Coaching to Enhance Performance

EVENT OVERVIEW

This practical webinar is designed to help Team Leaders understand how to use coaching as an everyday leadership skill to improve confidence, ownership and performance within their teams.

Delegates will explore what coaching is, and what it isn’t and understand how effective coaching can positively impact employee engagement, attrition, team performance and customer satisfaction. The session will also help Team Leaders recognise when to use a non-directive coaching approach and when a more directive style is needed.

Throughout the webinar, delegates will consider how coaching can be introduced into both informal day-to-day conversations and more formal 1:1 performance discussions. They will also learn key coaching principles and apply a simple coaching model to support more effective conversations, encourage accountability and help team members develop their own solutions.

LEARNING OUTCOMES

By the end of the session delegates will be able to:

•          Explain what Coaching is and isn’t.

•          Explain the link between coaching, employee engagement, attrition and customer satisfaction

•          Introduce informal and formal coaching into a wide range of workplace situations and conversations. 

•          Decide when it’s right to be non-directive vs directive.

•          Apply the key principles, of effective coaching to enhance team performance

•          Apply a Coaching Model within 121 performance coaching sessions

SPEAKER BIO

Jacqui Turner is a multi-award-winning customer service and leadership training provider, global speaker, podcast guest and published writer. With a 30 year training career, including 20 years’ experience within the insurance sector, including roles with Lloyds TSB Insurance and HSBC General Insurance, Jacqui brings a deep understanding of the pressures, expectations and realities of customer-facing insurance environments.

Before setting up her business, Jacqui was the Leadership Trainer for Tesco, where she was awarded Welsh Contact Centre Trainer of the Year in 2015.

Today, through Turner Corner Learning Solutions, she helps organisations develop confident, capable team leaders and service professionals who improve customer outcomes and build stronger, more engaged teams.