How to manage and lead employees training course

Learn how to manage and lead employees training course

$1,697 AUD per person

There is overwhelming evidence that businesses that focus on improving the Employee Experience (EX) outperform organisations that don’t.

And while that may not be an earth-shattering revelation, the reality is the majority of employee engagement surveys conducted continually suggest it’s an area most organisations are not performing well at.

Drawing from our work with Managers & Team Leaders around the world, we designed this How to Manage and Lead Employees training course to help Management Team Members understand the practices, behaviours & practical ideas to lead, engage and create a better experience for their people (e.g. Employee Experience).

The four online modules (each four hours in duration) will provide participants with the skills to create amazing workplaces arming them with the critical components that make a great leader:

  • Leadership and Management
  • Empowering Team Leaders to succeed
  • Performance management & conversations
  • Employee Engagement and Culture

The modules are a combination of theory, great stories, lots of practice and of course, all delivered in a fun and welcoming environment that will ensure that at the end of the course, you’ll be ready to put your skills straight to work with confidence.

How to lead and manage employees online course

Who should do this course?

This How to Manage and Lead Employees training course is primarily designed for managers within a contact centre environment however the skills will benefit anyone who manages employees in any environment. Typical roles would include:

  • Team Leaders/Supervisors
  • Contact Centre Managers
  • Retail/Store Managers
  • General Managers
  • VP’s
  • Directors
  • Human Resources
How to lead and manage employees training course

What you’ll learn:

You’ll learn how enhance the Employee Experience (EX) over four core modules:

Module 1:   Leadership & Management 

In our experience working with Managers around the world – some people want to make this too complicated.

And that makes it hard to understand and even harder to do.

We define Leadership – and examine what the best leaders use to inspire people to achieve a shared goal.

And we define Management – and work through how the best Managers guide people to achieve their potential.

Because as a Leader you do both.

Module 2: The Roles & Responsibilities of Team Leaders

One of the most important things a people Manager needs to think about is this. Where does my time go? And is this the best way to spend my time?

In this module, we look at data to help us decide where time is best spent, conduct an intensive time & motion study on where time is actually spent and compare the two.

We also work together to design & build a Success Profile for today’s Manager.

One that we can use – and that we can help others use too.

Module 3: Performance Management & People Conversations

Your organisation needs outcomes. Your people need the guidance & motivation you have on offer.

In this module we spend a lot of time on the different conversations you’ll have with each person who works with you.

From the ‘good’ conversations such as praise, and recognizing something ‘well done’ through to dealing with the more challenging conversations you need to have to help folks learn, keep on track and understand the consequences of what they’re doing (or not doing).

Module 4: Employee Engagement & Culture

It’s easy to get confused. What’s the difference between Employee motivation, satisfaction & engagement? And what the heck is Employee Experience?

Because now everyone is talking about that too. Does that mean we have to go back and undo and redo everything we know about people?

In one of our favourite modules in any course, we untangle all of this and get deeply practical. Because once you know what these things are, why they matter and how to bring them to life – it gets a lot easier.

And we close out the module with a look at Culture – and how you can contribute to building a better one where you work.

Looking for other options?

Looking for other options?

If you work in a contact centre environment, we also have a dedicated course on how to monitor and coach contact centre agents.

Split over 2 x 4-hour sessions for our public courses, it contains 7 modules to help Contact Centre Team Leaders and Managers with practical guidelines for how (and why) you need to make time for coaching, different approaches to coaching and the ‘how-to’ of coaching successfully using our proprietary 7-Step Coaching Process that has been used to train thousands of Team Leaders around the world.

View the How to Monitor and Coach contact centre agents course >

About your facilitator, Daniel Ord

The trainer for How to Manage and Lead Employees training course is Daniel Ord from OmniTouch International recognised as one of the leading customer experience and contact centre trainers in the world.

Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and he has been a regular visitor to Australia for over 20 years.

Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), one of only a handful of recognised CXPA trainers in the world, an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and Daniel was the first to bring professional management level Contact Centre certification to Asia back in the early 00s (he was based in Singapore for 20 years).

Designing a contact centre QA framework course facilitator Daniel Ord

Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people excel.

So it’s not surprising to note that despite all the numerous industry accolades and recognition, it’s the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.

Training Options

The How to Manage and Lead Employees online training is delivered via Zoom Teleconferencing and users will be sent any required materials prior to the course commencing. We offer this course both publicly and privately with the differences outlined below:

Public Courses

The How to Manage and Lead Employees is delivered as 4 x four-hour modules enabling you to learn your skills with plenty of time to practice and apply your new learnings in between each session.

The times and dates are fixed to enable you to plan ahead around rosters, diaries etc.

If you would like to have more flexibility on the dates, times and content and would like to train multiple leaders please 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.

This course is well-suited to private courses where you can involve the multiple stakeholders required to build your Quality Assurance Framework, with the ability to choose the dates and times to suit your business.

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 reviews so you can rest assured your training is in good hands.

CX Skills Australia Training Courses
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Todd Johnson
Todd Johnson
02:05 16 Feb 22
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 How to Manage and Lead Employees course facilitated live by Daniel Ord is 1,797.00 AUD ex GST per employee.  Tickets can be purchased instantly with a credit card or you can request an invoice at checkout.

The price includes:

  • 16 hours of live facilitated training with Daniel Ord delivered over 4 half-days (2 x 4-hours) for the public course or a different configuration for private bookings (e.g. 2 x full 8-hour days).
  • A comprehensive course workbook (delivered electronically)

Available Discounts

  • Save 15%  if you purchase 2 or more 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.
Cost of the How to Manage and Lead Employees training course

Got questions about this course? Want to train your whole team or centre? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

Purchase a ticket to the How to Manage and Lead employees training course

There is currently no public ‘How to Manage and Lead employees’ courses available. You can register your interest to be notified when we release the next public date on the form below.  This course is still available for private delivery enabling you to take the whole team ‘on the journey’ along with flexibility over the course dates, times and duration. Contact us for pricing and availability.