Understanding Team Dynamics

Great contact centre teams are created by leaders that can understand the behaviours of others. The first step is to consider your own behaviours.

Starting with a highly personalised behavioural profile, this virtual course looks at your behaviours based on The Five Behaviours model taken from the book The Five Dysfunctions of a Team by Patrick Lencioni. The model explores the behaviours for a high functioning team to trust one another, engage in conflict around ideas, commit to decisions, hold one another accountable and focus on achieving collective results.

As a result, a productive, high functioning team creates an environment where it:

• Feels safe to ask for help and express their opinions
• Avoids wasting time and energy on politics, confusion, and destructive conflict
• Is committed to the end goal
• Holds one another accountable
• Has more fun—and delivers results!

The course provides you with the tools to better understand, internalise and apply the principles of the model and to foster communication that can be used throughout your organisation.

Pick a date below and fill in the booking form to reserve your place and places for colleagues. We will raise an invoice, so if you need to provide a purchase order number, please do so in the form or email it to info@ccma.org.uk.