In a role as a leader where you are multi-tasking daily, how do you manage your resilience to maintain your mental state and prevent burnout?

Do any of the scenarios below resonate with you or your team?

  • You may have had a really bad call and you’re now feeling stressed or angry, how do you change the way you think and feel quickly before your next call or meeting?  So, you have clarity and focus.
  • You’ve just finished from a bad day at work, and you can’t switch off.  It’s impacting your mental state and personal life and you’d rather have choice over how you think and feel.

This course provides tools and techniques to improve your emotional intelligence and physical and mental wellbeing.  This is aimed to reduce the risk of burnout whilst boosting your resilience.

Disclaimer: Our tutors are trained certified coaches, NLP trainers and hypnotherapists, and will use various techniques within their vast skill set. They are not psychologists or counsellors.

Learning outcomes

  • Understand what resilience is and why it’s important
  • Gain insight into your own resilience and what impedes it
  • Understand what state is, and the importance of maintaining a resourceful state to make good decisions even during difficult times
  • Look at the effects of our physiology and mindset, and how changing these elements can lead to a successful outcome during challenging times
  • Valuable tools and strategies to increase your resilience when faced with challenging situations


3-hour online session (with a break), using Zoom.

What delegates say

“The information was helpful and informative, as was the presentation and workbook. Really enjoyed the full session. The interaction was also great throughout.”

“I thought that Mike did an excellent job of keeping us all engaged, he ran at a great pace and also had the right tone and manner, he was also very open and honest ”

About the trainers

Francesca Monaco: Francesca is a Chartered Marketing Consultant, certified coach, NLP Trainer, Hypnotherapist, Language and Behavioural Profiling (LAB) Practitioner and mBIT Coach. She has a passion for Marketing, Training and Coaching and combines her knowledge with Neuroscience.


Dr Angela Monaco: Angela is a certified business coach, NLP trainer, mBIT coach, hypnotherapist and dentist. She has a special interest in career and performance coaching and a passion for helping others to achieve a work life balance. Angela is a guest trainer in supporting the delivery of NLP Accredited courses.


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

No Events

Date: Tue 19 Jul 2022
Where: Online

Date: Thu 20 Oct 2022
Where: Online

Who is it for?

Contact Centre Managers, Team Managers and anyone responsible for managing people in contact centres.

Why should you go?

To gain a greater understanding of resilience and to learn new tools and techniques to help you increase your resilience.

How much is it?

CCMA members: £299*

Non-members: £349*

*excludes VAT

Additional discounts available for group bookings