Leadership Presence, Energy, and Creating Connection (Behaviour & Impact)

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Leadership Presence, Energy, and Creating Connection (Behaviour & Impact)

Step into a session designed to elevate the way you show up for every colleague! We will be exploring how your attitude, energy, and presence directly shape your behaviours, your interactions, and the trust you build with your team.

We all know that how we feel and how we show up affects others—but the impact goes deeper than words. Using models like the Betari Box, the Three Circles of Presence, and the Mehrabian Communication Model, you’ll uncover the invisible forces that drive behaviour and influence outcomes. You’ll learn practical tools to regulate your energy, stay connected, and create clarity in every interaction.

By the end of this session, you’ll:

  • Understand how attitude drives behaviour using the Betari Box model
  • Identify the characteristics of the Three Circles of Presence and recognise which one you operate from as a Leader
  • Explore the Mehrabian Communication Model and understand how non-verbal cues influence trust and clarity across your team
  • Use practical tools to regulate your energy and shift into a connected, present state that supports better human centred outcomes with your team.

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Learning outcomes

  • Understand the difference between coaching, mentoring, training and performance management.
  • Appreciate the difference between performance coaching and call coaching.
  • Recognise the benefits and impact that coaching has on performance and engagement.
  • Develop knowledge of the GROW coaching model and skills required to coach effectively.
  • Demonstrate delivery of a coaching session through practice / demo.
  • Apply and practice coaching techniques.

Benefits to your business

  • Effective coaching and training can improve performance by 84%
  • Reduces employee turnover by allowing your teams to feel valued and supported
  • Your team will achieve smarter outcomes, improve on their skills and build on their strengths
  • Boosts team morale and engagement
  • Well-coached teams and individuals are better equipped to handle customer queries, leading to an enhanced customer experience
  • Drive effective results across your contact centre operation with effective coaching

Book your place(s)

About the Trainer

Mel Lomax, Learning & Accreditation Manager, CCMAMel Lomax

With 28 years’ experience in the contact centre industry, Mel is passionate about creating learning that transforms performance. As Learning and Accreditation Manager at the CCMA, Mel leads national initiatives to raise industry standards, develop leadership capability, and support contact centres in delivering excellence at every level.

Previously a freelance consultant and former Head of Learning, Mel has worked with a wide range of brands to design impactful L&D strategies that drive commercial ROI, improve operations, and build confident, customer-focused teams. Known for a people-first approach, Mel brings energy, insight and a deep belief in the power of mindset, behaviours and skills to create lasting change.

Where and when?

Date: Thu 6 Nov 2025

Time: 12:00 - 13:30

Location: Online

Format

Taking place on Zoom.

Who is it for?

For contact centre team leaders and managers.

Why should you go?

Learn practical tools to regulate your energy, stay connected, and create clarity in every interaction.

How much is it?

Each 90-minute course is just £90 + VAT for members and £113 + VAT for non-members

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