Elevation2019 - Leadership Academy

Date – 29 Aug 2019
Time – 9.30am – approx. 4.00pm
Venue – The Park Inn by Radisson, Mary Anne St, Cardiff CF10 2JH
Event Organiser – Welsh Contact Centre Forum
Contact Name – Christine Allen
Contact Number – 029 2070 9800
Contact Email – christine@WCCF.uk

This programme is designed for new, established and aspiring leaders.

Without the right Leaders in place, it’s hard for any team to achieve high performance, or even be successful.

Leaders play a vital part in delivering an organisation’s strategy, standards and expectations. Effective leadership has major impact on a team’s ability to deliver successfully and positively.

This exciting training programme will enable delegates to build confidence and develop key leadership and communication skills. The training also includes practical techniques to help drive performance, manage conflict and engage their teams.

This Leadership Academy will be delivered by Nicky Courtney a highly respected executive who has more than 20 years’ experience working in the Contact Centre and Sales Industries.

She has the unique set of skills of “having done the job” and has held a number of senior management positions during her career.

Nicky has transformed performance in sectors including energy, insurance, utilities, data, media and business information.

Nicky has delivered training programmes and projects for many organisations including 118118, BT, EDF and Virgin Airways.

Module Three – Two Days
Coaching Skills
Date 29th & 30th August 2019

Why Coach? / Essential coaching behaviours|Asking versus telling / Effective coaching questions / Structuring a coaching session|Providing feedback

Module Four – One Day
Employee Engagement
Date 20th September 2019

What employee engagement really means and its impact on the performance / How our workforces are changing and how to adapt to engage them / Understand the pillars of engagement they can use to raise

Module Five – One Day

Conflict Management
Date 24th October 2019

What causes Conflict? / Your conflict handling style|Resolving conflict between yourself and others / When and how to use managerial mediation


This can be booked per module or as a package
– 1 Module = £175 + vat pp Please Note: Module 3 consist of 2 days (£350+ vat pp) Book 5 days @ £175+ VAT pp and get 1 day FREE saving £175

Discounts available for multi delegates – Please call or email for further information