The 8 Steps of Accountability as a Leader

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Step into leadership with clarity, confidence, and impact! Today, we’re exploring accountability—not as blame, but as a mindset and behaviour that drives action, influence, and trust. In this session, you’ll discover that accountability is a choice. It’s how you show up, how you respond under pressure, and how you inspire your team. Using the Accountability Ladder, we’ll uncover the habits and language patterns that hold us back and replace them with ownership-focused actions that get results.

Leadership is about influence. When you take ownership of your choices, you create trust with your team, your peers, and your customers. This isn’t theory—it’s a practical toolkit to help you show up powerfully every day.

By the end of this session, you’ll:

  • Define what accountability really means and why it matters in leadership
  • Identify the rungs of the Accountability Ladder and what each represents
  • Spot unaccountable language and confidently shift it to ownership-based responses
  • Apply the Accountability Ladder in your team and in coaching.
  • Reflect on your behaviour patterns and set actionable accountability goals

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

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About the trainer

Faye Bailey

With 20+ years’ experience in customer service, quality management, training and coaching, Faye is passionate about helping people grow and creating impactful learning. A Level 5 Professional Coach, she is known for her supportive, engaging approach, helping individuals and teams build confidence, unlock potential, and deliver exceptional customer experiences. She has designed and delivered programmes from Customer Obsessed Service and Executive Complaint Handling to Neurodiversity and Sales Techniques. Faye brings energy, empathy, and a genuine belief that when people feel valued and supported, they do their best work, driving lasting success for colleagues and customers alike.

Where and when?

Date: Thu 26 Mar 2026

Time: 11:30 - 13:00

Location: Online

Format

Taking place on Zoom.

Who is it for?

For contact centre team leaders and managers.

Why should you go?

Explore accountability as a mindset and behaviour that drives action, influence and trust, and show up powerfully every day.

How much is it?

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

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