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Mastering the Art of Feedback

Learning Level: Manager
Format: Half-Day (3hr)
Delivery: Virtual
Online
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Many people avoid feedback conversations or deliver them in ways that feel unclear, uncomfortable or overly cautious. The result is underperformance, strained relationships and missed opportunities to support growth and development. This course gives you the confidence and structure to approach feedback with clarity, purpose and impact.

Designed to develop your confidence and give you the structure and skills needed to make feedback conversations more effective and purposeful, this learning experience explores how to move beyond hesitation or overthinking, and instead approach feedback as a normal and valuable part of everyday leadership. You will learn how to prepare for conversations with your colleagues in the contact centre, choose the right language and adapt your approach depending on the situation and the individual.

The course also prepares you for handling different reactions with confidence, including defensiveness, disagreement or emotional responses, while maintaining clarity and professionalism throughout. You will explore how to stay focused on outcomes while remaining respectful, human and supportive, even in more challenging situations.

By the end, you will be better equipped to deliver feedback that is meaningful and effective, helping to improve performance, strengthen trust and working relationships and create a culture where feedback is welcomed as a positive and essential part of growth rather than something to avoid.

Course Content

  • Why feedback matters: Understand the impact feedback has on performance and culture
  • Barriers to effective feedback: Identify common challenges and how to overcome them
  • Feedback models in practice: Explore simple frameworks to structure your messagePreparing for feedback conversations:
  • Plan your approach to increase clarity and confidence
  • Delivering feedback clearly: Communicate your message in a focused and constructive way
  • Managing reactions effectively: Respond to defensiveness or emotion with confidence
  • Positive vs developmental feedback: Strike the right balance to motivate and improve
  • Building feedback habits: Embed feedback into everyday conversations
  • Practising real scenarios: Apply techniques through guided exercises

Learning Outcomes

  • Understand the psychology behind why feedback matters – and why we often avoid it
  • Explore the impact of feedback on colleagues, customers, culture and organisational performance
  • Learn how to plan and deliver feedback that is timely, specific, and actionable
  • Deliver feedback with clarity and intention so your message is understood
  • Adapt your approach to suit different personalities and circumstances
  • Build confidence to address difficult or sensitive situations directly using simple, practical models
  • Reflect on your own mindset and limiting beliefs around giving feedback
  • Leave with tools and techniques to create a feedback-rich culture in their teams

What Delegates Say

“Mike was very engaging and just a nice down to earth guy. He made the training easy to follow and it was great to have breakout rooms so that we could learn from other people’s experiences.”

Tyler Thomson, Complaint Resolutions Consultant, Simply Business

Who should attend?

Anyone wanting to give clearer, more impactful feedback

What will you learn?

Deliver feedback that drives improvement and builds trust

How much is it?

£300 + VAT for members, £375 + VAT for non-members

Format Info

3 hour virtual workshop using Zoom

Group discount

Additional discounts available for group bookings
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Who is it for?

Anyone wanting to give clearer, more impactful feedback

Why should you go?

Deliver feedback that drives improvement and builds trust

How much is it?

£300 + VAT for members, £375 + VAT for non-members

Upcoming Dates

Select a date to book. You will be taken directly to our registration page, which will open in a new browser window.
Thu 16 Jul 2026
9:00 – 12:00
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Tue 17 Nov 2026
9:00 – 12:00
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Tue 16 Feb 2027
9:00 – 12:00
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Meet the Trainer

Jennifer Lord

Jenifer Lord

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.

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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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By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.