So that you never dread, over think or avoid giving feedback again.

Giving and receiving feedback are crucial for personal development, motivation and job satisfaction. However, it’s people’s reactions to feedback and not the feedback itself that determines how it affects performance.

Even though it’s so important, the act of giving feedback is one that many people avoid for fear of stoking conflict. It can be tough to be on the receiving end too – if it’s positive we tend to dismiss it and if it’s constructive it can be hard to hear.

Course Description

Learn how to give feedback to enable and empower.

This Feedback Skills workshop starts by dipping into the psychology of feedback to help us understand why we feel and react the way we do.

It teaches delegates how to give feedback in such a way that enables and empowers the recipient, without causing undue worry in advance. And it gives tips on how to invite, receive and act on feedback graciously.

Learning outcomes

By the end of the workshop you will be able to:

  • Understand the impact of feedback on self and self-development.
  • Understand some psychology of feedback and how to use this to overcome obstacles when delivering and receiving feedback.
  • Know how to use a range of models when giving feedback – and how to adapt your approach when feeding back remotely.
  • Learn how to invite, receive and process feedback.

Benefits to your business

Giving and receiving feedback is crucial to the operation of any organisation.

Quality is maintained, ultimately, by people interacting with one another and continuously reinforcing your organisation’s culture and standards.

Innovation also requires collaboration and the free exchange of ideas in an environment where people feel they can give and receive feedback without fear of judgement.

After taking this course employees at all levels of your organisation will know how to create a workplace that fosters creativity and standards.

Course content

  • Introduction to psychology of feedback, chemical reactions to feedback and cognitive biases.
  • The role of feedback in personal development.
  • Reflections on personal experiences of feedback.
  • Feedback models and an exploration of the benefits and drawbacks of each.
  • How to give and receive feedback face to face and remotely.
  • Practice inviting, receiving, and acting on feedback.
  • Action planning for next steps.

About the trainer

Nicola Callan is a skills and engagement coach, facilitator, and trainer. Working in and around contact centres for most of her career, she understands which skills can make the biggest difference to performance, motivation and customer experience and delivers sessions that leave delegates with the confidence and ability to be even better at what they do.

What delegates say

“I really enjoyed learning about the new models and techniques around delivering feedback. This was my initial goal when starting the training and it really all came together. I also enjoyed the psychological side of the training as it really made me think about what I’m saying to people during feedback and how people can go away feeling.”

“Amazing session – Was adapted to fit our goals. Really great session and learnt a lot.”

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

Feedback Skills Workshop
Date: Tue 23 Jan 2024
Where: Online

No Events


3-hour online workshop using Zoom or Teams.

Who is it for?

Anyone who has to give feedback on a regular basis, especially Team Leaders, Coaches, Quality Assessors, Contact Centre Managers or people aspiring to these roles.

Why should you go?

So that you never dread, over-think or avoid giving feedback again, and to enable a culture of open collaboration without fear of judgement in your organisation.

How much is it?

CCMA members: £299*

Non-members: £349*

*excludes VAT

Additional discounts available for group bookings