Growth Mindset for Leaders (Refresh)

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Growth Mindset for Leaders (Refresh)

In a world of constant change, the ability to adapt, learn, and grow is what sets great leaders apart. This energising and interactive session invites leaders to explore the power of a growth mindset – a belief that abilities and intelligence can be developed through effort, feedback, and resilience. 

Rooted in the principles of human-centred leadership, this workshop helps leaders shift from fixed thinking to possibility thinking. Through practical tools, real-world scenarios, and reflective exercises, participants will learn how to foster a culture of learning, curiosity, and continuous improvement – starting with themselves. 

Whether you’re leading a team through transformation or coaching individuals to reach their potential, this session will help you lead with optimism, agility, and purpose. 

By the end of this session, you’ll:

  • Define Growth Mindset and Its Impact on Leadership: Understand the difference between fixed and growth mindsets and how they influence behaviour, performance, and team culture.
  • Recognise Limiting Beliefs and Reframe Challenges: Learn how to identify and shift self-limiting beliefs into opportunities for growth and development.
  • Apply Growth Mindset Strategies in Leadership Practice: Explore tools and techniques to encourage experimentation, embrace feedback, and build resilience in yourself and others.
  • Create a Personal Growth Mindset Action Plan: Leave with a clear, actionable plan to embed growth mindset principles into your leadership style and team environment.

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: Tue 24 Feb 2026

Time: 09:00 - 12:00

Location: Online

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?

Great leaders grow through challenge. This session gives you the mindset, tools, and strategies to lead with curiosity, resilience, and purpose, no matter what change comes your way.

How much is it?

£300 + VAT for members

£375 + VAT for non-members

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