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CCMA Training Event: Feedback Skills Workshop


From 09:30am until 12:30pm

At Virtual

CCMA Members: £299 + VAT Non-Members: £349 + VAT

CCMA / 0333 939 9964 or email

Both giving and receiving feedback are crucial for personal development, motivation and job satisfaction yet the act of giving feedback is one that many people avoid, for fear of conflict arising. It can be tough being on the receiving end too – if it’s positive we tend to dismiss it and if it’s constructive it can be hard to hear.

This Feedback Skills workshop starts by dipping into the psychology of feedback to help us understand why we feel and react the way we do. It teaches delegates how to give feedback in such a way that enables and empowers the recipient, without causing undue worry in advance. And it gives tips on how to invite, receive and act on feedback graciously.

Learning Outcomes 

By the end of the workshop you will be able to:

» Understand the impact of feedback on self and self-development.

» Understand some psychology of feedback and how to use this to overcome obstacles when delivering and receiving feedback.

» Know how to use a range of models when giving feedback – and how to adapt your approach when feeding back remotely.

» Learn how to invite, receive and process feedback.

Workshop outline

1. Introduction to psychology of feedback including the dunning-kruger effect, chemical reactions to feedback and cognitive biases.
2. Reflections on personal experiences of feedback.
3. Feedback models and an exploration of the benefits and drawbacks of each.
4. Best practice on giving and receiving feedback face to face and remotely.


3-hour online sessions, using Zoom.

Who is it for?

Anyone who has to give feedback on a regular basis, especially Team Leaders, Coaches, Quality Assessors, Contact Centre Managers or people aspiring to these roles.

About the trainer

Nicola Callan is a skills and engagement coach, facilitator, and trainer. Working in and around contact centres for most of her career, she understands which skills can make the biggest difference to performance, motivation and customer experience and delivers sessions that leave delegates with the confidence and ability to be even better at what they do.

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