Cognitive Behavioral Therapy (CBT) Techniques

Course Overview

In today’s fast-paced contact center environments, managing stress, emotions, and maintaining a positive mindset are essential for employee well-being and effective customer service. This course introduces Cognitive Behavioral Therapy (CBT) techniques tailored specifically for contact center professionals. Through practical strategies, simulations, and guided reflection, participants will learn to understand and manage their thoughts, emotions, and […]

Course Details

From Mental Health in the Workplace and NPO Development to Safety and Compliance, our specialised training programmes
are designed to equip individuals and teams with essential, practical skills that drive real-world results.

Learning Outcomes

By the end of this course, participants will be able to:
• Understand the core principles of CBT and how they apply in contact center environments
• Identify and reframe negative thought patterns to promote positive behavior
• Recognize signs of stress and anxiety in themselves and others
• Apply CBT techniques to manage stress and high-pressure situations
• Use real-world tools for ongoing self-regulation and emotional resilience

Course Modules
  • Introduction to CBT in Contact Centers
  • Challenging Negative Thinking Patterns
  • Stress Management and Anxiety Reduction
Activities and Assessment
  • Role-playing simulations of customer interactions
  • Group discussions on identifying negative thought patterns
  • Self-assessment journals and reflection exercises
  • Scenario-based written responses using CBT frameworks
  • Quizzes on CBT principles and their application in workplace settings
Format and Duration
  • Online self-paced
  • Estimated duration: 6–8 hours total
Target Audience
  • Contact center agents and team leads
  • HR professionals and wellness officers
  • Anyone seeking to manage stress and build emotional resilience at work
Get in Touch

Book This Course Now!

We offer expert-led, compliant, and fully customisable training tailored to your needs. With a learner-focused approach and a proven track record across sectors, we’re your trusted partner in skills development.

Address:

10 Heron Place, Northdale, Mountview, Pietermaritzburg, South Africa, 3201

Email:

simunye.stp@gmail.com

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Phone:

+27 74 602 6715