Train the Trainer in McKee Consulting Techniques

(Generic Outline - All Training is Customized for Individual Clients)

McKee Trainer will conduct a train the trainer session with custom content explaining and demonstrating the features and benefits of The LAMA © Technique and associated skills.

The purpose of this session is to establish a universal foundation of understanding of the importance of a strong, committed agreement at all levels of management to support the implementation and continued use of the trained skills and techniques. And, in addition to become proficient in the ability to coach representatives in the proper use of the newly trained skills.

Day One - McKee Trainer Conducts Training
    Attended by Trainers and a Pilot Group of Telephone Agents
    Training is based on the Client's Choice of Customized Course
    (For example: Inbound Sales, Account Management, or Customer Service)


Day Two - Trainers Learn the "How to" of McKee Consulting Methods
    "How to" Train the Key Elements of Soft Skills
      Intention - Relationship - Self-Discipline - Skills
    "How to" Train the LAMA© Technique - for Call Path Control

    Definitions and Skills Practice Exercises

    "How to" Train Skills from Day One
    (For example: Inbound Sales, Account Management, or Customer Service)

    Learn the Basics of - The Positive Coach Approach

    Eight Guiding Principles of Positive Coaching
      1. Create and Maintain a Safe Environment
      2. Create a Consultative Environment
      3. Build Self-Esteem by Focusing on the Positives
      4. Maintain an Adult Training Environment
      5. The Responsibility to Learn and Grow Lies with Agents
      6. Timelines are Essential
      7. Use Bilateral Action Agreements
      8. Questions are the Key


    The High Five Method of Positive Coaching
      1. Expectations
      2. Acknowledgments
      3. Areas for Improvement
      4. Agreements and Solutions
      5. Development of an Action Plan for Self Improvement and Correction


Day Three - A full day of Coaching Agents
    On this day, McKee Trainer will use The Positive Coach Approach to train the pilot group of agents that attended day one. The trainers will observe and participate in the coaching and learn how to positively reinforce the agents' newly learned skills.


Materials Included


The LAMA© Technique Training Manual
    A complete guide to McKee Consulting Techniques


Free Copy of the book:
    The Positive Coach Approach, Call Center Coaching for High Performance By Sally Cordova and Judy McKee


One-on-one Coaching is added to every training course. The importance of using the skills from the training immediately is required. Coaching is essential.

We will customize this course to the situations you have exactly. Let us give you a program that will be accepted by your Customers, used by your Agents and retain your Customers for Life.