Course catalogue

The focus of your call center may be to generate sales or to handle customer service, either way, your department has an important role in the organization. The call center team is the face of the company for the customer, hence plays a crucial role in customer handling. Call centers generate a high turnover, which makes it even more important to exhibit consistent management and strong leadership to avoid attrition and to increase productivity and response time. 

In this lesson, let’s look at some ways that you can develop and maintain a happy, productive, and motivated call center team.

• Hire and train the right professional 

• Measure, monitor, and motivate your employees 

• Reward and affirm your team

Objective: Through a combination of theory and practical training, this course provides participants with the necessary knowledge on how to perform rescue from enclosed spaces.

The Norwegian Labor Inspection Authority has made major changes to the regulations. People who work in tanks and closed rooms are the biggest difference that the regulation "Work in tanks" has fallen away. This is replaced by section 29 of the regulations «execution of work», which states that all work in closed rooms shall be performed «without danger to life or health». A simple requirement that gives the employer a great deal of responsibility.

New SOLAS requirements: Exercises in closed rooms and rescue, as well as portable gas measuring equipment.

Applies to: All ships covered by SOLAS and all high-speed vessels, mobile offshore drilling units and dynamically positioned vessels

Our courses are in accordance with SOLAS-IMO requirements and the Norwegian Labor Inspection Authority - Execution of work

The definitions of a cramped space vary from country to country, but the usual criteria usually include:

- A room that is predominantly or completely closed
- Contains health and / or safety hazards
- Is not designed for continuous stay of employees
- Has entrances or exits that are small or difficult to access
- A room that is large enough that you can enter it completely and perform the work tasks you have been assigned
- Limited air circulation

Content:

- Knowledge of public laws and regulations
- Know which constituents a safe breathing air contains
- How to make a gas measurement before entering
- Planning of entry jobs and rescue operations in closed rooms
- Equipment knowledge
- Exercises in entry and use of fall protection equipment, rescue equipment, breathing air equipment and gas meter
- Implementation of rescue work in connection with closed and cramped rooms
- Rigging of fall protection and rescue equipment
- Patient management

Being a successful virtual leader takes a lot more energy than a face-to-face leader. It is also important to keep each employee engaged in a “high-touch” environment. Leadership qualities such as communication, coaching, feedback, and professional development are important, yet it is how you deliver these qualities can be challenging. Virtual life has its pros and cons, hence it is important to have strong communication skills through effective virtual meetings that allow all employees to contribute. 

• Identify ways to create a high-touch environment

• Enlist the elements of a successful virtual environment

• Demonstrate leading change in a virtual environment

• Determine factors in creating successful virtual teams

Microaggressions are one aspect on the spectrum of racism. They are interpersonal, everyday occurrences that have a significant impact. When faced with the need to eradicate racism in our society, it can feel like an overwhelming task. Understanding the macro effects of microaggressions, and how to address them, is a great place to start.

• What is a microaggression and examples?

• What are the macro effects of microaggressions?

• How do we address microaggressions in the workplace?

There are three business languages managers need to understand in order to make the best decisions. These languages are accounting, finance, and economics. Leaders use these languages to see how their company has performed in the past (accounting), plan how the company should move forward (finance), and predict how outside influences will affect their plan (economics). The benefits of having a working knowledge of these three languages include being able to understand and communicate with others in he organization about financial issues, making decisions that align with overall corporate goals and strengthening your value to the company.

• Make better business decisions based on accounting 

• Use historical financial performance data to plan for the future 

• Educate yourself to make better financial, accounting, and economic decisions