Mentoring/Coaching

This is an online course taught via the Blackboard learning tool designed for technical service agents who reside in a call center environment. The course content looks at best practices to promote the value of superior mentoring and coaching skills and the critical role that both of these play in employee development. A great deal of emphasis is placed on the similarities and differences that these processes share and how to effectively use each of these processes in appropriate situations. There is a specific focus on how both processes enable employees achieve their full potential. . The course introduces the concepts proper one-on-one communication techniques as a means of mastering the role of mentor or coach. The apprentice is also exposed to the idea of approachability as being key in being perceived as an effective mentor or coach. Strategies for effectively communicating corporate vision, workplace policy, and solving difficult and sensitive problems are all discussed in detail.