Offering Training
Building High Performance Teams
DESCRIPTION
This course will help managers and team leaders develop the knowledge and skills to create and maintain a high performance team. We will utilise the Belbin Team Roles model and self perception inventory to raise self awareness of participant’s preferred team role within a team as well as the other Team Roles behavioural characteristics that need to be present to achieve a high performing team. Participants will also learn techniques that will engage and inspire their teams to achieve a higher level of team performance and synergy. By the end of this course the participants will have: Identified strategies to manage the different behavioural roles people take within a team and ways to improve team dynamics Established personal strategies and actions that will build and maintain a high performing team Communicated their own team vision in an engaging way to encourage team member “buy in”
WHO SHOULD ATTEND
This course is designed for those who are new to leadership positions or needing to raise the performance and synergy of their team.
SUMMARY OUTLINE
Characteristics of high performance teams Defining a team Stages of group development Group exercise ‘shapes’ and review, facilitator presentation, small group and individual exercise   Achieving high performing team dynamics Introduction to Belbin Team Roles Characteristics and functions of each Team Role Review of own preferred Team Roles Facilitator presentation and group discussion, small group activity, individual review of own Self Perception Inventory report Building a high performance team case study Motivating employees Giving feedback Team role dynamics within own team Small group exercise reviewing case study and group presentation and discussion, individual reflective exercise with co-coaching  Creating a high team performance management culture Nine steps to leading high performing teams Improving own team performance management Activity, review performance guide to Leading High Performing Teams, individual exercise and co-coaching   Creating a compelling vision Steps to creating a compelling vision Tips on conveying your vision Short facilitator presentation, individual visioning activity followed by presentation and feedback in small groups  Adapting your leadership style Review of leadership styles and when to use Adapting to each person and situation Group discussion, presentation, paired exercise, individual reflective exercise
COURSE METHOD	Coordinator Team
v  Presentation v  Discuss v  Case Study v  Evaluation v  Simulation	PATISINA. ST.,M.Eng Akademisi dan praktisi dalam mengelola perusahaan,  beberapa jabatan yang pernah di pegang dari Project manager, General manager, Business development, dan terakhir bersama teman-teman mengelola perusahaan untuk proyek EPC dan dipercaya menjadi Direktur, pengalaman menjadi trainer di beberapa perusahaan BUMN dan swasta.
TIME & VENUE	COURSE FEE
Hotel Dafam,Malioboro Yogyakarta 4 – 6 Maret  2015 3 days 08 am – 04 pm	IDR 5.800.000,- Per participant non residential at Yogyakarta Disc 10% untuk 3 orang pendaftaran dari perusahaan yang sama. Course fees can be transferred to the following account number : CV JP CONSULTANT : MANDIRI Bank Yogyakarta Branch Acc. No.  1370007857077
FACILITY	INFORMATION AND REGISTRATION
¨  Module / Handout ¨  Certificate ¨  Souvenir ¨  Training Kit ¨  USB ¨  Training di hotel bintang 3 ¨  Penjemputan jika mengirimkan minimal 2 orang	JP Consultant Kalibayem No. 436 Ngestiharjo Kasihan Bantul Yogyakarta Phone        :  02743326339 Email        :jpconsultantyogyakarta@gmail.com Web          : www.jptrainingcenter.com Contact     : Tina     (085741853818)                                  (082225972336)

Exellence Call Center

Offering Training
Exellence Call Center
DESKRIPSI
Petugas call center  merupakan ujung tombak perusahaan di jajaran depan (front liners) yang turut menentukan kesuksesan usaha. Walaupun produk atau jasa sebuah perusahaan sudah unggul, perusahaan masih perlu memperhatikan mutu pelayanan antara lain melalui telepon (call center). Karena itu,  petugas call center perlu memahami dan menguasai teknik-tenik pelayanan, khususnya melalui telepon, agar pelanggan dapat memperoleh kepuasan (customer satisfaction).   Training ini akan meningkatkan pemahaman Anda terhadap tantangan, keterampilan, dan kompetensi yang dibutuhkan agar berhasil dalam sebuah call center . Bekerja di call center membutuhkan kecepatan. Seiring dengan pertumbuhan e-commerce, dukungan teknologi, dan kesadaran pentingnya pelayanan pelanggan lainnya maka masa depan petugas pelayanan pelanggan di call center menjadi semakin cerah. Petugas pelayanan pelanggan yang bisa memberikan pelayanan yang baik akan menjadi karyawan bernilai tinggi dan diburu oleh perusahaan-perusahaan terkemuka.
TUJUAN PELATIHAN
Setelah mengikuti pelatihan ini, peserta diharapkan : Meningkatkan teknik untuk membangun keterampilan komunikasi yang efektif. Menggali cara memahami dan menanggapi kebutuhan pelanggan. Meningkatkan dasar-dasar dalam memberikan pelayanan berkualitas tinggi kepada pelanggan. Membangun pentingnya sikap positif. Mendapatkan cara membuat dan menggunakan rencana pengembangan diri.
PESERTA PELATIHAN
Staff call center, customer service, dan karyawan bagian lain yang banyak melayani pelanggan melalui telepon.
MATERI PELATIHAN
. Petugas Pelayanan Pelanggan – Suara yang Memiliki Kuasa 1. Pentingnya Peran Petugas Pelayanan Pelanggan 2. Pentingnya Kesan Pertama 3. Tantangan di Call Center 4. Melayani Panggilan Telepon Secara Bermutu  II. Mencapai Puncak Profesionalisme 1. Mengelola Telepon dari Pelanggan 2. Memahami Produk dan Jasa perusahaan Anda 3. Berperan dalam Tim 4. Tetap Terfocus dalam pelanggan 5. Memikul Tanggung Jawab 6. Membuat Komitmen  III. Pelangganlah yang Terpenting 1. Mengenali Gaya Pelanggan 2. Menyesuaikan Respons Anda 3. Panduan Menghadapi Pelanggan Analitis dan Asertif 4. Memahami Gaya Perilaku Pribadi Anda  IV. Membangun Keterampilan Berkomunikasi V. Sikap – Harta Anda yang Terpenting 1. Membentuk Sikap 2. Memilih Sikap yang Positif 3. Pengaruh Stess Pada Sikap Anda 4. Beban Kerja di Call Center 5. Menghindari Gosip dan Drama Kantor  VI. Rencana Pengembangan Diri
COURSE METHOD	COURSE SPEAKER
v  Presentation v  Discuss v  Case Study v  Evaluation v  Simulation	Drs Bambang Darmadi,M.M
TIME & VENUE	COURSE FEE
Dafam Fortuna Hotel Malioboro   19 – 21 Maret  2015  3 days 08 am – 04 pm	IDR 5.800.000,- Per participant non residential at Yogyakarta Disc 10% for 3 registrations from the same company. Free 1 participant if registration  4  participant from the same company Course fees can be transferred to the following account number : CV JP CONSULTANT : MANDIRI Bank Yogyakarta Branch Acc. No.  1370007857077
FACILITY	INFORMATION AND REGISTRATION
¨  Module / Handout ¨  Certificate ¨  Souvenir ¨  Training Kit ¨  USB ¨  Training di hotel Berbintang ¨  Penjemputan jika mengirimkan peserta minimal 2 orang	JP Consultant Kalibayem No. 436 Ngestiharjo Kasihan Bantul Yogyakarta Phone         :  02743326339 Web            : www.jptrainingcenter.com Email         :jpconsultantyogyakarta@gmail.com Contact     : Tina  (082225972336)                            (085741853818)