Live Webinar April 26th, 2012 1:00 PM – 2:00 PM EDT
Presented by: Citrix Online – GoToMeeting Corporate
Duration 1 hour 1 PDU or 1 CDU 1 Category C Free

Support Summit 2.0 : New Strategies for Elevating Your Support Team’s Performance

If you manage a customer contact operation, you already know what your biggest issues are: coaching, performance measurement, training and onboarding. But did you know there is an effective, new approach known as “strength-based communication” that can you help move ahead in all these areas?

What is a strength-based practice?

• The power of a positive attitude;
• Strength based communication techniques including:
  • reframing communication,
  • asking solution-focused questions,
• using inspirational metaphors;
• enhancing empathy and the need to avoid pejorative labeling;
• self-esteem building; creative self-management strategies;
• when and how to use incentives;
• respectful limit-setting; and
• helping young people who appear cognitively inflexible.

PDU Category C documentation details:

Process Groups: Executing
Knowledge Areas: 4- Integration 9 – Human Resources

• 4.3 Direct and Monitor Project Execution
• 9.3 Develop Project Team
• 9.4 Manage Project Team

As a Category C ‘Self Directed Learning Activity’ remember to document your learning experience and its relationship to project management for your ‘PDU Audit Trail Folder’

Click to register for Coaching Your Support Team with Strength-Based Communication