Build Trust and Improve Team Performance

Learning Level: Manager

Format: Half-Day (3hr)

Delivery: Virtual

When trust is strong, performance follows. This course equips you to build trust intentionally, transforming everyday coaching conversations into powerful moments that drive engagement, accountability and measurable team success.

In a busy contact centre, it is easy to fall into reactive patterns where conversations feel rushed and progress feels slow. You may recognise the signs: repeated issues, limited ownership, and teams that seem hesitant to speak up or embrace feedback. At the heart of this sits trust. Without it, even the best processes struggle to land, and leadership becomes about firefighting rather than developing people. This course helps you move beyond instinct and equips you with a clear, practical approach to building trust consistently across your team.

Using a coaching driven, human centred approach, you will explore the psychology of trust and what it really takes to create strong, lasting relationships at work. You will practise applying the RAPPORT model to everyday interactions, from one to ones to team conversations, helping you create accountable conversations that inspire action rather than compliance. You will also reflect on how you show up every day, recognising the behaviours that either strengthen or weaken trust across your team environment.

Throughout the session, the focus is on real application. You will leave with practical habits that can be embedded immediately, helping you create a culture of success where people feel supported and valued. By building trust intentionally, you will see more engagement, stronger collaboration and improved performance, allowing you to focus on developing confident, committed teams rather than managing recurring issues.

Course content

Psychology of trust Understand how trust forms through behaviour, perception and consistent leadership actions

RAPPORT model Apply a structured approach to building relationships across teams and stakeholders

Trust building behaviours Identify actions that strengthen credibility, reliability and authentic connection daily

Trust breaking behaviours Recognise habits that damage relationships, reduce engagement and limit performance

Coaching conversations Structure impactful, accountable conversations that go beyond transactional coaching interactions

Communication impact Adapt communication style to build clarity, trust and engagement across different individuals

Daily leadership habits Embed simple, repeatable behaviours that consistently strengthen trust within your team

Building ownership Encourage accountability through trust, leading to improved performance and engagement

Stakeholder relationships Strengthen collaboration and trust beyond your immediate team environment

Sustainable performance Link trust and rapport to long term engagement, resilience and measurable team results

Learning outcomes

Understand how trust is formed through psychology, behaviour and consistent leadership interactions

Apply models to strengthen coaching, leadership presence and stakeholder relationships

Recognise leadership behaviours that positively or negatively impact trust within teams

Structure coaching conversations that drive ownership, engagement and performance improvement

Develop consistent habits that build trust and rapport within a contact centre team

Create a team culture where people feel valued, supported and confident to contribute

Who should attend?

Leaders wanting stronger relationships and higher team engagement

What will you learn?

Build trust to improve coaching impact and team performance

How much is it?

£375 plus VAT - Members receive 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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