Building Culture and Leading a Team Training Course

Building Culture and Leading a Team

Laying the Platform for High-Performance Team Leadership

$997 AUD per person

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Building culture and leading a team is a critical skill for anyone in charge of employees whether you’ve just started your career or are getting toward the end.

In a contact centre environment, for example, over 75% of managers started their career on the phones so it’s not uncommon for managers to have received little to no training in these crucial skills. Most training tends to focus on the technical skills and managers are often left to work things out on their own when it comes to building a culture and leadership skills.

But the good news is these are skills that can be learnt and they will make a massive difference to your workplace with improved engagement and productivity directly impacted.

The Building Culture and Leading a Team training course introduces leaders to the key concepts that will equip them to drive high performance in their teams. The concepts used are deliberately simple to be easily applied in the workplace and contain language hooks that leaders can use to align goals and achieve real collaboration.

Online Leadership Training Course

Designed for frontline and mid manager levels, but useful for all leaders both new and experienced, this program will change the performance of your team through a focus on connecting with their people and prioritisation of their time.

Delivered over six weeks with one, 3-hour workshop each week (so a total of 6 workshops and 18 hours of live training), the workshops step leaders through the 6 focus areas of high-performance leadership including:

  • Building Relationships
  • Having the Right Conversation
  • Motivating My Team
  • Planning & Prioritising (Getting stuff done)
  • Mindset and Running Great Meetings
  • Change Leadership Through Clear Communication

Who is this course suitable for?

Role suitability for the Building culture and Leading a team training course

The Building Culture and Leading a Team training course provides the perfect platform for all leaders, emerging leaders and leadership teams.

it is suitable for individual leaders to learn the skills to become a better leaders and it can also be a great tool to take your entire leadership through to drive business-wide cultural change.

It is especially suited to:

  • New Leaders (e.g. Team Leaders, Supervisors, Managers etc) that are responsible for managing employees.
  • Senior managers responsible for managing a leadership group.
  • Recently promoted leaders who want to sharpen their skills and create a high-performing team.
  • Long term leaders ready for a reset

What will I learn?

The Building Culture and Leading a Team training course provides the basic tools for any leader to achieve high performance.

Participants will come away with a set of specific tools and language hooks to maximise their effectiveness and ability to lead their team effectively.

Sharing easily applied, proven leadership techniques that drive high performance is where this program will help set your leaders up for success.

Building culture and Leading a team training course takeaways

6 Powerful Modules

We have built this Building Culture and Leading a Team training course to enable leaders time to learn and apply their new-found skills in-between sessions so the program is delivered over 6 weeks 1 x 3-hour workshop each week.

Each 3-hour workshop includes time to practice and all the workshops are delivered live by Australia’s leading Frontline Leadership Coach, Saul Wajntraub.

Week 1

1. Building Relationships

Successful teams have a leader who can harness all the different skills of the people in the team for the biggest collective benefit.

Constructive, useful, and enjoyable working relationships are the foundation a leader needs to establish and grow with each of their people. These relationships build by leaders taking a genuine interest in their people and understanding what motivates each of them.

Building Rapport and Trust and understanding people’s communication preferences are the key concepts used in this workshop.

Week 2

2. Having the Right Conversation

Genuine and authentic conversations are the best way to create the clear communication needed to make sure everyone in a team is on the same page. When you have the right conversation, you will find it easier to get what you need done and importantly leave the other person feeling motivated by doing the task.

The second element to clear communication is the ability to structure the conversation so information flows both ways without creating tension or misunderstanding.  Feedback is a valuable gift when given in a constructive way by someone who has your trust.  Often confusion happens due to a lack of clarity and can soon turn to disagreement and dissatisfaction.

A conversation has 2 elements; asking questions and listening to responses. If you ask the right questions, listen attentively to the replies and then respond positively to this new information, your conversation will move towards a constructive outcome.

Week 3

3. Motivating My Team

Your success as a leader will be determined by the quality and quantity of the work your team produce.

The leaders’ role is not to be great at doing the majority of tasks themselves but at ensuring that your team has the motivation needed to give their maximum effort and the support to complete tasks they may not have mastered.

Unlocking your teams’ discretionary effort is the key to leading a high performing team.

Motivation is a complex topic and we will focus this workshop on 3 elements:

  1. Who am I as a leader?
  2. How do I motivate my team?
  3. How do I have a conversation to manage performance?

Week 4

4. Planning & Prioritising (Getting stuff done)

Increasing the effectiveness and efficiency of your daily activities through strategic planning and prioritising of tasks is vital to high performance.

We share 3 tools that allow you to determine what your priorities are and then how to get the most constructive action towards completing those priorities.

So much of our time is spent being busy working but then at the end of the day our ‘to-do list’ looks just as it did when the day began, if not longer. When we spend a small amount of time consciously planning the activities and outcomes we want from the day, we take control over where we invest our time and energy.

This control gives a focus that provides the clarity to prioritise the important tasks and gets the important stuff done!

Using the language of Big Rocks, the Urgent v Important matrix and Effort v Important matrix you will be able to quickly be clear on which tasks should be your priority. These tools can be used for planning but also in the moment to help prioritise what needs to happen…. now!

Week 5

5. Mindset and Running Great Meetings

An effective meeting brings relevant people together to collaboratively progress towards an objective. Having a structure and plan for how a meeting will run will help to use meeting time effectively.

Our template for running effective meetings has 3 stages:

  1. Planning – How do I set the meeting up?
  2. Handling Dynamics- How do I manage the intention of the people in the meeting?
  3. Actioning and follow-up- How do I ensure we have action after the meeting to keep moving forward.

Week 6

6. Change Leadership Through Clear Communication

The one constant a leader must negotiate to create and maintain a successful team is helping people transition to meet change.

Change presents in many forms, some at organisational level, some at a team level and some at an individual level.  Change affects people differently and their ability to transition to a new normal is greatly affected by how supported they feel from their leader.

Everyone responds differently to change and our responses are personal and unique. As a leader, you have a great opportunity to positively influence how people cope and respond to change.

Change Leadership is the focus on how your people transition from an old process to a new one. Leading through Change is action-based.

What you say is important but the time you invest in your people understanding the impacts on them is pivotal in you successfully leading in times of change.  Let’s look at how you lead people through change.

We focus on 2 areas:

  1. Transitions with BIll Bridges’ model
  2. 3 core skills

Optimised for online

While this Building Culture and Leading a Team training course has traditionally been delivered on-site/in-person, with the arrival of COVID we’ve now adapted this course to be delivered online via ZOOM teleconferencing.

Delivered over six weeks with just 1 x 3-hour session each week you’ll still have plenty of time to attend to normal duties while developing your new-found leadership superpowers.

Onsite delivery 

If you’d rather have the course delivered in-person on your premises please refer to our private training options >.

Building culture and Leading a team online training course

About your facilitator

Saul Wajntraub is a leadership coach and facilitator who can support the improvement of your team’s performance.

Saul has positively changed the performance of leaders at all levels from Frontline to General Manager, from Blue Collar to Corporate, from New Leader to Experienced Professional. Saul gets results due to his:

  • 10 years of experience in leadership coaching and design.
  • Proven capability in designing and delivering leadership programs at the frontline and middle leader level for Australia’s biggest companies; Australia Post, Telstra and Yellow/White Pages.
  • Also designed and delivered program for smaller companies and teams: Salmat, Securepay, Expedia, Transurban, Medibank, ARQ and WME.
  • 20 years of experience in people leadership at various levels.
  • Highly practical, use theory to build programs based on activity and practice.
  • Ability to quickly understand your business and tailor solution design to suit.
Building Culture and Leading a Team training course trainer Saul Wajntraub

Customer Testimonials

Can't thank Saul enough!

Rated 5 out of 5
8 July 2021
Building Culture and Leading a Team (Private Course)

Our business changed significantly the moment that Saul was brought in as a leadership coach. He joined our organisation just as I was beginning my leadership journey, and alongside the other young leaders within the company, he helped us to understand key components of leadership interactions and tactics on how to manage a team effectively.
We always looked forward to his workshop sessions to learn new skills and nurture the already existing ones, and learn more about ourselves as leaders and people. Saul also was there through the mistakes and allowed us to shape them into learning opportunities through his patient guidance. He took the time to understand the business as a whole, the dynamics of each team and the relationships between different business units to give us more in-depth approach to his coaching, and the ability to make great change.
Through his observation sessions in my team 1:1s, Saul was able to give me great feedback that helped to make the conversations better and navigate through any challenging areas. The skills that Saul has taught me are some that I will carry throughout both my professional and personal life. I cannot thank Saul enough for his continued support. Any organisation would flourish with his help.

Avatar for Alexandra Karaoutsadis
Alexandra Karaoutsadis
Creative Lead
WME Australia

Empowering!

Rated 5 out of 5
17 March 2021
Building Culture and Leading a Team (Private Course)

I have all the time in the world for Saul – such a great person. Whilst I was at Australia Post, I got the chance to partake in the Exceed Leadership Initiative which he delivered. It was an amazing experience and it covered how to connect with people through conversations, how to reach positive outcomes through running effective meetings and how to effectively plan and prioritise your workload. It helped me develop so much in my career and as a person.
Saul is very passionate about people and invests so much of his time in helping them. Examples of this would be helping a person with a current workplace problem they are facing, helping people navigate and understand broad organisational change and being an active listener. He is able to help shed light on particular areas of improvement for a person by utilising his knowledge and experience.
I also got to witness Sauls impact at another workplace. Having worked with him previously, I could see the impact he was having on individuals, teams and the organisation as a whole. He becomes part of the team and gains peoples trust quickly – this in turn empowers people in organisations to perform better and be better employees for a business.
Can’t recommend Saul enough, simply incredible!

Avatar for Paul Hague
Paul Hague
Product Manager
Australia Post

Private and Public Options

The Building Culture and Leading a Team training course is available publicly (with others) or privately (just for your business).

Public Courses

The Building Culture and Leading a Team training course is delivered as 6 weeks of 1 x three-hour session per week (so a total of 18 hours of live training) via ZOOM and is open to the general public. You can purchase as little as one ticket plus you get the added benefit of meeting and learning from others in the industry (Great networking opportunity!).

The public courses have a lot of advantages including fixed times, dates and durations to enable you to plan ahead around diaries etc – If you would like to have more flexibility on the dates, times and content refer to our private options.

Private Courses

Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training exclusively for your team to take them all on a leadership journey together.

Our private courses also enable you to choose the dates, times, duration and format of the workshops to suit your business as well as having the option for onsite training where COVID/travel restrictions allow.

Learn more about our private course options >

About CX Skills

CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership related courses facilitated exclusively by industry professionals.  We’re one of the founding members of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as global leaders in Customer Experience.

We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google so you can rest assured your Phone Customer Service Booster training is in good hands.

Building
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Sheree Laursen
Sheree Laursen
21:15 08 Dec 21
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Keira Smith
Keira Smith
02:55 29 Nov 21
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
GVW Intranet
GVW Intranet
04:48 15 Oct 21
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Jim Rodd
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Rebecca Goss
Rebecca Goss
21:20 26 Apr 21
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Marianne Rutz
Marianne Rutz
11:06 26 Apr 21
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Eva P
Eva P
16:53 25 Apr 21
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Rory Lynch
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Adrian Powell
Adrian Powell
11:34 15 Mar 21
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Chris Remnant
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Elena Prenner
Elena Prenner
22:06 03 Feb 21
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Nicole Field
Nicole Field
05:25 02 Feb 21
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Sarsha S
Sarsha S
23:39 22 Dec 20
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20
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Pricing and Payment Options

The Building Culture and Leading a Team Training Course facilitated live by Saul Wajntraub is $997.00 AUD ex GST per employee for 18 hours of live training.  Tickets can be purchased instantly with a credit card or you can request an invoice at checkout.

Available Discounts

  • Save 15%  if you purchase 3 to 7 tickets in the same transaction
  • If you’d like to train your whole leadership team in a private session please contact us for further information and pricing.
Pricing for the Building Culture and Leading a Team training course

Purchase a ticket for the Building Culture and Leading a Team training course

The next publicly available Building Culture and Leading a Team training course is listed below. If you would like to enquire further about our private training options for this course please contact us on 03 9008 7287 or send us a message >

We currently don’t have any public courses scheduled. You can register your details below to receive a notification when a date is released or contact us to discuss private training options. 

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