Professional Training

Advanced Customer Service Skills

Cosensa Learning and Development, In Dublin (+1 locations)
Length
2 days
Next course start
Enquire for more information. (+2 start dates)
Course delivery
Classroom, Virtual Classroom
Length
2 days
Next course start
Enquire for more information. (+2 start dates)
Course delivery
Classroom, Virtual Classroom
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  • Classroom
  • Dublin
  • English

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  • Virtual Classroom
  • Online
  • English

Suitability - Who should attend?

This course is for supervisors, leaders and managers who want to explore, or revisit foundational level coaching skills and build on those to become an effect coach in a variety of work situations including one to one performance and developmental coaching.

Outcome / Qualification etc.

By the end of this course, delegates will
  • be using techniques that can enable them to deal with their own confidence and abilities, build effective teams, recognise potential disagreement and have the capability to handle these situations
  • be equipped with the skills to create a high performing and motivating work environment for everyone they lead
  • understand how coaching conversations can be used to have courageous conversations where behaviours or performance are below expected standards
  • be capable of conducting one to one developmental coaching sessions using a proved, structured approach with individuals from their team or as executive coaches

Training Course Content


Day 1
This first day is dedicated to building understanding that coaching can happen in the moment and that it is a leadership style, not only a developmental tool.  Delegates will finish knowing the skills required to create a high performing and motivating work environment for everyone they lead.  They will understand how coaching conversations can be used to have courageous conversations where behaviours or performance are below expected standards.  
 
The first days learning objectives are to:

  • Define coaching 
  • Discuss the benefits of taking a coach approach.   
  • How coaching can be used to support individuals, improve performance and in career development. 
  • Explore how coaching can be effectively used to support individuals in the workplace 
  • Appreciate the difference between coaching, mentoring, counselling, and training 
  • Learn the effective coach toolkit 
  • Coaching Principles 
  • The Role of Emotional Intelligence in leadership coaching 
  • Awareness and Responsibility to activate learning 
  • Powerful questions 
  • Active Listening 
  • Goal Setting / Action Agreement using SMART methodology 
 
Day 2
The aim is to build upon the learning from Day 1.  From there we introduce the principles of one to one / executive coaching using the coaching federation model and the GROW model as methods of structuring a coaching session.  Along with learning the principles delegates will benefit from video and live demonstration, and from practice activities.  The second part of the day is dedicated to learning styles and understanding their differences and importance when coaching.  
  • Review the Coaching Federation's model for coaching. 
    • Foundations 
    • Co-Creating Relationships
    • Communicating effectively 
    • Facilitating learning and results 
  • Appreciate different learning styles and how to utilise these in coaching and mentoring 
    • Explore the different learning styles developed by Honey and Mumford and their importance to consider when coaching and mentoring – Activist, Reflector, Pragmatist, Theorist. 
    • Review other learning styles Visual, Auditory, Kinaesthetic, Reading and Writing
  • Explore the GROW model as a coaching technique: 
    • Goal 
    • Reality 
    • Opportunities 
    • Way Forward 

Course delivery details

This highly participative and practical programme gives leaders and managers tools, confidence-building and personal behaviour management skills. We work with leaders and managers on current issues and can build the programme to meet current needs and issues.

Continuing Studies

Effective Middle Management: An essential skills programmeResonant LeadershipDelegation, Leadership and Time Management

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Cosensa Learning and Development
Innovation Factory
385 Springfield Road
BT12 7DG Belfast

Cosensa Learning and Development Training Courses

Cosensa Learning & Development offers training courses for professionals and organisations throughout the public, private and third sectors. All Cosensa trainers are highly qualified, with extensive experience in training and coaching. Cosensa's wide range of open courses are delivered throughout...

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