Managing Performance

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Managing Performance

A 3‑hour virtual session for leaders who want to manage performance with purpose, clarity and care.

Strong performance doesn’t happen by chance. It’s built through everyday leadership behaviours, clear expectations, and a culture where trust, accountability and support go hand in hand.

This energising and practical session helps leaders understand how to manage performance at every level – individual, team and organisational. Through real‑world tools, reflection and discussion, participants will explore how to set clear goals, have effective performance conversations, give meaningful feedback, and balance challenge with support to get the best from their people.

Rather than focusing on process alone, this session brings performance management to life – helping leaders build capability, motivation and ownership, while staying aligned to organisational purpose, values and strategy.

By the end of this session, you’ll be able to:

  • Understand the four key areas of performance management and how to apply them day‑to‑day
  • Use the Challenge vs Support model to flex your leadership approach for different individuals and situations
  • Link individual and team performance to organisational purpose, values and strategic goals
  • Set clear expectations using SMART goals and apply feedback models that drive accountability and improvement
  • Assess and develop team capability and motivation, not just output
  • Lead confident, constructive performance conversations – even when they feel challenging

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

Book your place(s)

About the Trainer

Jenifer LordPicture of Jennifer Lord

A highly skilled coach and facilitator, Jenifer 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.

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. She has endless positivity and optimism, which she brings with her at work.

Where and when?

Date: Thu 14 Jan 2027

Time: 09:00 - 12:00

Location: Online

Format

Taking place on Zoom.

Who is it for?

Leaders across all areas of contact centre operations and support functions.

Why should you go?

Drive consistent, purpose-led performance by setting clear goals, balancing challenge with support, and linking team outcomes to strategy.

How much is it?

£300 + VAT for members

£375 + VAT for non-members

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