As a leader it is vital you know your own values and style so that you can remain consistent and authentic in the face of challenges and setbacks. Utilising self-awareness and emotional intelligence you will be able to uphold a professional approach in all situations.

When your teams know what to expect from you (and what not to expect from you) the culture of your team will be clear and positive.

You will be better able to have open and honest two way conversations, manage the expectations of your team and manage individual performance, for the benefit of everyone and your organisation.

Additional information

Why attend

  • Who am I as a leader and why me?
  • Leadership fundamentals and how to apply these in your new role
  • Uncover what sort of leader you are
  • Learn how to be an authentic, credible leader in the workplace
  • Understand the 3 questions your agents are silently asking you

Who Attends

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

Course features


Half Day (4 hours)

Course Date:

Please enquire


9.00 – 13.00


Blue Fin Venue, London


£199+ vat (Early bird pricing and group discounts available)

Led By:

Carolyn Blunt





Contact Us:

Daniel Keen - Membership Sales
Direct: 01932 506 306
Email: dan.keen@ebm.media

Dan Skinner - Membership Sales
Direct: 01932 506 307
Email: dan.skinner@ebm.media
Early bird pricing and group discounts are available.
Please enquire if you prefer an on-site version.

Enquire about this course