Decide to Thrive

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Decide to Thrive

Join us on a journey of self-discovery and transformation! We’re diving into the mindset of being human centred leader, understanding how our thoughts, beliefs, and choices shape our reality and impact or Leadership behaviours and capabilities. We all have the power to choose how we respond to challenges, how we grow beyond our comfort zones, and how we shape the future we desire.

By exploring the Be-Do-Have model, navigating challenges, and challenging limiting beliefs, you’ll uncover what’s holding you back and more importantly, how to move forward with confidence and clarity.

Growth begins at the edge of comfort. So, let’s step beyond the familiar and embrace the possibilities ahead. Your mindset is your greatest tool, so let’s sharpen it together!

By the end of this session, you’ll:

  • Explore the ‘Be-Do-Have’ model and its role in your success
  • Learn how to overcome challenges that are holding you back
  • Recognise and challenge self-limiting beliefs
  • Understand the impact of mindset on personal and professional growth
  • Commit to actionable steps for your personal transformation as a Leader

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

Faye Bailey

With 20+ years’ experience in customer service, quality management, training and coaching, Faye is passionate about helping people grow and creating impactful learning. A Level 5 Professional Coach, she is known for her supportive, engaging approach, helping individuals and teams build confidence, unlock potential, and deliver exceptional customer experiences. She has designed and delivered programmes from Customer Obsessed Service and Executive Complaint Handling to Neurodiversity and Sales Techniques. Faye brings energy, empathy, and a genuine belief that when people feel valued and supported, they do their best work, driving lasting success for colleagues and customers alike.

 

Where and when?

Date: Thu 26 Mar 2026

Time: 09:00 - 10:30

Location: Online

Format

Taking place on Zoom.

Who is it for?

For contact centre team leaders and managers.

Why should you go?

Sharpen your mindset as a leader and reach your full leadership potential.

How much is it?

Each 90-minute course is just £90 + VAT for members and £108 + VAT for non-members

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