Instructor Led Team Training in Egypt

AT&T Certificate for Call Center Team Leaders ... will help you better strengthen your coaching skills and team development techniques as you manage your Contact Center. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Knowing what does Team leader means. How to communicate effectively with your team. Master the sense of the quality evaluation & calibration. The art  more...

AT&T Certification for Supervisors ... will help you better strengthen your coaching skills and team development techniques as you manage your Contact Center. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: The relationship between data and decision making process "WISDOM" Master the art of Capacity Planning and Forecasting in Operations Management How to  more...

AT&T Certification for Managers ... will help you better strengthen your coaching skills and team development techniques as you manage your Contact 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  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 ...ial. Business writing styles have changed. If you or your team are not using updated business writing techniques, you may be jeopardizing a new deal, an ongoing project, or a successful client relationship. A great deal of our business is now done over the Internet and through email. Business people are writing more today than ever before and you only have one chance to make a good impression  more...

Communication Skills Program ...mmunication skills and how to create a well communicating team which can benefit your organization. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: - Understand the communication definition and the importance of communication Skills. - Identify the communication process. - Realize communication barriers. - Explore new  more...

Quality calibration and call monitoring Call Centre supervisors are constantly looking to improve employee performance. In Quality calibration and Call Monitoring, you will learn how to acquire and analyze performance through use of standardized measurements and side-by-side monitoring. You will also learn how to establish quality standards, implement and administer a quality evaluation system, and link the Quality calibration and Call  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 ...team is one of the most rewarding experiences in business. We will shape effective and influential relationship among the group to meet standards of this era. In this course, we will create the right spirit to work in the same direction towards the company objectives to land on team synergy. We will guide you to the right track to foster an enthusiastic and supportive environment for goal  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...

Customer Focused Selling Skills ...ersonal objectives. Customer-focused Selling teaches your team a plan for developing an understanding between the customer and your salespeople throughout the sales process. 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  more...

Foundation of Customer Service Program Customer service is a requirement in today's business environment. This program is a comprehensive program that provides a strong foundation of skills and knowledge to succeed in the customer service industry. We will highlight various knowledge areas which cover evolution of customer service, value of customer service, reasons and impacts of bad service, dimensions of quality customer service,  more...

Critical Elements of Customer Service Critical Elements of Customer Service Target Audience: All staff in customer service environment. Program Duration: 4 days Program Overview: Have you ever encountered an unpleasant customer and not known what to do? Do you worry that youa ™re not assertive enough with demanding people? Do you struggle to solve problems? Do you know who your customers are? Do you have individual  more...

Customer Loyalty and Retention ...and Retention Target Audience: Supervisors, Seniors, Team Leaders, & All Staff in customer service environment. Program Duration: 2 days Program Overview: Customer satisfaction is WORTHLESS, customer loyalty is PRICELESS. Loyal is the most difficult of the customer service goals to achieve. But once you have it, you have something your competition will never have. This two days  more...

Complain Handling and Resolution Complain Handling and Resolution Target Audience: All staff in customer service environment. Program Duration: 2 days Program Overview: Todaya ™s workforce is experiencing job burnout and complaints in epidemic proportions. Workers at all levels may face complaints about a situation, a process, a person or people. The important thing for an organization to have a formal  more...

Managing Customer Service ...Team, Managers, Heads of Department and Directors in customer service environment Program Duration: 2 days Program Overview: The need for leading, promoting, and enhancing a customer-focused culture is essential within every organization. This two days workshop will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As you  more...

Selling Smarter Cross Up Selling Techniques Selling Smarter, Cross & Up Selling Techniques Target Audience: All Staff in customer service & sales environment. Program Duration: 2 days Program Overview: Ita ™s no secret that selling has changed in recent years. We are all working harder, with more responsibilities. High pressure selling is no longer effective. Customers want involvement. They want to be recognized and  more...

Prospecting For Leads Prospecting For Leads Target Audience: All Staff in customer service & sales environment. Program Duration: 2 days Program Overview: Prospecting is the key to your success. Your success today is a result of the prospecting you did six months ago. Become skilled at networking and remember the old 80/ 20 rule. Know who to target and how to target them, and remember to do some  more...

Overcoming Objections to Nail the Sale Overcoming Objections to Nail the Sale Target Audience: All Staff in customer service & sales environment. Program Duration: 2 days Program Overview: If you are like most sales professionals, you are always looking for ways to overcome customer objections and close the sale. This two days workshop will help you plan, prepare, and execute proposals and presentations that address  more...

Telemarketing Using the Telephone as a Selling Tool Telemarketing: Using the Telephone as a Selling Tool Target Audience: All Staff in call center environment. Program Duration: 2 days Program Overview: Virtually everybody in sales today sells over the phone at least part of the time. Perhaps it is time for you to evaluate how you use the telephone and where it fits into your sales and marketing mix. This workshop will show you how  more...

Dynamite Sales Presentations ...Presentations Target Audience: Supervisors, Seniors, Team Leaders, & All Staff in customer service & sales environment. Program Duration: 2 days Program Overview: A great sales presentation does not demand you have all the bells and whistles to impress the client with your technical skills. Rather, try impressing your clients with your knowledge of the products and services you  more...

Building Relationships for Success in Sales ...Success in Sales Target Audience Supervisors, Seniors, Team Leaders, & All Staff in customer service & sales environment. Program Duration: 2 days 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  more...

The Art of Delegating Your Workforce ... Workforce Target Audience: Supervisors, seniors, & Team Leaders in work environment. Program Duration: 2 days Program Overview: Delegation is often one of the hardest skills for a manager to master. However, the skill can be learned. This two days workshop will explore many of the facets of delegation, when to delegate, and who to delegate to. We will also go through the  more...

Motivating Your Workforce ...r Workforce Target Audience: Supervisors, seniors, & Team Leaders in work environment. Program Duration: 2 days Program Overview: Ita ™s no secret. Employees who feel they are valued and recognized for the work they do are more motivated, responsible, and productive. This is a busy two days workshop to help supervisors and managers create a more dynamic, loyal, and energized  more...

Human Resources Training for the non HR Managers ...Training for the non HR Managers Target Audience: HR Team, Managers, Heads of Department and Directors in work environment. Program Duration: 2 days Program Overview: This is a two-day overview of human resource issues facing today's business owners and managers. You do not always have the expertise to deal with the many employee relationship issues you face, and yet you will be  more...

Communication Strategies Communication Strategies Target Audience All Staff in work environment. Program Duration: 2 days Program Overview: This two days workshop is designed to help you improve your interactions with other people in your workplace or at home. This workshop gives participants the opportunity to improve the critical communication skills of listening, asking questions and being aware of  more...

Get organized for peak performanceTime Management ...performancea Time Managementa Target Audience: HR Team, Managers, Heads of Department, Directors, Supervisors, & All Staff in customer service environment. Program Duration: 2 days Program Overview: Time is money, the saying goes, and lots of it gets lost in disorganization and disruption. This workshop will help you get a grip on your office space, organize your work flow,  more...

Negotiating For Results ...g For Results Target Audience: Supervisors, Seniors, Team Leaders, & All Staff in work environment. Program Duration: 2 days Program Overview: People who can master the art of negotiation find they can save time, save money, develop a higher degree of satisfaction with outcomes at home and at work, and earn greater respect in the workplace. Negotiating is a fundamental fact of  more...

Working Smarter Using Technology to Your Advantage ... Technology to Your Advantagea Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment Program Duration: 2 days Program Overview: Rudeness in the workplace is increasing to the level that universities are studying it. Everyone is busy, everyone is stressed, and most people take it out on their colleagues at one time or another. Wea  more...

The Minute-Takers Workshop The Minute-Takera ™s Workshop Target Audience: All Staff in work environment. Program Duration: 2 days Program Overview: No matter who you are or what you do, whether at work or in the community, you are involved in meetings. Meetings are costly, even if they are held in a company boardroom. To ensure meetings are productive and worth the expense involved, three ingredients are  more...

Developing Training Program Developing Training Program Target Audience: All trainers in training environment. Program Duration: 2 days Program Overview: How You Will Benefit, objectives: Training is an essential element of development in any organization. Being knowledgeable and continuing to learn throughout your career can make you a very valuable asset. We also know that training and orientation for newly  more...

Celebrating Diversity in the Workplace ...ating Diversity in the Workplace Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: In the past ten years, the workforce has changed dramatically. More than ever, a workplace is a diverse collection of individuals proud of whom they are: their gender, their sexual orientation, their  more...

Conflict Resolution Getting along in the Workplace ...etting along in the Workplacea Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: All of us experience 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  more...

How to Manage Anger and Violence in the Workplace ...er and Violence in the Workplace Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: Violence of any sort has many roots. 99% of the time, there are warning signs of workplace violence. That is why this two days workshop will take a comprehensive look at workplace violence: how to  more...

Getting Employees Off To a Good Start ...ng Employees Off To a Good Start Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: One reason people change jobs is that they never feel truly welcome or a part of the organization they join. If a company spends considerable money recruiting, interviewing, and perhaps even relocating  more...

Managing Employee Performance ...Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: Workplace accidents and injuries cost corporations millions of dollars and thousands of hours lost every year. They also have a profound, often lifelong impact on workers. Introducing a safety culture into your organization, where safety is valued as an  more...

Employee Dispute Resolution Mediation through Peer Review ...Mediation through Peer Reviewa Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: Have you ever been in a workplace situation where a supervisor has made a decision that you didna ™t agree with? Did you wish that you could ask someone else what they thought of the decision;  more...

Closing the Generation Gap in the Workplace ...he Generation Gap in the Workplace Target Audience: HR Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: There are currently five generations in the workforce, and employers faced with mass retirements of Baby Boomers are looking for ways to prepare for the changes that will result. This course examines the  more...

Business Succession Planning ...Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: Change is a hallmark of todaya ™s business world. In particular, our workforce is constantly changing a people come and go, and move into new roles within the company. Succession planning can help you make the most of that change by ensuring that when  more...

Business Ethics for the Office ...Team, Managers, Heads of Department, Directors, & Supervisors in work environment. Program Duration: 2 days Program Overview: What exactly makes a decision ethical? The problem with ethics is that what may seem morally right (or ethical) to one person may seem appalling to another. This two days workshop will not provide you with an easy way to solve every ethical decision you will  more...

Safety in the Workplace ...Team, Managers, Heads of Department, Directors, Supervisors, & All Staff in work environment Program Duration: 2 days Program Overview: This two days course is for supervisors who wish to better understand themselves and others through completing and interpreting personality typing, to develop their problem solving and decision making skills, and to explore performance management  more...

Advanced Skills for the Practical Training ...r difficult situations. Practice the skills needed for a team presentation. Program Contents: Preparing to learn. Understanding learning. Competencies for adult educators. Accommodating learning preferences. Adult learning. The art of facilitation. Planning a workshop. Visual aids. Your role as an effective communicator. Questioning as a training technique. Kirkpatricka ™s  more...

Presentation Survival School Public Speaking Presentation Survival Schoola Public Speakinga Target Audience: All trainers in training environment. Program Duration: 2 days Program Overview: A great presenter has two unique qualities: appropriate skills and personal confidence. This confidence comes from knowing what you want to say and being comfortable with your communication skills. In this two days workshop, you will  more...

Facilitation Skills ...between content and process. Identify the four stages of team development and ways to help teams through each stage. Use common process tools to make meetings easier and more productive. Program Contents: What is a Facilitator? Types of Groups. Content and Process. Group Norms. Types of Thinking. Facilitating an Open Discussion. Controversial Issues. Listening for Common Ground.  more...

Using Activities to Make Training Fun Using Activities to Make Training Fun Target Audience: All trainers in training environment. Program Duration: 2 days Program Overview: Most people have been at a party or some other social occasion where someone has told an inappropriate joke and ruined the mood (at least temporarily). Likewise, wea ™ve all been somewhere where the class clown is able to lighten the mood and  more...

The Practical Trainer The Practical Trainer Target Audience: All trainers in training environment. Program Duration: 2 days Program Overview: If you do on the job training in your organization, this two days workshop can help you feel more comfortable and more competent. You will explore how adults learn and take a step-by-step approach to create training sessions that meet employee needs and you will  more...

Conquering Your Fear of Speaking In Public Speak Easily Conquering Your Fear of Speaking In Public a Speak Easilya Target Audience: All trainers in training environment. Program Duration: 2 days Program Overview: Do you get nervous when presenting at company meetings? Do you find it hard to make conversation at gatherings and social events? Do you lock up in awkward social situations? If so, this two days workshop is just for you! Ita  more...

Survival Skills for the New Trainer Survival Skills for the New Trainer Target Audience: All trainers in training environment. Program Duration: 2 days Program Overview: Few people choose training and development while they are still in school, and yet there are talented and knowledgeable trainers working in every industry. Some individuals become trainers because they are passionate about sharing their knowledge and  more...

Advanced Writing Skills ...Team, Managers, Heads of Department, Directors, & Supervisors in work environment Program Duration: 2 Days Program Overview: This is a two days workshop for those who already are good writers. 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  more...

Project Management Fundamentals ...Team, Managers, Heads of Department, Directors, & Supervisors in work environment Program Duration: 2 days Program Overview: Project management isna ™t just for construction engineers and military logistics experts anymore. Today, in addition to the regular duties of your job, you are often expected to take on extra assignments - and to get that additional job done well, done  more...

Understanding Project Management ...t Management Target Audience: Supervisors, Seniors, &Team Leaders in work environment. Program Duration: 2 days Program Overview: Project management isna ™t just for construction engineers and military logistics experts anymore. Today, in addition to the regular duties of your job, you are often expected to take on extra assignments - and to get that additional job done  more...

Business Etiquette Business Etiquette Target Audience: All Staff in work environment. Program Duration: 2 days Program Overview: In todaya ™s world, business demands more than keeping your nose to the grindstone and your ear to the ground. You need business savvy and the ability to establish yourself in a credible manner. A faux pas at the wrong time can damage your career. If you are newly  more...

Writing Reports Proposals ...Team, Managers, Heads of Department, Directors, & Supervisors in work environment Program Duration: 2 days 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  more...

Control Anger Before It Controls You Anger Management ...™t. The co-worker who can productively confront his teammate about his negative attitude increases his teama ™s chance of success as well as minimizes destructive conflicts. The customer service agent who can defuse the angry customer not only keeps her customers loyal but makes her own day less troublesome. This workshop is to help give you and your organization that edge. How You  more...

Business Writing That Works Business Writing That Works Target Audience : All Staff in work environment. Program Duration: 2 days Program Overview: For those who must write as part of their job, being able to write well is a real career boost. Learn how to capture your thoughts on paper so they are strong and persuasive, but at the same time clear, concise, complete, and correct. We can think about  more...

Skills for Administrative Assistant Skills for Administrative Assistant Target Audience: All Staff in work environment. Program Duration: 2 days Program Overview: Work is not the only thing that matters in life, but most of us want to take pride in what we do. While we dona ™t have to like the people we work with, or report to, at the very least we should be able to interact positively with them. The biggest  more...

Secrets of Change Management ...Team, Managers, Heads of Department and Directors in work environment. Program Duration: 2 days Program Overview: In today's world, change is inevitable and often difficult to deal with. During this two days course, you will learn how to implement, manage, and cope with change. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Find  more...

Problem Solving Decision Making ...cision Making Target Audience: Supervisors, Seniors, Team Leaders, & All Staff in work environment. Program Duration: 2 days Program Overview: As an individual, facts and knowledge can only go so far. Solving tough problems requires the ability to define the true problem, analyze the possible causes, create options, select the most feasible option, and then implement it. This two  more...

Building Your Self Esteem and Assertiveness Skills Building Your Self Esteem and Assertiveness Skills Target Audience: All Staff in work environment. Program Duration: 2 days Program Overview: Building your self-esteem is essential for confidence and success, and it all begins with you. Of all the judgments you make in life, none is as important as the one you make about yourself. Without some measure of self-worth, life can be  more...

Developing High Performance Teams ...Teams Target Audience: HR Team, Managers, Heads of Department and Directors in work environment. Program Duration: 2 days Program 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  more...

Business Leadership Becoming Management Material ... Becoming Management Materiala Target Audience: HR Team, Managers, Heads of Department and Directors in work environment. Program Duration: 2 days Program Overview: This workshop is a tool for your leadership development. It is designed to help you create and accomplish your personal best, and to help you lead others to get extraordinary things done. At its core, leadership  more...

The Professional Supervisor ...Team, Managers, Heads of Department and Directors in work environment. Program Duration: 2 days Program Overview: In todaya ™s changing workplace, many new supervisors are unsure of their roles and responsibilities. They have little experience dealing with the challenges of managing work through others. They havena ™t had the opportunity to develop those critical skills of  more...

Conducting Effective Performance Reviews ...Team, Managers, Heads of Department and Directors in work environment. Program Duration: 2 days Program Overview: Performance reviews are an essential component of employee development. Someone once said, a If you always do what youa ™ve always done, youa ™ll always get what youa ™ve always got. a And, remember what the German philosopher Goethe said: a Treat  more...

Building Better Teams ...Teams Target Audience: Supervisors, seniors, & Team Leaders in work environment. Program Duration: 2 days Program Overview: Teams have become a principle building block of successful organizations. This two days workshop is a basic course for team leaders and team members, designed to focus on the characteristics of an effective team player and the elements of an effective team.  more...

Change and How to Deal With It ...eal With It Target Audience: Supervisors, seniors, & Team Leaders in work environment. Program Duration: 2 days Program Overview: Managers traditionally have had the task of contributing to the effectiveness of their organization while maintaining high morale. Today, these roles often have to be balanced off with the reality of implementing changes imposed by senior management.  more...

The Art of Making Meetings Work ...etings Work Target Audience: Supervisors, seniors, & Team Leaders in work environment. Program Duration: 2 days Program Overview: Meetings come in all shapes and sizes, from the convention to a quick huddle in an office hallway. This two days program will be concerned with small working meetings; with groups that have a job to do requiring the energy, commitment, and talents of  more...

Coaching Skills ...hing Skills Target Audience: Supervisors, seniors, & Team Leaders in work environment. Program Duration: 2 days Program Overview: Coach, Role Model, Counselor, Supporter, Guide...do these words ring a bell? Being a coach involves being a role model, sometimes a counselor or supporter, and always a guide. Coaching is based on a partnership that involves giving both support and  more...

Dealing with Difficult People Dealing with Difficult People Target Audience: All staff in work environment. Program Duration: 2 days Program Overview: Edward Deming, the father of quality management, has said that people can face almost any problem except the problem of people. They can work long hours, face declining business, even the loss of a job, but they cana ™t deal with the difficult people in  more...

AT&T Certificate for Call Center Team Leaders ...e s a five days solution that will instantly improve your Team Leader performance. The overall approach is to address core competencies and skill sets in a comprehensive manner. AT&T Solutions training treats Contact Center team leaders as critical and highly valued resources with the intent of continuing to strengthen leadership abilities. This helps you enhance your overall value to the  more...

AT&T Diploma for Agents Even the best communicators in the world have their pitfalls. Through this course, you will gain the knowledge of how to better communicate with others as well as avoid misunderstanding. You will enhance your understanding people and know the power of empathy towards them. This Course uncovers a new way of living, toward the excellence of life personally and professionally. It draws a new path  more...

Advanced Presentation Skills Workshop Are Presentations important in your organization to be noticed amongst colleagues, management and customers? Did you know that the "Fear of Public Speaking" is ranked the highest, whereas, "fear of death" is ranked number seven? "Presentations" play a vital role in projecting the company's image to customers. It is also a tool through which leaders determine potential for higher management  more...

Leadership Development Team Building Understanding the real meaning of leadership. Recognizing the difference between leadership and management. Get to know how do leaders lead? Familiarize with the Employee performance management. Improve the leadership and self and others motivational skills. Familiarize participants with better method for managing people. Identify motivation difficulties and assist managers and  more...

Knowledge Management ...efine your leadership styles for the benefit of your team and department to develop KM. * Develop adaptability in dealing with different people to extract the tacit knowledge * Enhance decision making skills in the light of knowledge management philosophy * Apply effective knowledge management skills in your organization * Personal growth as an effective leader *  more...

Negotiation Skills The a Negotiation Skillsa Seminar enables participants to do better &achieve more in a variety of negotiating situations, as negotiation can smooth relations ,save you time ,money & gain you positive advantage. Throughout the seminar, participants are prompted to respond to self-assessment exercises, carry out role plays, exchange experience in small groupsa ™ teamwork, and answer written  more...