CCMA Workshop - Coaching for results in a CX environment

Date: 04/03/2020

Venue: Red Cow Moran Hotel, 22 Naas Rd, Fox-And-Geese, Dublin, D22 YX80.

In a recent survey by Deloitte and MIT of 4,300 business executives, the biggest challenge managers identified was in getting their people to be willing and able to take controlled risks, and to deal with ambiguity and constant change in the operation. Executives also thought that learning on-the-job was the most effective way to improve skills and build confidence for both front-line staff and first line management - but how?

This one day workshop will explore how to bring coaching tools and techniques to front-line managers and staff and how to make coaching conversations personal and effective, but also visible and reportable. The workshop will take place from 9.30 a.m. till 4.30 p.m. in the Red Cow Moran Hotel and will be delivered by Cormac Murphy of Ennovate Consulting. 

We will investigate the connection between coaching and objective results in NPS, Conversion rates and Retention.  

Key learning outcomes will include:

  • Practical experience in preparing and running 1:1 and group coaching sessions for performance
  • An approach for building a coaching programme for yourself and your company
  • An in-depth case study on how an insurance company significantly improved their service using coaching for no increase in operational costs
  • Some measures you can use to measure and track your coaching programme.

Expect to come away from the day with new ideas about how to increase your first-line managers ability to coach and more understanding of the tools and techniques available to support them in doing so. There is a charge of €150 per attendee to include breaks and lunch.

If you would like to book a place on this workshop please register here. 

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