Coaching Skills for Team Managers

Session 1

Are you a Team Leader or Manager who recognises that your team has become dependent on you to find solutions to their daily problems?

Do you find yourself offering guidance and solutions because it’s quicker to do so and because you want to be supportive?

Does the time you spend problem solving and ‘Telling’ stop you from working on tasks which help you to achieve your objectives?

Have you noticed that your team return from training courses, full of enthusiasm to put their new skills into practise, but quickly return back to old habits?

By the end of workshop 1 you will be able to:

  • Identify and agree the benefits of Coaching vs a Directive approach.
  • Agree the beliefs and principles required when coaching your team members.
  • Explore strategies that will help you develop your listening skills to a deep level.
  • Practise the application of the GROW Coaching Model to structure an effective coaching conversation and achieve great outcomes.

What is Coaching?

Learn what Coaching is and understand why it’s an important skills for individuals who manage people in contact centers.

When is it right to coach?

Attendees will assess when it’s right to coach and when its right to be directive. Along with examining the potential negative impact of telling team members what to do and how to do it.

The Benefits of Coaching

Explore the potential benefits of coaching to you, your team and your contact centre.

Key Coaching Principles

Discuss and Agree the critical beliefs, behaviours and principles required of a manager who coaches.

Develop your Listening Skills to a deep Level

Learn how the brain filters information and understand how this can act as a listening barrier. You will also identify additional listening barriers within your working environments and agree ways to take your listening skills to a deep level.

GROW Coaching model

You will be introduced to the ‘GROW’ Coaching Model and apply it during a practise coaching session within zoom breakout rooms.

Next Steps

You will create an action plan to take forward into your role, which will help you develop effective coaching skills.

Session 2

Are you a Team Leader or Manager who has noticed that some team members don’t respond well to the announcement of change in the workplace, which then impacts performance?

Have you noticed that some team members, lack self-belief about their capabilities?

Are there times when team members lack motivation and don’t take positive steps to achieve better outcomes?

Have you noticed your coaching style works well with some team members but not others and you’re not sure why?

Would you like to have a variety of coaching tools, techniques and models to use, in order to enhance your coaching sessions?

By the end of workshop 2 you will be able to:

  • Use a variety of coaching tools, such as Performance Wheel, and Learning Styles to enhance your coaching sessions.
  • Apply effective strategies to coach individuals with limiting/negative beliefs which impact performance.
  • Apply your coaching skills to help individuals who feel ‘stuck’ or lack motivation.
  • Use the ‘ABIDE’ Coaching Model, created by your facilitator (Jacqui Turner,) to help your team members achieve better and smarter outcomes.

How limiting and negative beliefs impact performance

You will be introduced to the ‘Belief Cycle’ and explore how positive and negative belief cycles drive positive/negative behaviour and thereby result in the outcomes achieved.

How Coaching can help team members change a limiting/negative belief and achieve better outcomes

Explore coaching questions and techniques that can help individuals recognise the part their own beliefs and mindset play in achieving current results and help them recognise steps they can take to achieve better outcomes, such as achieving performance goals.

How Learning Styles can impact your coaching style and the results you achieve

You will have completed a learning styles questionnaire prior to the session. Therefore, during this session, you will explore your results and discuss how your preferred learning style(s) can impact your coaching style.

You will also explore ways to adapt your coaching style to meet the needs of your team members, based on their learning style preferences.

The use of a Performance Wheel to coach individuals across a range of performance levels

You will be introduced to a Performance Wheel to enhance your coaching sessions. This tool can be used for coaching team members at all levels of performance standards, from under-performers through to high-performers.

Coaching individuals who feel ‘stuck’ and lack motivation

There are times when you may notice a team member is lacking motivation and thereby not taking positive steps to achieve better outcomes. This part of the workshop will introduce you to ‘Pleasure and Pain’ theory and a coaching activity to help individuals find the motivation to move forward.

Abide Coaching Model

You will be introduced to the ‘Abide’ model, as an alternative to ‘GROW’. This model has been created by Jacqui Turner, to effectively coach contact centre teams and help them overcome barriers such as a ‘limiting’ belief about what they are capable of achieving.

You will practise the application of this model during break out room coaching sessions.

Create an Action Plan

You will create an action plan outlining the steps you will take to continually develop your coaching skills.

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

Where and when?

Date: Wed 23 Jun 2021 - Tue 29 Jun 2021

Time: 9:30 am - 12:30 pm

Location: Online

Who is it for?

Contact Centre Team Leaders and Managers and anyone who wants to move into a team leader or coaching role.

Why should you go?

To create a high performance team.

How much is it?

CCMA members: £349*

Non-members: £399*

*excludes VAT

Additional discounts available for group bookings

About the trainer

Jacqui is an award-winning Trainer with 25 years training and coaching experience. Prior to starting her own training company, Jacqui Turner enjoyed a very successful 27 year career in Training and Management roles, working within contact centres across Insurance, Financial Services, Retail and Utility sectors.

Achievements have included ‘Welsh Contact Centre Trainer of the Year 2014’ and a finalist in the National Contact Centre awards for the most effective training programme.

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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