A training programme for those who manage customer-facing employees
“The key to successful leadership today is influence, not authority.”
- Ken Blanchard
The What & The Why
Managers and supervisors can – and will – influence how successful their teams are, when it comes to the quality of service they deliver to the customer.
Our Critical Connections Core programme will equip your front-line employees with the skills they need to excel in their roles. But to promote long-lasting behavioural change, those who influence them must play their part.
The Critical Connections Influencer programme is a challenging and inspiring four-part training programme for those who manage and lead the front-line. The contents complement and build on key topics covered in the Critical Connections Core programme.
The result? Your managers and supervisors will have the skills and confidence to thrive in their roles. And their teams (and the customer) will feel the difference.
"The training was excellent in terms of personal development, in gaining knowledge and understanding to assist my role."
"Lots of great ideas provided. Even after the first part of the workshop, I was able to think about implementing ways to reward my team members and put into action."
"Taught me to be more aware and a better communicator and listener."
A Valuable Influence
Understand your role as a CX leader
Develop strategies to overcome common challenges
Champion a culture of customer-centricity
Inspire your team to achieve your organisation’s Vision
Model and embed your organisation’s Values
Make customer excellence routine
Create a culture of ownership and accountability
Adopt the key principles of employee engagement to lead your team to success
A Human Influence
Manage with self-awareness – use EQ and personality to maximise your strengths
Tune into your team – learn to adapt your interactions to build effective relationships
Develop more emotionally intelligent team members
Turn talent into performance – let your people shine by capitalising on unique strengths
Develop critical communication techniques to enable more empathetic conversations
Learn to deliver compassionate coaching conversations and relevant and fair feedback
Personalise recognition to trigger optimum performance
Inspire more ‘human’ interactions with customers and colleagues
A Stronger Influence
Develop strategies to manage stress and emotional pressures
Learn how to spot the signs of mental health issues
Know how to intervene, reassure and signpost to further support
Build resilience and mental strength amongst team members
Promote confidence, self-assurance and positivity to enable teams to thrive in the toughest situations
Help employees resolve conflicts by developing their skills of self-management
Encourage positive physical and mental health outcomes for team members
Create a positive safety culture by promoting safe behaviours (and challenging unsafe behaviours)
A Compassionate Influence
Recognise the value in a more compassionate approach to leadership
Gain a clearer understanding on the language and law of equality, diversity and inclusion
Understand the behaviours associated with bullying and harassment
Spot unconscious biases and prejudices in yourself and in others
Develop the confidence to challenge unwanted behaviours in the workplace
Understand the importance of a one-team mentality to improve customer experience
Promote greater collaboration, team spirit and mutual respect
Understand your role in supporting, developing and coaching new team members
The Big Five Leader
Get to grips with the gold standard of personality models - the Big Five. Learn to manage yourself and your team with greater insight and (emotional) intelligence
Customer-service training with a difference. With the innovative use of bespoke film, our immersive masterclass will create an invaluable emotional connection between your employees and their customers.