Lead with Emotional Intelligence to Improve Team Performance

Learning Level: Manager

Format: Half-Day (3hr)

Delivery: Virtual

In high pressure contact centres, how you show up matters. This course helps you harness emotional intelligence to lead with consistency, build trust and create a climate where performance and people thrive together.

Contact centres are the heartbeat of customer experience, yet they operate under constant pressure. In these moments, your emotional responses shape how your team experiences leadership, influencing engagement, performance and trust in real time.

This course helps you move beyond instinctive reactions and develop a leadership mindset rooted in awareness, control and intent. You’ll explore how emotional intelligence underpins effective leadership behaviours, particularly in coaching conversations, feedback moments and performance management situations.

You’ll learn how to manage pressure without losing clarity or consistency, balancing empathy with accountability to create a culture of accountability. The course focuses on how you show up every day, equipping you with practical techniques to build emotional resilience and communicate with purpose.

Through a highly practical, application focused format, you will explore real contact centre scenarios, reflect on your leadership approach and practise new techniques that embed learning beyond the classroom for ROI. By the end, you will be able to lead with confidence, create a team environment where people feel supported and valued, and maintain performance through a coaching driven, human centred approach.

Course content

Emotional intelligence fundamentals Learn the core components of emotional intelligence and their impact on leadership effectiveness

Self-awareness in leadership Identify emotional triggers and understand how they influence your behaviour and decisions

Self-regulation techniques Apply practical methods to manage reactions and maintain composure under pressure

Emotions and performance Explore the link between emotional responses, team engagement and operational results

Empathy in action Use empathy effectively while maintaining clear expectations and accountability standards

Coaching with emotional intelligence Enhance coaching conversations by adapting style to emotional context and individual needs

Feedback and accountability Deliver accountable conversations that are clear, consistent and performance focused

Building emotional resilience Strengthen your ability to handle pressure and sustain leadership effectiveness daily

Communication impact Improve clarity, tone and presence to influence positive team behaviours and outcomes

Creating a climate of success Build trust, consistency and a team environment where people feel supported and motivated

Learning outcomes

Understand how your emotions and behaviours influence team performance, engagement and overall culture daily

Manage emotional responses under pressure to maintain consistent, effective and visible leadership presence

Apply emotional intelligence techniques within coaching, feedback and performance management conversations confidently

Balance empathy and accountability to create a culture of trust, clarity and responsibility

Strengthen emotional resilience to maintain focus, composure and leadership impact across challenging situations

Communicate with clarity and intent to drive engagement, alignment and improved team performance

Who should attend?

People leading teams in fast paced contact centre environments

What will you learn?

Adapt emotional responses to improve leadership impact and team performance

How much is it?

£375 +VAT Members receive a 20% discount

Format Info

3 hour online workshop using Zoom

Find out more

Complete this form to find out more or reserve your place

Enquire

For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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Contact Us

0333 939 9964
info@ccma.org.uk
CCMA Ventures Limited
5th Floor
16 Great Queen Street
Covent Garden
London
WC2B 5DG
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Reg No: 5799326