July 22, 2021
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Auscontact Association logo for a Sponsored Event

Sharpen the Saw – Manager to Leader

Jun 30, 2021 1:00 pm - 3:00 pm

Build your skills as a leader to better leverage your team, their ideas, skills and experience

The role of the manager has in many organisations, rapidly evolved to that of a coach. Instead of providing answers, the role of the manager has shifted to asking questions, facilitating outcomes and driving development.

Learn the skills and tactics of world-class leaders to uncover and unleash the hidden capability hiding in your team.

Session 1 – The Power of Leadership
In this session, we will explore different styles of leadership, the science and principles behind coaching, and how to unleash the potential of your team using this knowledge.

Session 2 – The Power of Coaching
In this interactive session, we will dive deeper into the concept of leadership coaching, learning different tools and approaches that open up new pathways of communication and collaboration with your team.

Session 3 – The Practice of Coaching
In this highly interactive session, we will explore methods that you can use to develop your coaching practice, putting different coaching models to the test and apply them to your specific leadership challenges!

Session 4 – Success Session
In this final session, we will expand upon the practical sessions and explore your individual leadership challenges, supporting you to develop a targeted strategy to address these.

Can’t attend one of the dates but still want to do the workshop? The sessions will be recorded, so you can always catch up later.


$450 for Auscontact Members, $700 for non-members


Delivered over four sessions of two hours duration:

  • Wednesday 30th June 2021 13:00 AEST
  • Wednesday 7th July May 2021 13:00 AEST
  • Wednesday 14th July May 2021 13:00 AEST
  • Wednesday 21th July May 2021 13:00 AEST



Frances Quinn is the Founder and CEO of Athena Consulting. Frances has been working in and around contact centres for the last 25 years, helping them to create excellence in operations and customer experience.

Her superhero powers are problem-solving and execution – turning challenges into opportunities and bringing them to life to enhance efficiency, effectiveness and experience.

Cathy Thorpe is a highly experienced business professional with over thirty years’ experience in people, service/operations leadership and transformational change, and has added significant value to organisations in the Financial, Professional Services, Retail and Medical service sectors.

Cathy’s qualifications include Master of Management (MGSM) and Certificate in Executive Coaching (Coaching Australia). She is also a member of the International Coaching Federation.

Specialist Course for Contact Centres

CX Skills offers a range of purpose-built courses just for the contact centre industry all delivered by global experts. View upcoming courses >



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Event Fast Facts

Event Details:

June 30
1:00 pm - 3:00 pm
View Website →
Target Audience:
Team Leaders, Contact Centre Managers
Total DURATION of the Event:
8 Hours
Total number of SESSIONS:
LENGTH of each session:
2 Hours

Venue for the Event


Event Organiser

1800 025 727
View Event Organiser Website

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