Adapting Your Communication as a Leader

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Adapting Your Communication as a Leader

Step into a session designed to help you connect, influence, and lead more effectively through the power of communication. We will be exploring how your words, tone, and approach shape your relationships, motivate your team, and drive performance.

Every team is different, and every individual responds uniquely to how you communicate. By understanding and adapting your style, you can inspire confidence, create clarity, and foster engagement across your team. Through practical frameworks and real-world exercises, you’ll learn how to adapt your communication to meet the needs of your people—while staying authentic and impactful.

By the end of this session, you’ll:

  • Recognise different communication styles and their impact on team behaviour and engagement
  • Understand your default communication style and how it influences others
  • Adapt your language, tone, and approach to connect with diverse team members
  • Use practical tools to enhance clarity, trust, and collaboration in your team
  • Reflect on your communication habits and set actionable goals to improve your leadership impact

Read full course description

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

About the trainer

Jenifer Lord is a highly skilled Coach and facilitator who has worked with many prestigious clients and organisations all over the UK and in South Africa, India and USA. Having gained most of her experience over many years leading teams in fast paced multi-million turnover organisations, Jenifer blends strong commerciality and outstanding customer focus with a revolutionary way of thinking. She is a qualified NLP Practitioner as well as a Hypnotherapist and is qualified to use several psychometric profiling tools including MBTI and TMSDI.

Her passion for understanding what makes people tick led her to study Psychology, Neuroscience and Neuroplasticity and Cognitive Behavioural Therapy for stress reduction as well as Mindfulness.

As a lover of life Jenifer understands that the key to success in both life and business is through people

What delegates say

“Jenifer was fantastic – very engaged, really knowledgeable – the other candidates that attended were from similar background to me so we experience similar issues etc so this was really insightful as well. Loved it!.”

“I like how Jen gave us the opportunity at the first session to tell her what we wanted from the session, and she asked about our roles so she could make it relevant to each of us.”

Book your place(s)

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To pay by Invoice:

Please fill in the form to place your order. We will send you an invoice that will enable you to pay by BACS, credit card, IBAN or Swift. 

To pay by Training Credits:

Please fill in the form to place your order. If your CCMA membership account has sufficient Training Credits we will email you to confirm.

If you do not have enough Training Credits to cover the full amount we will send you an invoice that will enable you to pay the balance by BACS, credit card, IBAN or Swift. 

Where and when?

Date: Fri 7 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 to adapt your communication style and inspire confidence, clarity and engagement within your teams.

How much is it?

Each 90-minute course is just £90 + VAT for members and £108 + VAT for non-members

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