Managing Colleague Wellbeing

Learning Level: Manager

Format: Half-Day (3hr)

Delivery: Virtual

People perform at their best when they feel supported, valued and understood. This practical course helps you recognise wellbeing challenges early, respond with confidence and create a team environment where people can thrive.

As workplace pressures continue to grow, colleague wellbeing has become a critical leadership responsibility. In contact centres, where performance demands, customer interactions and change can create additional pressure, knowing how to support wellbeing effectively can make a significant difference to engagement, retention and performance.

This course gives you the confidence to recognise common wellbeing challenges and respond appropriately. You’ll explore the factors that influence wellbeing, understand the signs that someone may be struggling and learn how to create a culture where people feel comfortable accessing support. Rather than relying on assumptions, you’ll develop practical strategies that help you show up every day as a visible, human-centred leader.

Through discussion, reflection and practical application, you’ll discover how wellbeing links directly to performance, motivation and team culture. You’ll learn how to hold supportive conversations, build trust and create an environment where autonomy, mastery and purpose can flourish.

Whether you’re looking to strengthen your leadership mindset, behaviours and skills or simply want to engage your people more effectively, this course provides a practical blueprint for success.

Learning alone does not change culture, application does, which is why you’ll leave with tools and approaches you can immediately apply within your team.

Course content

Understanding wellbeing Explore the key factors that influence wellbeing in the workplace.

Recognising warning signs Identify behavioural changes that may indicate wellbeing concerns developing.

Building psychological safety Create an environment where people feel safe speaking openly.

Supportive conversations Develop confidence in discussing wellbeing with empathy and professionalism.

Listening effectively Practise active listening techniques that build trust and understanding.

Boundaries and responsibilities Understand your role while avoiding inappropriate wellbeing interventions.

Promoting resilience Encourage healthy habits that support sustainable wellbeing and performance.

Signposting support Identify appropriate resources and support channels for colleagues.

Creating positive culture Foster an inclusive environment where wellbeing remains a priority.

Action planning Develop practical wellbeing commitments to apply within your team.

Learning outcomes

Recognise early warning signs that may indicate a colleague is experiencing wellbeing challenges

Build trust through supportive conversations that encourage openness, understanding and psychological safety

Identify workplace factors that positively and negatively influence colleague wellbeing and engagement

Apply practical strategies that promote resilience, motivation and sustainable personal performance

Create a team environment where people feel supported, valued and respected

Signpost colleagues appropriately while understanding boundaries, responsibilities and available wellbeing resources

Strengthen leadership behaviours that contribute to positive wellbeing, engagement and team culture

Enquire here

Who should attend?

Contact centre professionals responsible for supporting wellbeing and engagement at work.

What will you learn?

Support wellbeing confidently while creating a healthier team environment.

How much is it?

£375 +VAT. Members receive a 20% discount.

Format Info

3 hour online workshop, using Zoom.

Group discount

Additional discounts available for group bookings

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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