Leadership Presence, Energy and Creating Connection

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Leadership Presence, Energy and Creating Connection

Step into a session designed to elevate the way you show up for every colleague! We will be exploring how your attitude, energy, and presence directly shape your behaviours, your interactions, and the trust you build with your team.

We all know that how we feel and how we show up affects others—but the impact goes deeper than words. Using models like the Betari Box, the Three Circles of Presence, and the Mehrabian Communication Model, you’ll uncover the invisible forces that drive behaviour and influence outcomes. You’ll learn practical tools to regulate your energy, stay connected, and create clarity in every interaction.

By the end of this session, you’ll:

  • Understand how attitude drives behaviour using the Betari Box model
  • Identify the characteristics of the Three Circles of Presence and recognise which one you operate from as a Leader
  • Explore the Mehrabian Communication Model and understand how non-verbal cues influence trust and clarity across your team
  • Use practical tools to regulate your energy and shift into a connected, present state that supports better human centred outcomes with your team.

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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: 13:00 - 14:30

Location: Online

Format

Taking place on Zoom.

Who is it for?

For contact centre team leaders and managers.

Why should you go?

Learn practical tools to regulate your energy, stay connected, and create clarity in every interaction.

How much is it?

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

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