Everyone faces challenges in their life. How well we respond to these is a measure of our resilience.

During this 3-hour online training course, you will first understand your own capacity for resilience and learn new techniques which will help you develop and increase your skills, enabling you to bounce back from future adversities.

Come prepared to learn and experience new techniques as this training course is focused on experiential learning. Participants will learn by doing.

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

What will I learn?

  • 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 info@ccma.org.uk.

How to be Resilient
Date: Fri 26 Nov 2021
Where: Online

Date: Wed 1 Dec 2021
Where: London

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