Mastering the Art of Feedback (Refresh)

A 3-hour virtual session for leaders who want to give feedback that inspires, not intimidates.

Feedback is one of the most powerful tools we have to drive performance, build trust, and create a culture of continuous improvement. But let’s be honest, giving feedback can feel uncomfortable, awkward, or even risky.

This energising and practical session helps leaders reframe feedback as a gift, not a threat. Through real-world examples, proven models, and powerful reflection, participants will explore how to plan, deliver and embed feedback that lands with clarity, care and confidence.

By the end of this session, you’ll:

Understand the psychology behind why feedback matters – and why we often avoid it
Explore the impact of feedback on colleague, customer, culture and organisational performance
Learn how to plan and deliver feedback that is timely, specific, and actionable
Build confidence using practical models
Reflect on their own mindset and limiting beliefs around giving feedback
Leave with tools and techniques to create a feedback-rich culture in their teams

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.

No Events

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?

Learn to give feedback that builds trust, sparks growth, and creates a culture of continuous improvement.

How much is it?

£300 + VAT for members

£375 + VAT for non-members