Strategic Thinking (Refresh)

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Strategic Thinking (Refresh)

It’s one of the most common reasons leaders don’t delegate complex work to their teams: “They don’t think strategically enough.” But what is strategic thinking and how can the skill be learnt?

In this workshop we aim to enable junior and middle managers to develop their skillset to be able to contribute to the strategic direction of the business. They will understand exactly what strategy and strategic thinking are, where they fit in the overall scheme of things – from Vision to Procedures – and how their own roles contribute to the strategy.

By the end of this session, you’ll:

  • Articulate what is meant by strategic thinking, strategy and where it ‘fits’.
  • Have knowledge of tools and processes to aid strategy setting.
  • Think differently through the use of problem-solving techniques.
  • Understand how your role and responsibilities contribute to the strategy.

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

Jenifer LordPicture of Jennifer Lord

A highly skilled coach and facilitator, Jenifer has worked with many prestigious clients and organisations all over the UK and in South Africa, India and USA. Having gained most of her experience over many years leading teams in fast paced multi-million turnover organisations, Jenifer blends strong commerciality and outstanding customer focus with a revolutionary way of thinking.

Her passion for understanding what makes people tick led her to study Psychology, Neuroscience and Neuroplasticity and Cognitive Behavioural Therapy for stress reduction as well as Mindfulness. As a lover of life, Jenifer understands that the key to success in both life and business is through people. She has endless positivity and optimism, which she brings with her at work.

Where and when?

Date: Tue 10 Mar 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?

To lift your head from the day to day activity and have the space to think bigger, longer term and in a more visionary way.

How much is it?

£300 + VAT for members

£375 + VAT for non-members

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