Many contact centre leaders coach others but feel unsure where to start, what to say, or how to handle challenging moments. This course tackles that uncertainty head-on, giving you a simple, practical framework to guide conversations and build trust quickly. You’ll learn how to listen deeply, ask powerful questions, and create the space for others to think, reflect, and take ownership.
Coaching is one of the most effective ways to develop people, improve performance and build confidence, yet many individuals are expected to coach others without receiving any formal guidance. As a result, conversations can become focused on giving advice rather than helping people think for themselves, solve problems and take ownership of their actions.
Through interactive practice and real-world scenarios, you’ll develop your own authentic coaching style. Using a simple coaching framework, you’ll learn how to build trust, listen actively and ask powerful questions that encourage reflection, insight and accountability.
Whether you’re supporting colleagues, clients, or peers, you’ll leave with practical tools that you can use straight away have lead more effective conversations. You’ll also have greater confidence in your coaching style, with improved communications skills so that you can help people find their own solutions, overcome challenges and achieve better outcomes.
“I thoroughly enjoyed the course, learning from Jen and the other participants whilst discovering more about my own skills & attributes for my role as a coach. I found the course very informative, I will certainly make use of the learned techniques and use the variety of questions to ask, to enhance my role.”
Jenny Addley – Customer Service Agent & Performance Coach, Agria Pet Insurance
“I had very limited knowledge and experience working with Coaching so it has been really insightful learning new techniques which I can include in my day to day role to support members of my team.”
Shannon Pollard – Customer Care Manager, Rush Insurance Services Limited
“I felt like this approach was so useful as it was informative as well as collaborative, allowing us to not only learn but to exhibit and show our thoughts and limitations, allowing for better understanding. This allowed me to take away real changes that I can make to improve my coaching style.”
Team Leader
