when things go wrong.  more...

Team building ...g goals. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Identify conditions for a team to work best. Understand team Effectiveness. Know stages involved in team building. Identify types of teams and their relative advantages and disadvantages. Recognize characteristics of well-functioning teams. Clarify  more...

Time Management Time management is a set of skills, tools, and systems that work together to help you get more value out of your time with the aim of improving the quality of your life, we all know that everything takes longer than we believe it will. Plan as you may, you will almost always run out of time before you run out of work. This program is designed to improve your time management skills so you can work  more...

Workforce management As contact centers become more complex, the importance of having the right staff and supporting resources in the right places at the right time becomes ever more crucial to success. Workforce management is the process of utilizing accurate staffing figures every hour to maximize service and minimize cost. It is one of the most important planning and management functions of a call center manager or  more...

Reward and Compensation Compensation and Reward system plays vital role in a business organization. Since, among four Ms, i. e. Men, Material, Machine and Money, it can shift your company to the next level. In this course youa ™ll identify the process to apply the best reward system. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Be aware of the role  more...

Change Management ...onment. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Plan for the implementation of Change Management. Set priorities and assess the impact, cost, benefit and risk of proposed changes. Organize the Request for Change (RFC) authorization process. Prepare for and manage the Change Advisory Board (CAB) meetings.  more...

Conflict Management ...orce. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Identify exactly what conflict is, why it arises and how it can be utilized for maximum benefit. Recognize the various stages of conflict and preventing them from escalating. Deal with conflict with a greater awareness of the conflict management style of themselves  more...

Crisis Management Effective crisis management is accomplished through prompt response, early and continuous communication and effective execution. In this course, youa ™ll respond to crisis in a deferent and efficient way. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand the elements and Steps to crisis management. Identify Crisis  more...

Cross and Up-Selling Techniques ...sistance. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Learn how to match your customera ™s needs to the accompanying products and services that you offer. Learn effective questioning techniques to create sales opportunities. Learn when to cross sell and when to up sell. Learn how to overcome objections and  more...

Customer Focused Selling Skills ...cess. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Determine the meaning and significance of customer-focused selling in your workplace. Develop relationship with customers based on trust and credibility. Identify the needs and preferences of your customera ™s desire to buy. Use effective strategies to  more...

Master Outbound Skills ...mers. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Recognize and understand the structure of an Outbound Call. Learn the difference Inbound vs. outbound. Learn How to turn customers on to your proposition (Magical Moment). Learn Creating Your Unique Selling Proposition (USP). Master the art of handling  more...

Negotiation Skills The most successful managers and executive are known for having exceptional capabilities in achieving the desired outcomes. How do they do that? Through one common skill: Superior negotiation. Negotiation represents the highest art of communication and requires the most challenging skills and competencies to always achieve win-win outcomes. This program examines tools and techniques managers  more...

Complaints handling The way that your frontline staff work with your customers in handling complaints has a direct impact on your bottom line and the lifetime value of your relationship with that customer! Make sure that they have the best skills, strategies and techniques to ensure that every customer experience is a memorable one. This program aimed at those people with direct contact with your customers whether it  more...

Customer Loyalty and Retention Program ...pany. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand the definition of loyalty Recognize the Great Value Of Loyalty Defining customer satisfaction based on his expectation. Differentiate Loyalty and satisfaction a which is more long term and important Learn the magical ways to gain the  more...

Customer Relationship Management ...ness. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand CRM definitions and concepts Realize why CRM is essential to the future of your company Understanding of the latest strategies that can lead to a profitable CRM philosophy for your company. Know what customer relationship management is, and what is  more...

Customers types and behavior ...out. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: We will know the types of customers. We will know the color of customer as in mind set. We will know how to treat them right way with no problem or even if there is . We will know how to know which category are he or she , without talking to him or her.  more...

Foundation of Customer Service Program ...sures. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Identify who the Customer is? Understand Customer Service definition. Understand what our client's expectations from us. Understand the foundations of providing excellent customer service. Realize the difference between quality and bad service. Master  more...

Inbound Skills Program ...eos. Key Learning Objective and Outcomes: By the end of this programme, participants will have been able to: Recognize Fundamental inbound customer service skills. Understand difference between Call flow and Call customization. Master Listening skills. Empowering listening level & techniques. Understand the basic speaking components. Identify the power of  more...

Critical Elements of Customer Service ... and more! How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Recognize that service delivery is an individual response value. Understand how your own behavior impacts the behavior of others. Develop more confidence and skill as a problem-solver. Communicate more assertively and effectively. Learn some ways to make customer service a  more...

Customer Loyalty and Retention ...lfillment. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Understand the meaning of customer service in terms of the real a world actions you take every day. Getting answers to real a world situations that will make you a hero to your customer, and a success for yourself. How to get customer to tell good stories about you & how to  more...

Complain Handling and Resolution ...every day. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Understand that complaint is positive, that help us to keep customer loyalty & retention. Deal better with situations and actions that cana ™t be changed. How to Deal With Customer Types & how to handle them. How to make an effective complaint handling. Program  more...

Managing Customer Service ...you are now. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Identify ways to establish links between excellence in customer service and your business practices and policies. Develop the skills and practices that are essential elements of a customer service focused manager. Recognize what employees are looking for to be truly engaged.  more...

Selling Smarter Cross Up Selling Techniques ... challenges. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Understand a wonderful paradox: helping other people get what they want gives us more of what we want. Use goal-setting techniques as a way to focus on what you want to accomplish and develop strategies for getting there. Recognize the difference between features and benefits of  more...

Prospecting For Leads ...seeds daily. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Understand the importance of expanding a client base through effective prospecting. Learn how to use a prospect board to make you more successful. Identify target markets and target companies with the 80/ 20 rule in mind. Develop and practice networking skills at every  more...

Overcoming Objections to Nail the Sale ... the sale. . How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Identify the steps you can take to build your credibility. Identify the objections that you encounter most frequently. Develop appropriate responses when prospective buyers throw you a curve. Learn ways to disarm objections with proven rebuttals that get the sale back on track.  more...

Telemarketing Using the Telephone as a Selling Tool ... sales call. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Ways to build trust and respect. How to warm up your sales approach to reduce your fear of cold calling. Ways to make a positive first impression. Strategies that help you speak to the decision-maker. Create a script to maximize your efficiency on the phone. Learn what to say  more...

Dynamite Sales Presentations ...resentation. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Identify the key elements of a quality proposal. Know how to write a winning proposal. Perfect your first impression, including your dress and your handshake. Feel more comfortable and professional in face-to-face presentations. Program Contents: Business Writing Basics.  more...

Building Relationships for Success in Sales ... Program Overview: No one questions that making friends is a good thing. In this workshop, you are going to discover that the business of business is making friends, and the business of all sales professionals is making friends and building relationships. Strategic friendships will make or break any business, no matter how big and no matter what kind of market. How You Will Benefit,  more...

The Art of Delegating Your Workforce ...around them. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Clearly identify how delegation fits into your job and how it can make you more successful. Identify opportunities within the scope of your authority for delegating effectively to others. Identify the criteria for fair and responsible delegation to all employees. Develop  more...

Motivating Your Workforce ...g champions. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Identify what motivation is. Learn about common motivational theories and how to apply them. Learn when to use the carrot, the whip, and the plant. Discover how fear and desire affect employee motivation. Explore ways to create a motivational climate and design a motivating  more...

Human Resources Training for the non HR Managers ...discipline). How You Will Benefit, objectives: By the end of the program, participant will be familiar with; The latest trends in the human resource field and the changing role of the human resource professional. How to write job specifications and identify core competencies. Methods of finding, selecting, and keeping the best people using behavioral description interviewing  more...

Communication Strategies ...ional image. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Identify common communication problems that may be holding you back. Develop skills in asking questions that give you information you need. Learn what your non-verbal messages are telling others. Develop skills in listening actively and empathetically to others. Learn how to  more...

Get organized for peak performanceTime Management ...f your life. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Better organize yourself and your workspace for peak efficiency. Understand the importance of, and the most useful techniques for, setting and achieving goals. Identify the right things to be doing and develop plans for doing them. Learn what to delegate and how to delegate  more...

Negotiating For Results ...lem solving. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Understand how often we all negotiate and the benefits of good negotiation skills. Recognize the importance of preparing for the negotiation process, regardless of the circumstances. Identify the various negotiation styles and their advantages and disadvantages. Develop  more...

Working Smarter Using Technology to Your Advantage ...d of harder? How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Be able to make your workplace a technology-friendly place. Make the most of computers, telephones, instant messaging, e-mail, contact management applications, and scheduling software. Communicate better with the IT department. Make the best software and training choices. Be  more...

The Minute-Takers Workshop ...tion needed. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Recognize the importance of minute-taking. Develop key minute-taking skills, including listening skills, critical thinking, and organization. Be able to remedy many of the complaints that beset minute-takers. Be able to write minutes that are suitable for formal meetings,  more...

Developing Training Program ...y work for. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Describe the essential elements of a training program. Apply different methodologies to program design. Demonstrate skills in preparation, research, and delivery of strong content. Explain an instructional model. Be prepared to create a training program proposal. Program  more...

Celebrating Diversity in the Workplace ... collection of individuals proud of whom they are: their gender, their sexual orientation, their religion, their ethnic background, and all the other components that make an individual unique. In order for your workplace to succeed, your employees must be able to appreciate and celebrate those differences. How You Will Benefit, objectives: By the end of the program, participant will be  more...

Conflict Resolution Getting along in the Workplace ...conflict. We argue with our spouses, disagree with our friends, and sometimes even quarrel with strangers at a hockey game. At times we lose sight of the fact that all this conflict is normal. So long as people are individuals there will be the potential for conflict. Since you cana ™t prevent conflict, the most important thing is to learn how to handle or manage it in productive ways.  more...

How to Manage Anger and Violence in the Workplace ... does occur. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Understand what workplace violence is? Be able to identify some warning signs of violence. Understand the cycle of anger. Understand Albert Banduraa ™s behavior wheel and how it applies to anger. Develop a seven-step process for managing your anger and othersa ™  more...

Getting Employees Off To a Good Start ...e or a part of the organization they join. If a company spends considerable money recruiting, interviewing, and perhaps even relocating employees, it makes good sense to go one step further and make the new employee feel like they have made a good decision to come to this company. A thoughtful new employee orientation program, coupled with an employee handbook that communicates workplace  more...

Managing Employee Performance ...ety culture. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Develop useful techniques for setting and achieving goals. Apply and interpret personality typing. Use the results of personality typing to improve communication and team building. Understand the roles of a leader and how to fulfill them. Identify the stages of team development  more...

Employee Dispute Resolution Mediation through Peer Review ... a decision. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; What the Peer Review process is. How employees file grievances and how management should respond. How a facilitator and a panel is chosen. What is involved in the hearing process, from preliminary meetings to the hearing itself, to the decision process. What responsibilities  more...

Closing the Generation Gap in the Workplace ...ration gap. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Develop our understanding of where the generation gap issue surfaces, and the impact it has on the modern workforce. Understand and apply language that is specific to each generation currently in the workplace. Explore organization strategies that overcome gap issues. Evaluate  more...

Business Succession Planning ...ession plan. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Understand the value of succession planning for successful businesses. Develop expertise with the key elements of a succession plan. Create and discuss aspects of a succession plan. Discuss the elements of a succession plan in terms of roles, responsibility, function, scope,  more...

Business Ethics for the Office ...environment. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Understand the difference between ethics and morals. Understand the value of ethics. Identify some of your values and moral principles. Be familiar with some philosophical approaches to ethical decisions. Identify some ways to improve ethics in your office. Know what is  more...

Safety in the Workplace ...ent issues. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Understand the difference between a safety program and a safety culture. Have some resources to help you understand the regulations in your area. Be able to launch a safety committee. Understand how to identify hazards and reduce them. Know some hiring measures that can  more...

Advanced Skills for the Practical Training ...o that goal. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Enhance your understanding of learning styles & how to accommodate all learning styles in the classroom. Understand the key principles of effective communication in a workshop setting. Use a variety of training techniques to stimulate participation. Develop a plan and prepare  more...

Presentation Survival School Public Speaking ... presenter. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Identify ways to gain rapport with your audience. Learn techniques to reduce nervousness and fear. Recognize how visual aids can create impact and attention. Develop techniques to create a professional presence. Learn some different ways to prepare and organize information.  more...

Facilitation Skills ...impossible to be part of an organization today and not attend meetings. Staff meetings, project meetings, planning and coordinating meetingsa they all take time. There has been a growing realization that we have to pay attention to the process elements of meetings, if we want them to be effective. With its focus on asking rather than telling, and listening to build consensus, facilitation is  more...

Using Activities to Make Training Fun ...articipants. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Understand how training can include the use of humor and games. Explore different types of games. Identify methods to elicit participant buy-in. Understand humor principles in adult learning. Troubleshoot when games go badly. Develop your own games. Program Contents:  more...

The Practical Trainer ...and deliver. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Recognize the importance of considering the participants and their training needs, including the different learning styles and adult learning principles. Know how to write objectives and evaluate whether these objectives have been met at the end of a training session. Develop an  more...

Conquering Your Fear of Speaking In Public Speak Easily ...mall groups. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Enhance the ability to speak one-on-one with others. Feel more confident speaking socially or small groups such as meetings. Practice developing these skills in a safe and supportive setting. Program Contents: Good communication skills. Barriers to communication. The  more...

Survival Skills for the New Trainer ...nvironment. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Understand the essential background for trainers to have. Explore how being genuine enhances training. Identify the elements of good questions. Understand how to apply listening skills. Develop rapport building strategies. Describe the essentials of presentation skills.  more...

Advanced Writing Skills ...ers. Our time will be devoted to writing letters of recommendation, of persuasion, of refusal or of action, that reflect current word usage and up-to-date formats. You can also become more skilled at writing business cases, proposals and reports, and learn a bit more about e-mail etiquette. How You Will Benefit, objectives: By the end of the program, participant will be familiar with;  more...

Project Management Fundamentals ...e under budget, and done on time. This workshop is not intended to take you from a supervisory or administrative position to that of a project manager. However, this two days workshop will familiarize you with the most common terms and the most current thinking about projects. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Understand what  more...

Understanding Project Management ...e under budget, and done on time. This workshop is not intended to take you from a supervisory or administrative position to that of a project manager. However, this two days will familiarize you with the most common terms and the most current thinking about projects. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Understand what is meant  more...

Business Etiquette ...confidence. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Finesse introductions-from shaking hands and using eye contact to remembering names. Dress appropriately for every business occasion. Feel more confident of your business communication in every situation. Use your business cards wisely. Perfect your handshake. Gain that  more...

Writing Reports Proposals ...ays Program Overview: This two days workshop is intended to help you do the writing your job demands. If you are a manager at any level in business, government, or industry, you must write reports. Whether you want to or not, you write to explain things, to smooth relationships and to convince others of the value of some course of action. Writing must be clear, concise, complete, and  more...

Control Anger Before It Controls You Anger Management ...n that edge. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Be better able to recognize how anger affects our bodies, our minds, and our behavior. Be better able to use the six-step method to break old patterns and replace them with a model for assertive anger. Be better able to control your own emotions when faced with other peoplesa  more...

Business Writing That Works ...rate on the nitty-gritty details that writers have to contend with, and give them some practical advice on making the job less difficult. They will also have opportunity to discuss their writing problems and share solutions with others in the workshop. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Have a better grasp of the basics of  more...

Skills for Administrative Assistant ...ment skills. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Understand the importance of professional presence on the job. Learn how to self-manage to become more effective and efficient. Improve your communications skills, including listening, questioning, and being more assertive. Increase your effectiveness in recognizing and  more...

Secrets of Change Management ...with change. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Find different ways of looking at change. Create a change implementation strategy. Make change easier for yourself and others. Develop techniques to cope with change, including resiliency and stress management. Know how to maintain a sense of control during a change.  more...

Problem Solving Decision Making ...n decisions. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Increase your awareness of problem solving steps and problem solving tools. Distinguish root causes from symptoms to identify the right solution for the right problem. Improve your problem solving and decision making skills through identifying your own problem solving style.  more...

Building Your Self Esteem and Assertiveness Skills ...nse of self. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Learn how to create positive self-expectations. Begin setting goals to get more of what you want from life. Develop self-talk messages that help build self-esteem. Identify communication tools to help you be more assertive. Learn how to say no, and when no is the best answer.  more...

Developing High Performance Teams ...gram Overview: Your success as a manager can often depend on how well your team operates. How are their problem-solving skills? Are they enthusiastic and motivated to do their best? Do they work well together? There have been hundreds of studies demonstrating that human beings function better and learn better in groups. If you want to develop your team leadership skills and unleash the  more...

Business Leadership Becoming Management Material ...on yourself. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Identify your leadership profile and explore how you can use this knowledge to create your own future. Assess your leadership competencies and learn how you can develop your strengths. Identify those additional skills and tools that can make you a better leader. Develop your  more...

The Professional Supervisor ...opportunity. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; You will understand the scope and nature of the supervisory position. You will learn some ways to deal with the challenges of the role. You will recognize the responsibilities you have as a supervisor, to yourself, to your team, and to your organization. You will identify key  more...

Conducting Effective Performance Reviews ... activities. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Recognize the importance of having a performance appraisal process for employees. Understand how to work with employees to set performance standards and goals. Develop skills in observing and giving feedback, listening and asking questions, for improved performance. Identify an  more...

Building Better Teams ...orming team. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; The PTPS will give you useful feedback about your team player style. Identify ways you will want to change to improve your team player style. Better understand and appreciate differences among team members. Identify those ways your team must improve to be more effective.  more...

Change and How to Deal With It ...r employees. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Accept that there are no normal or abnormal ways of reacting to change. See change as an essential element that is positive. Recognize that adapting to change is all about attitude. Identify the stages of change we go through as we learn to deal with change. See change as an  more...

The Art of Making Meetings Work ...participate. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Understand the value of meetings as a management tool. Recognize the critical planning step that makes meeting time more effective. Identify process tools that can help create an open and safe forum for discussion. Develop and practice techniques for handling counterproductive  more...

Coaching Skills ...of the word. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Understand how coaching can be used to develop your team. Develop the coaching skills that help improve individual performance. Demonstrate the behaviors and practices of an effective coach. Recognize employeesa ™ strengths and give them the feedback they need to succeed.  more...

Dealing with Difficult People ...rsonal life. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Recognize how your own attitudes and actions impact on others. Find new and effective techniques for managing negative emotions. Develop coping strategies for dealing with difficult people and difficult situations. Identify those times when you have the right to walk away from  more...

AT&T College of Call Center Excellence For Agents The courses include lectures, case studies, individual & group discussion, assessment, calls simulation, video and audio tapes, energizers and games. Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. These courses will help better strengthen your agenta s overall skills and give them new techniques to improve  more...

Finance for Non-Financial Managers ...end of this course, you will be able to: a Understand basic accounting principles and terminology a Determine the nature and objectives of financial management a Define accounting as an information system. a Understand the process of finance and investment decision making a Analyze enterprisea ™s liquidity, profitability and activity strength a Identify uses and limitations  more...

Tenders andContracts Management * Upon the completion of this course, candidates will be able to: o Conduct an End-to-End procurement process o Use the different procurement tools and techniques o Be better negotiators o Identify which type of contract to use, and when o Have better command of Contract Management o Better manage bidding and tendering processes  more...