A 3-hour virtual session for leaders who want to create connection, commitment and a culture where people thrive. 

Employee engagement isn’t just a buzzword – it’s a business imperative. When people feel seen, heard and valued, they bring their best selves to work. But engagement doesn’t happen by accident. It’s built through everyday leadership moments that foster trust, motivation and belonging. 

This energising and reflective session helps leaders explore what engagement really means, why it matters, and how to bring it to life in their teams. Through practical tools, real-world examples and powerful self-reflection, participants will leave with a renewed sense of purpose and a plan to engage their people with intention. 

By the end of this session, you’ll:

  • Define what employee engagement really means – and why it matters to performance, retention and wellbeing
  • Reflect on their own team’s engagement levels and what’s helping or hindering it
  • Use tools like “Who’s sinking your boat?”, Autonomy–Mastery–Purpose, and Finding Your Why to diagnose and drive engagement
  • Identify what motivates and demotivates individuals in hybrid, remote and in-person settings
  • Leave with practical actions to build a more connected, energised and engaged team

Learning outcomes

By the end of this workshop you will be able to;

  • Adopt a Strategic Leadership Mindset: Embrace a philosophy that aligns your leadership style with your desired outcomes.
  • Master the Balance of Leadership and Management: Clearly distinguish between leading and managing and learn how to strike the perfect balance.
  • Shift from Functional to Enterprise Thinking: Move beyond individual contributions to consider the entire organisation’s success.
  • Unlock the Power of Conscious Leadership: Discover ten key principles that will enhance your leadership effectiveness.
  • Enhance Mindfulness and Collaboration: Identify opportunities to lead with greater mindfulness and foster a more collaborative environment.
  • Craft and Execute a Strategic Plan: Begin creating, sharing, and implementing a strategic plan tailored to your unique context.

Benefits to your business

Elevated Leadership for Organisational Growth: Foster expanded thinking that advances your leadership and drives your organisation’s development.

  • Holistic Performance Achievement: Adopt a comprehensive approach to hitting performance goals across your entire organisation.
  • Strategic Confidence for Better Results: Build confidence in crafting and communicating strategies that deliver superior outcomes.
  • Boosted Engagement and Alignment: Enhance team engagement and ensure alignment with organisational goals.

Course content

  • Be Do Have Mindset: Embrace a powerful philosophy for strategic leadership.
  • From Function to Enterprise: Navigate the journey to becoming a true enterprise-wide leader.
  • Principles of Conscious Leadership: Explore essential principles to lead with intention and awareness.
  • The Mindful Leader: Gain insights into the factors influencing your leadership style.
  • The Collaborative Leader: Understand how to connect and lead effectively with others.
  • The Strategic Leader: Lead with vision and purpose, driving your organisation forward.

About the trainer

Mel LomaxMel Lomax, Learning & Accreditation Manager, CCMA

With 28 years’ experience in the contact centre industry, Mel is passionate about creating learning that transforms performance. As Learning and Accreditation Manager at the CCMA, Mel leads national initiatives to raise industry standards, develop leadership capability, and support contact centres in delivering excellence at every level.

Previously a freelance consultant and former Head of Learning, Mel has worked with a wide range of brands to design impactful L&D strategies that drive commercial ROI, improve operations, and build confident, customer-focused teams. Known for a people-first approach, Mel brings energy, insight and a deep belief in the power of mindset, behaviours and skills to create lasting change.

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.

Engaging With Your People (Refresh)

Engaging With Your People (Refresh)

Date: Tue 17 Feb 2026
Where: Online
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Format

Taking place on Zoom.

Who is it for?

Leaders across all areas of contact centre operations and support functions (12 months plus in role).

Why should you go?

Build a culture where people feel seen, motivated, and committed by learning practical tools to diagnose and boost engagement across hybrid and in‑person teams. Leave with a clear, actionable plan to strengthen connection, retention, and performance.

How much is it?

£300 + VAT for members

£375 + VAT for non-members

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