A 3‑hour virtual session for leaders who want to manage performance with purpose, clarity and care.
Strong performance doesn’t happen by chance. It’s built through everyday leadership behaviours, clear expectations, and a culture where trust, accountability and support go hand in hand.
This energising and practical session helps leaders understand how to manage performance at every level – individual, team and organisational. Through real‑world tools, reflection and discussion, participants will explore how to set clear goals, have effective performance conversations, give meaningful feedback, and balance challenge with support to get the best from their people.
Rather than focusing on process alone, this session brings performance management to life – helping leaders build capability, motivation and ownership, while staying aligned to organisational purpose, values and strategy.
By the end of this session, you’ll be able to:
- Understand the four key areas of performance management and how to apply them day‑to‑day
- Use the Challenge vs Support model to flex your leadership approach for different individuals and situations
- Link individual and team performance to organisational purpose, values and strategic goals
- Set clear expectations using SMART goals and apply feedback models that drive accountability and improvement
- Assess and develop team capability and motivation, not just output
- Lead confident, constructive performance conversations – even when they feel challenging
About the trainer
Jenifer Lord
A highly skilled coach and facilitator, Jenifer has worked with many prestigious clients and organisations all over the UK and in South Africa, India and USA. Having gained most of her experience over many years leading teams in fast paced multi-million turnover organisations, Jenifer blends strong commerciality and outstanding customer focus with a revolutionary way of thinking.
Her passion for understanding what makes people tick led her to study Psychology, Neuroscience and Neuroplasticity and Cognitive Behavioural Therapy for stress reduction as well as Mindfulness. As a lover of life, Jenifer understands that the key to success in both life and business is through people. She has endless positivity and optimism, which she brings with her at work.
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.
Where: Online
Where: Online
Where: Online
Format
Taking place on Zoom.
Who is it for?
Leaders across all areas of contact centre operations and support functions.
Why should you go?
Drive consistent, purpose-led performance by setting clear goals, balancing challenge with support, and linking team outcomes to strategy. Leave with practical tools and confidence to hold effective performance conversations and build a culture of accountability.
How much is it?
£300 + VAT for members
£375 + VAT for non-members
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