In a world of constant change, the ability to adapt, learn, and grow is what sets great leaders apart. This energising and interactive session invites leaders to explore the power of a growth mindset – a belief that abilities and intelligence can be developed through effort, feedback, and resilience. 

Rooted in the principles of human-centred leadership, this workshop helps leaders shift from fixed thinking to possibility thinking. Through practical tools, real-world scenarios, and reflective exercises, participants will learn how to foster a culture of learning, curiosity, and continuous improvement – starting with themselves. 

Whether you’re leading a team through transformation or coaching individuals to reach their potential, this session will help you lead with optimism, agility, and purpose. 

Learning Objectives

By the end of this session, leaders will be able to:

1. Define Growth Mindset and Its Impact on Leadership

Understand the difference between fixed and growth mindsets and how they influence behaviour, performance, and team culture.

2. Recognise Limiting Beliefs and Reframe Challenges

Learn how to identify and shift self-limiting beliefs into opportunities for growth and development.

3. Apply Growth Mindset Strategies in Leadership Practice

Explore tools and techniques to encourage experimentation, embrace feedback, and build resilience in yourself and others.

4. Create a Personal Growth Mindset Action Plan

Leave with a clear, actionable plan to embed growth mindset principles into your leadership style and team environment.

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.

Growth Mindset for Leaders (Refresh)

Growth Mindset for Leaders (Refresh)

Date: Tue 24 Feb 2026
Where: Online
Book now »

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?

Great leaders grow through challenge. This session gives you the mindset, tools, and strategies to lead with curiosity, resilience, and purpose, no matter what change comes your way.

How much is it?

£300 + VAT for members

£375 + VAT for non-members

Join Today

Not a member?

For details on membership packages and benefits click here.

Join today and get immediate access to member benefits.

Join CCMA »