This training course focuses on to train professionals who work in call centres to cope with the stress of their job effectively, improve their spoken communication and practise relaxation techniques which enable them to maintain an optimal state of calm and focus during the telephone conversations. This training course is designed for professionals who wish to improve their performance in call centre environments and reduce the effects negative effects of stress in his work.
Cross-cutting
Communication
80 hours
Voice Training and Stress Management in Call Centre Work
Communication
80 hours
Introduction
Objectives
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Understanding stress in telephone customer service.
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Tackling the causes of work-related stress.
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To improve the use of one’s voice when communicating over the telephone.
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Apply relaxation techniques whilst working on the telephone.
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Preventing vocal problems in call centre work.
Table of Contents
TEACHING UNIT 1. STRESS MANAGEMENT IN TELEPHONE CUSTOMER SERVICE.
The concept of stress.
- What do we mean when we talk about stress?
- Stress and Distress.
- Stress response.
- The effects of stress.
Sources of work-related stress.
- Organisational characteristics.
- Personal characteristics.
- What is burnout?
- General recommendations.
Prevention strategies.
- Prerequisites.
- Cognitive techniques.
- Physiological techniques.
- Managing emotions.
- Social support networks.
- Assertiveness.
TEACHING UNIT 2. PHONIATRY AND VOICE TRAINING.
Getting to know the voice.
- What the voice is and how it works.
- Systems involved in voice production.
- What is vocal technique and what is it for?.
Becoming aware of and practising your voice.
- Posture.
- Breathing.
- Relaxation.
Preventing problems and looking after your voice.
- How sounds are formed.
- Vocal hygiene guidelines and risk factors.
TEACHING UNIT 3. RELAXATION TECHNIQUES FOR TELEPHONE CUSTOMER SERVICE.
Physical and emotional awareness.
- Introduction: background and basic guidelines.
- What is physical and emotional awareness?.
- Aspects to recognise in body awareness.
- The importance of attention and perception processes.
- Emotions: Functions. The difference between a sensation, an emotion and an emotional state.
Breathing.
- The respiratory organs.
- Stages of breathing.
- Types of breathing.
- The physical and psychological benefits of mindful breathing.
- Practical exercises
- Breathing techniques to incorporate into daily routines.
Relaxation.
- Introduction: background information and recommendations.
- The physical and mental benefits of relaxation.
- Relaxation techniques.
- Stretching.
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