Instructor Led Understand Training in Egypt

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...

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...

Motivation Skills ...f 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 techniques.  more...

Coaching For Success ...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...

Communication Skills Program ...f 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 communication techniques and procedures. - Knowing communication tactics. - Improve aspects of communication. - Understand the weapons of communication. - Build a  more...

Culture Diversity Program There are too many obvious cultural differences that exist between peoples, such as language, dress and traditions, there are also significant variations in the way societies organize themselves, in their shared conception of morality, and in the ways they interact with their environment. In this program we will cover various cultural issues and pitfalls to recognize values, beliefs and norms of  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 ...f 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 and Responsibilities in Making Decisions Learn ways to  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...

Team building Putting together a solid corporate 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  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...

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...

Master Outbound Skills Effectively Managing Outbound Calls teaches the skills to prepare for outbound calls and how to deal with them. The learner is also stepped through the preparation to make outbound calls including stress management. Leaving voice mail messages, developing secondary contacts, and delivering negative messages are also covered. Finally, the learner is guided through procedures to make persuasive  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 During this detailed program, you will learn about each facet of the customer satisfaction measurement process, from determining objectives and cost justification through design, execution, and application of the results to your organization's customer relationship management operations. You will also have the opportunity to begin work on a real customer satisfaction survey, if you are about to  more...

Customer Relationship Management For any business, successful Customer Relationship Management navigation is becoming increasingly important in todaya ™s competitive business world. Customer expectations are always increasing, and business services must increase along with these expectations. CRM is the method through which businesses can connect with their customers and therefore serve them better. Businesses with  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...

Inbound Skills Program ...cognize 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 voice. Recognize the importance of creating good impression. Understand elements of Greeting and closing.  more...

Critical Elements of Customer Service ...e 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 team approach. Program Contents: Who Are Your Customers? Understanding and Meeting Expectations Your Self-Image  more...

Customer Loyalty and Retention ...n" is the lowest level of acceptable service; you at once understand the power of "loyalty." How you achieve loyalty is a journey, not a single action. Those who are able to achieve loyalty from their customers for their company and to themselves will be the ones to get beyond success...to fulfillment. How You Will Benefit, objectives: By the end of the program, participant will be  more...

Complain Handling and Resolution ...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 Contents: What complaints mean? Most common complaints  more...

Selling Smarter Cross Up Selling Techniques ...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 products and services. Identify and be able to better  more...

Prospecting For Leads ...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 opportunity. Develop, refine, and execute the art of cold  more...

Motivating Your Workforce ...signed specifically to help busy managers and supervisors understand what employees want and to provide them with a starting point for creating 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  more...

Get organized for peak performanceTime Management ...rganize 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 well. Take control of things that can derail workplace productivity. Program Contents: The power of change.  more...

Negotiating For Results ...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 strategies for dealing with tough or unfair tactics. Gain skill  more...

The Minute-Takers Workshop ...ish its objectives? After this two days workshop you will understand your role as a minute taker and the best techniques for producing minutes that include all the essential information 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  more...

Celebrating Diversity in the Workplace ...end of the program, participant will be familiar with; Understand what diversity and its related terms mean. Be aware of how aware you are of diversity and where you can improve. Understand how changes in the world have affected you and your view. Be able to identify your stereotypes. Understand what terms are politically correct and which are not, and why. Be familiar with the four  more...

Conflict Resolution Getting along in the Workplace ... What is critical for resolving conflict is developing an understanding of, and a trust in, shared goals. It requires openness, discipline, and creativity. Showing respect for other people and not blaming them enables people to work for mutual benefit. These are the skills that you will develop in this two days workshop. How You Will Benefit, objectives: By the end of the program,  more...

How to Manage Anger and Violence in the Workplace ...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 ™ anger. Have better communication and problem solving skills,  more...

Getting Employees Off To a Good Start ...end of the program, participant will be familiar with; Understand how important an orientation program is to an organization. Identify the role of the human resource department in the orientation program. Recognize how the commitment curve affects both new employees and their managers. Know what companies can do to deliver their promise to new employees. Determine the critical elements  more...

Managing Employee Performance ...nality typing to improve communication and team building. Understand the roles of a leader and how to fulfill them. Identify the stages of team development and use appropriate strategies for each stage. Solving problems and making decisions. Program Contents: Setting Goals. Typology. Kersey and Bates Temperament Types. The Situational Leadership Model. Four Stages of team  more...

Closing the Generation Gap in the Workplace ...ple within the context of employment is the bigger issue. Understanding others helps us to understand ourselves and to manage the people that we work with. We will explore problems, solutions, and strategies to help overcome issues of the generation gap. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Develop our understanding of where the  more...

Business Succession Planning ...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, and evaluation. Program Contents: A need for  more...

Business Ethics for the Office ...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 required to start developing an office code of ethics. Know  more...

Safety in the Workplace ...his 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 issues. How You Will Benefit, objectives: By the end of the program, participant will be familiar with; Understand the difference between a  more...

Advanced Skills for the Practical Training ...ogram, 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 for an effective training session. Understand the different levels of  more...

Facilitation Skills ...mpetencies linked to effective small group facilitation. Understand the different 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.  more...

Using Activities to Make Training Fun ...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: Adult learning principles. Leta ™s have some fun!  more...

Survival Skills for the New Trainer ...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. Program Contents: What Makes a Good Trainer? Projecting  more...

Project Management Fundamentals ...end of the program, participant will be familiar with; Understand what is meant by a project and project management. Identify benefits of projects. Identify the phases of a projecta ™s life cycle. Enhance your ability to sell ideas and make presentations. Prioritize projects. Begin conceptualizing your project, including goals and vision statements. Use a target chart and other  more...

Understanding Project Management ...Understanding Project 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  more...

Skills for Administrative Assistant ...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 managing conflict, and dealing with difficult people.  more...

Developing High Performance Teams ...es for dealing with team conflict and common situations. Understand how action planning and analysis tools can help your team perform better. Program Contents: Types of teams. The TORI model. The Team Player Survey. Organizations Today. The Stages of Team Development. Communication Skills. Shared Leadership. DeBonoa ™s Thinking Hats. Managing Team Conflict. The Trust/  more...

The Professional Supervisor ...e 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 techniques to help you plan and prioritize effectively You will  more...

Conducting Effective Performance Reviews ...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 effective interview process and have the opportunity to practice the process in a supportive atmosphere. Develop strategies for managing  more...

Building Better Teams ...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. Develop an action plan for those improvements. Program Contents: Your team player style. The strengths of each style. The challenges for each style. Establishing team norms. Building team trust.  more...

The Art of Making Meetings Work ...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 behavior. Program Contents: The basics for effective  more...

Coaching Skills ...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. Identify employee problems and ways you can help to  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...

IOSH Managing Safely To enable delegates to understand health and safety legislation and its implication to them and to identify, review and manage risk effectively within their own organisation so that they can manage and improve health and safety within their department.  more...

Finance for Non-Financial Managers By the 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  more...

Knowledge Management ...ion * Personal growth as an effective leader * Better understanding of how to lead others towards effective decision making * Deepen personal insights on how to cultivate creativity in the organization * Manage relationships with others with effective leadership style * Improved Intra/ Inter Departmental Communication * Lead with spirit of team in your enterprises *  more...

Introduction to Lean Production and Six Sigma ...pants to the concepts of lean production and six-sigma to understand both concepts and appreciate what they can do for them. The course will also reveal the link between the two concepts and introduce a plan for their implementation. The course is equivalent to white belt six-sigma training with the added discussion of the basics of lean production and the role of six-sigma in achieving it. By  more...

Organizational Development Change Management * The objective of the Organization Development Seminar is to get people introduced to the concept of organization development & organizational change, and its importance in the fast growing market and information revolution. That in addition to role of effective leadership in the organization health and welfare of its clients & employees. The Organization Development Seminar will help you to:  more...

Train the Trainer The objective of the a Train the Trainera seminar is to get people to know how to ultimately use their skills and proper deliver their training on individual and corporate levels. In this seminar you will learn: * The learning process and learning styles * Plan and prepare for training programmes * Understand how to effectively deliver training programmes * Be better able to  more...

Risk Management and Control Risk management and control is the processing of identifying, analyzing and quantifying risks, responding to them with a Risk Strategy, and then perhaps most important of all; controlling them. On completion of the course the participants will be able to understand clearly the basic steps such as: * To be aware of the principles risk assessment & control. * To identify sources of risk  more...

Evasive Driving ...nd lives of VIPs lifted by these cars. So, drivers should understand the importance of their role in facing any threats for these VIPs. The need of evasive driving is getting more needed for all entities to secure their employees and vehicles, as the dangerous accidents could lead to a huge loss for the companies' lives and money, in addition to the high cost of insurance. The reputation of  more...

The Millennium Manager This course is designed to better understand the importance of human capital in successful organizations. If a business is to excel, then managers need the proper tools to better manage, lead, motivate, coach and counsel their most valuable asseta namely human capital. Human capital management, knowledge management and the learning organization; are just but a few of the highlighted topics of  more...

The Strategic Role of HCM ...Understand the Difference between HRM and HCM * To Understand the Importance of Strategic HCM and Its Challenges with Top Management * To Understand the Role of HCM in Successful Organizations: Change, Competition, Value and CRM * To Adopt Competency-Based HCM for Better Hiring, Retention, Performance Evaluation and Succession Planning * To Adopt Motivation and Reward  more...