Course Name

Handling Change and Stress in the Call Center

Contact Hours: 2

Course Description

Change is constant in a Call Center! Why is it so difficult to embrace change? Because change is uncomfortable, we can’t predict change, and we feel unsafe while it is occurring. As an agent in a Call Center, it is your job to recognize that change also brings excitement, new opportunities and also some questions and fears. The key to your success on-the-job is to effectively deal with the uncertainty of change by using tools to create success through change and reduce the stress associated with change in the call center. 1 year free access post course completion.

Outcome

After you complete this module, you will correctly identify and demonstrate your understanding of the following: • Identify the critical components of change and stress • Develop change ready attitudes and behaviors • Recognize your own symptoms and emotions under stress • Describe and apply effective techniques to successfully cope with change and minimize stress • Seek help from others when needed to manage stress • Identify techniques to reduce stress

Assessment

At the end of this course you will complete a timed quiz consisting of multiple choice questions. You will be graded on the weight of each question and on the accurate answer of each question. A total score of 85% is required for a passing grade.

Outline

This course consists of two modules. What you will learn: Module A Understand and Handle Change After you complete this module, you will be able to: • Identify how change affects you • Identify how change affects your workplace • Use skills and knowledge to accept, handle and welcome change Module B How to Deal with Stress After you complete this module, you will be able to: • Define stress • Identify what causes stress • Identify techniques to handle stress