Building Trust and Rapport in your Team (Refresh)

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Building Trust and Rapport in your Team (Refresh)

This course is designed for contact centre leaders who want to build high-performing, emotionally intelligent teams through human-centred leadership. It focuses on the mindset, behaviours, and communication skills that foster trust and rapport. 

Participants will explore how leadership presence, empathy, and curiosity can transform team culture, improve customer experience, and drive operational excellence. The course blends practical tools with reflective learning to help leaders lead with authenticity and impact. 

By the end of this session, you’ll:

•
Understand the psychology and science of trust and rapport in leadership.
•
Apply the RAPPORT model to team leadership, coaching, and stakeholder relationships.
•
Identify leadership behaviours that build or break trust.
•
Develop habits that foster long-term trust and rapport within teams.

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 LomaxMel Lomax, Learning & Accreditation Manager, CCMA

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: Thu 5 Feb 2026

Time: 13:00 - 16:00

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?

If you’re ready to lead with greater impact, this course offers the mindset shift and practical tools to help you do it. You’ll learn how to build trust, foster genuine rapport, and create a culture where people thrive – ultimately driving better customer outcomes and operational performance.

How much is it?

£300 + VAT for members

£375 + VAT for non-members

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