The emotional reactions to change require some understanding, and the length of time it can take individuals and teams to ‘heal’ and ‘forget’ past pain can be shockingly long if not properly managed. In order to position change for the smoothest acceptance there are some golden rules to follow in the planning and communication of change.
Demonstrating your empathy and understanding is important but above all, your leadership and confidence in the change itself will be paramount.
This can sometimes be a challenge if you don’t agree with the change yourself!
- Learn how to create even greater personal confidence for yourself and those around you
- Create greater personal impact as a team leader
- Become more influential within your organisation and understand your personal reputation
- Improve your abilities when speaking and presenting as a leader.
Managers, Senior Managers and Heads who wish to further improve and develop their leadership, managerial skills and abilities, and typically responsible for:
- Call/Contact Centre
- Customer Service
- Customer Experience
- Customer Insight
- Customer Strategy
- Digital Customer Experience
- Customer Loyalty
ABOUT THE TRAINER
After completing a degree in Management Sciences at Manchester University, and a post-graduate Diploma in People Management (CIPD), Carolyn worked in HR and L&D for both large and small employers before becoming an in-house Training Consultant at Fujistu Services in the Service Desk division. In 2003 Carolyn set up Real Results Training Consultancy and remained very much in the world of Service Desks, Contact Centres and Customer Services, working with clients such as United Utilities, Bupa, Serco and the Co-operative Insurance designing both front line and leadership programmes and huge culture change programmes.
Previous course feedback
“Increased my knowledge and awareness in this subject hugely. Actual cases where IA has been successfully implemented were really useful, particularly around ROI.” IREEN LOCK, HEAD OF SITE/OPERATIONS MANAGER, THE AA
“Always great workshops with Martin. Thought provoking theory that actually translates to practical models for improvement.” LEON SHOUKSMITH, MARKETING ACCOUNT MANAGER AT GM FINANCIAL
“Thanks for yesterday. The team enjoyed the training and learnt a lot.”
BIAN SALINS, HEAD OF SOCIAL - DIGITAL AT TSB