Effective coaching has been shown to improve performance by 84% and make staff twice as likely to stay with their employer.

Coaching is ‘unlocking a person’s potential to maximise their own performance’.

If as a Team Leader or Manager your team turns to you to solve every problem they come across, then you’re really doing their job for them, not coaching.

This course will teach you exactly how and when to coach, with proven tools and models to aid your learning, leaving you confident to put your own coaching style into practice.

Course Description

Great managers are nearly always great mentors, helping their teams to improve themselves and their skills. Coaching shouldn’t mean doing someone’s job for them or solving their problems.

It’s about giving them the tools and confidence to do their job to a high level and empowering them to overcome hurdles on their own.

In this course we will look at the difference between the directive approach of just telling someone what to do, and the non-directive approach of allowing them to practice and develop their skills.

We will look at different coaching behaviours and styles – such as the GROW and ABIDE coaching models – so you can understand which ones work best for you and your teams.

The benefits to your business of developing great coaching skills in Team Leaders and Managers is almost incalculable. Previous attendee organisations report seeing boosts to productivity, innovation, and employee engagement.

Learning outcomes

  • Identify and agree the benefits of Coaching vs a Directive approach.
  • Agree the beliefs and principles required when coaching your team members.
  • Explore strategies that will help you develop your listening skills to a deep level.
  • Practise the application of the GROW Coaching Model to structure an effective coaching conversation and achieve great outcomes.
  • Use a variety of coaching tools, such as Performance Wheel, and Learning Styles to enhance your coaching sessions.
  • Apply effective strategies to coach individuals with limiting/negative beliefs which impact performance.
  • Apply your coaching skills to help individuals who feel ‘stuck’ or lack motivation.
  • Use the ‘ABIDE’ Coaching Model, created by your facilitator (Jacqui Turner,) to help your team members achieve better and smarter outcomes.

Benefits to your business

In today’s tight job market everyone needs to keep hold of staff and keep them motivated and engaged. That task usually falls to Team Leaders and line managers, who might be great at organising and running operations, but can they mentor and inspire?

Teaching your frontline managers how to coach properly unlocks:

  • 84% is how much coaching plus training can help improve performance by.
  • 24% new starters are more likely to leave their company if it doesn’t have a coaching culture.
  • Retention – Millennials who are coached are twice as likely to stay with their employer for more than 5 years.
  • Better results – Develop coaching techniques to help individuals overcome limiting beliefs and achieve smarter outcomes.

As part of the course all attendees will complete a Learning Styles Questionnaire to understand how to tailor their coaching style to suit their own personality as well as those of their team.

Course content

What is Coaching?

Learn what Coaching is and understand why it’s an important skill for individuals who manage people in contact centres

When is it right to coach?

Attendees will assess when it’s right to coach and when its right to be directive. Along with examining the potential negative impact of telling team members what to do and how to do it.

Key Coaching Principles

Discuss and Agree the critical beliefs, behaviours and principles required of a manager who coaches.

Develop your Listening Skills to a deep Level

Learn how the brain filters information and understand how this can act as a listening barrier.

GROW Coaching model

You will be introduced to the ‘GROW’ Coaching Model and apply it during a practise coaching session within zoom breakout rooms

How limiting and negative beliefs impact performance

You will be introduced to the ‘Belief Cycle’ and explore how positive and negative belief cycles drive positive/negative behaviour and thereby result in the outcomes achieved.

How Coaching can help team members change a limiting/negative belief and achieve better outcomes

Explore coaching questions and techniques that can help individuals recognise the part their own beliefs and mindset play in achieving current results

How Learning Styles can impact your coaching style and the results you achieve.

You will have completed a learning styles questionnaire prior to the session. Therefore, during this session, you will explore your results and discuss how your preferred learning style(s) can impact your coaching style.

You will also explore ways to adapt your coaching style to meet the needs of your team members

The use of a Performance Wheel to coach individuals across a range of performance levels.

You will be introduced to a Performance Wheel to enhance your coaching sessions. This tool can be used for coaching team members at all levels of performance standards, from under-performers through to high-performers.

Coaching individuals who feel ‘stuck’ and lack motivation.

There are times when you may notice a team member is lacking motivation and thereby not taking positive steps to achieve better outcomes. This part of the workshop will introduce you to ‘Pleasure and Pain’ theory and a coaching activity to help individuals find the motivation to move forward.

Abide Coaching Model

You will be introduced to the ‘Abide’ model, as an alternative to ‘GROW’. This model has been created by Jacqui Turner, to effectively coach contact centre teams and help them overcome barriers such as a ‘limiting’ belief about what they are capable of achieving.

You will practise the application of this model during break out room coaching sessions.

About the trainer

Jacqui is an award-winning Trainer with 25 years training and coaching experience. Prior to starting her own training company, Jacqui Turner enjoyed a very successful 27 year career in Training and Management roles, working within contact centres across Insurance, Financial Services, Retail and Utility sectors.

Achievements have included ‘Welsh Contact Centre Trainer of the Year 2014’ and a finalist in the National Contact Centre awards for the most effective training programme.

What delegates say

“The training delivery from Jacqui was absolutely excellent. I also liked that I have been provided with several different coaching tools which can be applicable for multiple circumstances.”

Upcoming Dates

Pick a date below and fill in the booking form to reserve your place and places for colleagues. We will raise an invoice, so if you need to provide a purchase order number, please do so in the form or email it to info@ccma.org.uk.

Coaching Skills for Team Managers
Date: Tue 11 Jun 2024 - Thu 13 Jun 2024
Where: Online

Date: Fri 13 Sep 2024
Where: Online


Two x 3-hour online sessions using Zoom or Teams.

Who is it for?

Contact Centre Team Leaders and Managers who want to get better at mentoring, not just managing, their teams. Also open to people looking to move into a Team Leader or coaching role.

Why should you go?

Anyone who wants to inspire their team to great performance and improve outcomes for everyone along the way – including staff, customers, and the business.

How much is it?

CCMA members: £299*

Non-members: £399*

*excludes VAT

Additional discounts available for group bookings