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People Management

Course Description

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 People Management course will prepare you to implement the key principles of management that will have a direct impact on agent engagement and retention. You'll learn how to blend agents into a successful team, and develop critical management and communication tools for making decisions and solving problems in a team setting.


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

Who Should AttendSupervisors and front-line-managers

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

Get Started

Course Duration: 1 Day

This is a 1 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.


Get Started

Private Group Training

Private training just for your team.
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