Feedback is one of the most powerful tools a leader has – but when handled poorly, it can create resistance, reduce confidence and damage trust. The challenge is delivering feedback in a way that is clear, constructive and genuinely heard.
In this session, we explore how to approach feedback conversations with clarity and empathy, even when emotions are involved. You’ll learn how to create the conditions for honest dialogue and ensure feedback leads to meaningful change.
You’ll leave with:
- A clear structure for delivering effective feedback
- Techniques to reduce defensiveness and build trust
- Confidence to handle more challenging conversations
Reserve your place to join the conversation and take away practical techniques you can apply straight away.
Where and when?
Date: Tue 25 Aug 2026
Time: 12:00 - 12:30
Location: Online
Who is it for?
This series is designed for operational leaders working in contact centres, including:
- Team Leaders and Managers
- Resource Planning, Quality and Complaints Leaders
- Operations Managers and Heads of Department
- Anyone responsible for leading, developing or supporting frontline teams
Whether you are new to leadership or looking to refine your approach, these sessions will provide practical tools and perspectives to help you lead with greater confidence and impact.
Why should you go
These Lunch & Learn sessions are designed to give you practical support for the real challenges you face every day as a contact centre leader. In a short, focused format, you’ll step away from the day-to-day, gain fresh perspective and leave with simple, actionable techniques you can apply immediately with your team. It’s also an opportunity to connect with peers facing similar challenges sharing experiences, ideas and approaches that can help you lead with greater confidence and impact.
How much is it?
Free to attend.
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