Change, Stress, and People Management Skills Training | ICMI
Empowering contact center excellence for 30 years!

People Management

Delivery Method



Client Site Training
Bring this course to your facility.


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Boost agent retention and productivity by mastering the skills you need to hire and manage a fully engaged team of people who are working at their full potential.

Whether you are a first-time supervisor or a seasoned pro, ICMI’s two-day People Management course will prepare you to implement the key principles of management that will have a direct impact on agent retention. Starting with hiring the right people right from the start, you’ll learn how to structure interviews that uncover the best hires, including exercises that will help you determine the best interview questions and techniques for your specific situation.

Once you have hired the right individuals, you’ll learn how to blend them into a successful team. This course will equip you with the skills you need to recognize the components of a team and the stages of team development. You also learn the critical management and communication tools to make decisions and solve problems in a team setting, as well as manage conflicts within the team.

Employees who are most committed perform 20 percent better and are 87 percent less likely to leave the organization. In this course, you’ll discover the impact that agent engagement has on your organization. You’ll construct your own multi-layered approach to managing retention by assessing agent engagement and devising strategies for managing stress to keep the whole team motivated and productive.

What you will learn:
  • Interviewing and onboarding, so you are skilled at choosing the right people and getting them on the team quickly
  • Engaging, motivating, and retaining agents, so you have the tools to maximize productivity and control attrition
  • Communicating, so you know the most effective ways to communicate one-on-one and with the team, whether face-to-face, during meetings or via email
  • Building and managing teams, so you can recognize how a team forms and how to manage your team’s work and productivity style
  • Managing your time, so you have time to do the things that count the most and know how and when to delegate
  • Controlling stress for yourself and your team

Course Materials
  • Printable slide presentation
  • Industry articles
    • 13 Reasons Why Call Center Agents Resign
    • 90 Ideas for Revitalizing and Energizing Yourself: Suggested Activities to Help You Manage Stress
    • Assess Agent Skills Before the Hire
    • Call Center Agent Motivation: It’s the Principle of the Thing
    • Call Center Onboarding Programs Raise Agent Engagement, Retention and Performance
    • Get the Most Out Of Working Relationships
    • Lasting Motivation: Avoid the Formulas ... Embrace the Principles!
    • Preventing Agent Burnout: A Manager's Handbook
    • Selecting the Right Prehire Tests for Call Center Agents
    • Handouts
    Course Outline

    Module 1 Interviewing and Onboarding

    • Compare structured and unstructured interviews
    • Create behavior-based interview questions
    • Describe how to provide positive onboarding for new hires

    Module 2 Communication

    • Define communication including common forms and its importance
    • Describe how communication includes how the message is conveyed and how it is received
    • Identify the best communication channel to use for various situations
    • List five keys to good listening
    • Explain how behavioral styles impact how people communicate

    Module 3 Motivation and Retention

    • Describe the link between motivation and retention
    • Common reasons for agent turnover
    • Costs associated with agent turnover

    Module 4 Managing Teams

    • Explain how teamwork impacts productivity and performance
    • Four stages of teams
    • Recognize the characteristics, needs and issues of each team stage
    • Identify the purpose and identity of your team
    • Describe the supervisor’s role in conflict resolution
    • Describe five strategies of dealing with conflict
    • Explain how to conduct an effective team meeting

    Module 5 Stress and Change Management

    • Compare eustress and distress
    • Three stages of stress
    • Five vital skills to managing stress
    • Typical cycle of dealing with change

    Module 6 Time Management

    • Benefits of good time management
    • Event control
    • Benefits of good time management
    • Write effective goals
    • Use a quadrant to prioritize tasks
    • Use a time log to analyze and evaluate tasks
    • Manage interruptions, paperwork and meetings
    • Conquer procrastination