High Performance Team Leaders (Melbourne)

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High Performance Team Leaders (Melbourne)

January 29, 2019 @ 9:00 am - 5:00 pm


Course Overview

Just because you are great at your job doesn’t mean you are automatically great at helping other people do their job. Great leaders recognise this and put in time and effort to continually improve their personal leadership skills and abilities.

This program is designed for existing contact centre team leaders to extend your basic knowledge and hone your leadership skills so that you get maximum impact for your hard work.

If you’re an existing Team Leader looking to take your leadership to the next level this course is designed just for you!

Course Agenda

Our full day session includes 5 core sessions including:

  • Cultural by Design

    Assessing your current culture and identifying where changes can be made in order to increase performance. We explore 7 different areas of your culture to get an ideal picture of what you have and then design what you need.

  • Change Management

    Many people are creatures of habit and are resistant to change. If you are to successfully instigate the necessary changes to your culture you will need to effectively engage your people in the change.

  • Resilience

    Resilience, like leadership, is a set of skills you can learn. By understanding resilience techniques and building a resilient team you are less likely to encounter inconsistent performance, high attrition or increased absenteeism levels.

  • Ready to Perform

    High performers see work as a performance and spend time ensuring they are ready to perform. We will look at 6 distinct areas of performance and identify personal areas you need to address so that you can maintain a high level of performance.

    You will put together and take away your own personal high-performance improvement plan.

  • Coaching

    The only question I ask leaders is ‘how are your team better because you are the leader?’ If you cant answer the questions we have some work to do. Learning effective and efficient coaching techniques will help you respond positively to this question and define you as an actual leader.

About Your Trainer

Nathan Burke has spent decades performing at the elite level of sport and more recently, in business where he specialises in the fields of personal development, leadership, culture and resilience. Learn more about Nathan.

Key Outcomes

  • Identify the differences between the culture you have currently and the one you need to build in order to be successful.
  • Understand how to engage and support people through a change process.
  • Build resilient and resourceful teams that can handle the inevitable difficult conditions that arise.
  • Understand what performance is and how to constantly improve individual and group performance.
  • Learn the most important art of leadership, which is ‘making people better’.

This course is suitable for:

  • Existing Team Leaders wanting to enhance their leadership abilities.
  • Managers of difficult teams who want to help them work together to realise their potential.
  • Support staff who need to engage multiple groups within the organization in order to fulfil their roles.
  • Human Resources personnel who deal with issues and concerns on an organisation, team and individual nature.

What’s included?

  • A full day of training with Nathan Burke.
  • All course takeaways (workbooks etc).
  • Hot lunch and morning/afternoon tea
  • Professional training environment in Melbourne CBD (Exact venue confirmed closer to the date).

This course starts in:


January 29, 2019
9:00 am - 5:00 pm
Event Categories:


CX Skills
+61 3 9008 7287

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