The ART of Coaching - Manitoba Customer Contact Association

The ART of Coaching

The ART of Coaching

A key to successful contact center management is effective coaching. This course teaches how to become a successful coach. It covers coaching best practices, how to structure coaching sessions, techniques for doing side-by-side coaching, and methods to adapt your coaching style to specific employees. This course is designed for both those new to coaching and those more experienced in coaching who want to brush up their skills.


  • Define Coaching
  • Assess the difference between coaching and mentoring
  • Explore the Feedback Matrix


Often, we think of coaching as giving performance improvement feedback – we do it when things have gone wrong or are not working as they should be. We tend to spend 80% of our time focusing on the 20% of employees who are not performing to standard. 

Research shows that more time spent coaching good performers will bring better results to your organization. Schedule regular coaching sessions into your calendar with all your employees. 

Once they are scheduled, then what?  Let’s explore the art of coaching.

Date: February 6, 2023

Time: 9:00 am to 12 noon | Virtual Delivery

Registration Fees:

Members: $99

Non-Members: $149

To register for this session contact [email protected]

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