The Power of Conscious Choice as a Leader

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The Power of Conscious Choice as a Leader

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

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: Wed 5 Nov 2025

Time: 09:30 - 11:00

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 £113 + VAT for non-members

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