Mak­ing It Happen™

Improve call qual­ity and boost pro­duc­tiv­ity with the com­plete train­ing pro­gram for coach­ing customer-facing reps. Mak­ing It Hap­pen™ teaches team lead­ers, super­vi­sors, and man­agers how to cre­ate a pos­i­tive work envi­ron­ment and build a top-performing team.

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Course Con­tent:

Mod­ule 1: Coach­ing From Within

• Defin­ing high-quality coaching
• Under­stand­ing the impact of man­ag­ing with integrity
• Cre­at­ing a coach­ing mis­sion statement

"A fan­tas­tic way to get a super­vi­sory team on board with the same com­mon goals and objec­tives." Har­riet White, Mem­ber Ser­vices Man­ager, Inland Empire Health Plan.

Mod­ule 2: Tools to Mea­sure Performance

• Under­stand­ing pro­duc­tiv­ity and qual­ity measurements
• Set­ting per­for­mance stan­dards and objectives
• Eval­u­at­ing your assess­ment forms

Mod­ule 3: Set­ting Team and Indi­vid­ual Goals

• Cre­at­ing mean­ing­ful goals
• Set­ting team goals
• Set­ting indi­vid­ual goals

"This course is an excel­lent sup­ple­ment to Impact’s other courses, or as a stand­alone. Often times we leave super­vi­sors to fig­ure out the coach­ing on their own. This gives them all the tools they need in their toolkit." Kathryn Tap­pan, Learn­ing Spe­cial­ist, Home Depot

Mod­ule 4: Tips and Tech­niques for Observ­ing Performance

• Meth­ods of mon­i­tor­ing performance
• Deter­min­ing how often to monitor
• Prepar­ing to give feedback

Mod­ule 5: The Art of Giv­ing Quick Feedback

• Prais­ing strong performance
• Refin­ing per­for­mance that is almost — but not quite — correct
• Cor­rect­ing poor performance

Mod­ule 6: Con­duct­ing One-on-One Review Sessions

• Track­ing performance
• Ana­lyz­ing performance
• Lead­ing a review session

Mod­ule 7: Deal­ing With Chal­leng­ing Situations

• Trou­bleshoot­ing per­for­mance issues
• Dis­cussing nego­tiable per­for­mance issues
• Resolv­ing non-negotiable per­for­mance issues

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An Inno­v­a­tive Learn­ing Model

Recent stud­ies show that effec­tive learn­ing depends over­whelm­ingly on the sup­port pro­vided before and after train­ing. Impact’s pro­grams incor­po­rate an inno­v­a­tive learn­ing sys­tem that turns the tra­di­tional train­ing model upside down and places the empha­sis on the entire learn­ing process.

Learn more about our inno­v­a­tive learn­ing model, the Impact Learn­ing System™

Cre­ate Sus­tain­able Behav­ior Change

Mak­ing It Hap­pen™ includes all the tools you need to cre­ate sus­tain­able behav­ior change — at no addi­tional cost.

• Job aids, action plans, and addi­tional on-the-job activ­i­ties cement learn­ing on the job.
• Audio exam­ples, repro­ducible forms, and review mate­ri­als make it quick and easy to set up goal plan­ning and coach­ing ses­sions after training.
• Cer­ti­fi­ca­tion and recog­ni­tion pro­grams reward suc­cess and pro­vide step­ping stones on the path to con­tin­u­ous improvement.

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