Adapting Your Communication as a Leader

You are here:
  1. Home
  2. Event
  3. Adapting Your Communication as a…

Adapting Your Communication as a Leader

Step into a session designed to help you connect, influence, and lead more effectively through the power of communication. We will be exploring how your words, tone, and approach shape your relationships, motivate your team, and drive performance.

Every team is different, and every individual responds uniquely to how you communicate. By understanding and adapting your style, you can inspire confidence, create clarity, and foster engagement across your team. Through practical frameworks and real-world exercises, you’ll learn how to adapt your communication to meet the needs of your people—while staying authentic and impactful.

By the end of this session, you’ll:

  • Recognise different communication styles and their impact on team behaviour and engagement
  • Understand your default communication style and how it influences others
  • Adapt your language, tone, and approach to connect with diverse team members
  • Use practical tools to enhance clarity, trust, and collaboration in your team
  • Reflect on your communication habits and set actionable goals to improve your leadership impact

Read full course description

Learning outcomes

  • Understand the difference between coaching, mentoring, training and performance management.
  • Appreciate the difference between performance coaching and call coaching.
  • Recognise the benefits and impact that coaching has on performance and engagement.
  • Develop knowledge of the GROW coaching model and skills required to coach effectively.
  • Demonstrate delivery of a coaching session through practice / demo.
  • Apply and practice coaching techniques.

Benefits to your business

  • Effective coaching and training can improve performance by 84%
  • Reduces employee turnover by allowing your teams to feel valued and supported
  • Your team will achieve smarter outcomes, improve on their skills and build on their strengths
  • Boosts team morale and engagement
  • Well-coached teams and individuals are better equipped to handle customer queries, leading to an enhanced customer experience
  • Drive effective results across your contact centre operation with effective coaching

Book your place(s)

About the Trainer

Mel Lomax, Learning & Accreditation Manager, CCMAMel Lomax

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.

Where and when?

Date: Fri 7 Nov 2025

Time: 12:00 - 13:30

Location: Online

Format

Taking place on Zoom.

Who is it for?

For contact centre team leaders and managers.

Why should you go?

Learn to adapt your communication style and inspire confidence, clarity and engagement within your teams.

How much is it?

Each 90-minute course is just £90 + VAT for members and £113 + 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 »
Go to Top