Building resilience, connection through language, and continuous improvement - Five part series

Facilitator – Nicole Cullen, Director at Cullaborate and SOCAP professional trainer

These webinars run for approximately 45 minutes and can be delivered as a live, interactive virtual classroom or provided to you as a pre-recorded webinar that your team can view at a time that suits them. The solutions can be purchased individually or as a package delivered over weeks or months.

1. New ways of working
Duration: 45 minutes
Members: $110 per person
Non-members: $120 per person

Innovative new ways of working can support complaints teams to function even more efficiently and effectively. This webinar explores how complaints teams can achieve standard KPI’s (and more) in challenging times through collaboration, innovation and by celebrating success.

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2. Resilience through change
Duration: 45 minutes 
Members: $110 per person
Non-members: $120 per person

Being able to adapt to changing circumstances is a necessary skill for complaints handlers. Understanding what is blocking our ability to be flexible is key. This webinar explores the concept of change, the benefits that come from “going with the flow” and the positive results that can be achieved when a future stance is adopted.

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3. Caring communications 
Duration: 45 minutes
Members: $110 per person
Non-members: $120 per person 

At a time when so many customers are being affected by hardship and adverse circumstances, expressing care for others has never been more important. This webinar explores how care can be expressed through tone of voice and thoughtful communications. Complaints handlers can help customers achieve positive outcomes just by asking the right questions and by “being present” to the situation.

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4.Time management for complaints handlers
Duration: 45 minutes
Members: $110 per person
Non-members: $120 per person 

Are you dealing with the “squeakiest wheel” or managing your time effectively? What sort of planning do you and your team do to achieve high levels of productivity? How do you achieve your KPI’s whilst managing unexpected interruptions? This webinar explores the principles of time management and provides practical tips on managing time effectively and for positive outcomes.

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5. Continuous improvement in a crisis
Duration: 45 minutes
Members: $110 per person
Non-members: $120 per person 

Whilst managing high caseloads seems to be the main priority, now is not the time to take our finger off the pulse in relation to data collection and utilisation. Complaints teams need to use complaints data to make continuous improvement to complaints systems and to prevent the problem(s) from arising. This webinar explores the principles of root cause analysis and provides tips and strategies for problem analysis and resolution. 

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COVID-19 Webinar Series
SOCAP in collaboration with the Oranges Toolkit – A Camp Quality social enterprise

These webinars run for approximately 45 minutes and can be delivered as a live, interactive virtual classroom or provided to you as a pre-recorded webinar that your team can view at a time that suits them. The solutions can be purchased individually or as a package delivered over weeks or months.

1. Working remotely - adapting to the new way of working
Duration: 45 minutes 
Members: $50 per person
Non-members: $60 per person

As working from home becomes the new norm, employers and employees are presented with many unforeseen challenges. For some, this may be familiar territory, but for many, working remotely represents significant change.

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2. Staying connected – during social (physical) isolation
Duration: 45 minutes
Members: $50 per person
Non-members: $60 per person 

Social (physical) distancing can give rise to feelings of loneliness and isolation, which can cause great distress for people and negatively impact their mental and physical health.

Humans are wired to connect with others. In fact, strong social connections and
positive relationships are a biological need and the number one contributing factor to our wellbeing. 

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3. Turning stress into an advantage
Duration: 45 minutes
Members: $50 per person
Non-members: $60 per person 

Stress is often viewed in purely negative terms. It is seen as a response that should be minimised or pushed aside - but what if stress can be turned into an advantage to fuel positive change?

Researchers have found that viewing stress as a helpful part of life, rather than harmful, is associated with better health, emotional wellbeing, and productivity at work even during periods of high stress.

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4. Managing emotions during COVID-19
Duration: 45 minutes
Members: $50 per person
Non-members: $60 per person 

Have you felt overwhelmed with frustration, fear and uncertainty of late? Have your emotions hijacked your ability to perform at your best or even panic buy and stockpile toilet rolls?

Rest assured, you’re in good company and it is your brain's way of keeping you safe. But what if there’s a way to more intelligently evaluate and manage our emotions in order to navigate the current landscape and beyond?

Book now for next available session