teaching

Elevation2021 – Leadership Academy – NEW Virtual offering for 2021!

The Welsh Contact Centre excited to announce that following the popularity and success of this impacting training we are delivering it online once again.

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.

These courses will give your colleagues new skills and techniques to be a great leader in a virtual world and are also transferable to a physical environment.

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.

Nicky has the unique set of skills of “having done the job” and has held a number of senior management positions during her career, she 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 BT,  Virgin Airways & The Royal Mint.

Programme – Modules, Content and Date

Module One – Part 1 & 2Introduction to LeadershipDates 7th & 14th May 2021

Overview of Leadership Managing versus leading Essential behaviours required for leaders| Leadership Styles|

Module Two – Part 1 & 2Influencing CommunicationDates 21st  & 28th May 2021

What is Influence Influence and Leadership Using communication to influence others|

Module Three – Part 1, 2 & 3Coaching SkillsDates 3rd 18th & 25th June 2021   

Why Coach?| Essential coaching behaviours Asking versus telling Effective coaching questions| Structuring a coaching sessionProviding feedback|

Module Four – Part 1 & 2Employee EngagementDates: 2nd & 9th July 2021

What employee engagement really means and its impact on the performance How our workforces are changing and how to adapt to engage them| Learn techniques to build engagement within your teams

Module Five – Part 1 & 2Conflict ManagementDates: 16th & 23rd July 2021

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

Module Six – Part 1 & 2Effective Time ManagementDates: 30th July & 6th August 2021

Not enough time? | Feel you’ve achieved nothing throughout the day |Use your time effectively| Time cannot be managed, time is about self-managementLearning to say no

This can be booked per module or as a package – 1 Module (2 parts) –  £129+VAT pp Please Note: Module 3 consist of 3 parts – £193:50+VAT pp

Book 2 Modules – £238+VAT pp a saving of £20 per person ** if module 3 is included in your choice the price will be £297+VAT pp **

Book 4 Modules – £480+VAT pp a saving of £36 per person ** if module 3 is included in your choice the price will be £534+VAT pp **

Book all 6 modules – £770+VAT pp a saving of £68.50 per person

Discounts available for multi delegates – Please email for further information

Times: All sessions will be at 9.00am  –1.00pm

The sessions will be via: Zoom

Places are limited so book asap to avoid disappointment!

EMAIL lucinda@wccf.uk to find out more and register…

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