Customer Service and Customer Experience

Coaching Conversations for Support Supervisors Training Course

Introduction

In today’s fast-paced and customer-centric business environment, effective leadership is no longer limited to managerial oversight; it hinges on the ability to coach, mentor, and inspire support teams. Coaching Conversations for Support Supervisors Training Course is designed to equip supervisors with the critical skills, communication strategies, and behavioral insights needed to enhance team performance, foster accountability, and drive measurable outcomes. This program emphasizes practical, action-oriented coaching techniques, empowering supervisors to transform routine interactions into high-impact coaching conversations that motivate and develop their teams.

By combining real-world case studies, interactive exercises, and scenario-based learning, this course ensures that participants not only understand coaching principles but also apply them effectively in their daily roles. Participants will learn how to identify performance gaps, provide constructive feedback, cultivate a culture of continuous improvement, and build resilient, high-performing teams. With a strong focus on emotional intelligence, active listening, and behavioral change, this training equips support supervisors to become transformational leaders who inspire engagement, enhance team productivity, and drive organizational success.

Programme Curriculum

Coaching Conversations for Support Supervisors Training Course

Introduction

Course Duration

5 days

Course Objectives

Develop advanced coaching and mentoring skills for frontline support teams.
Enhance active listening and questioning techniques for impactful conversations.
Master feedback delivery that motivates performance improvement.
Implement performance improvement plans using a structured coaching approach.
Build emotional intelligence to handle challenging conversations effectively.
Cultivate team engagement strategies for higher productivity.
Strengthen problem-solving and decision-making capabilities.
Promote continuous learning and development within support teams.
Utilize data-driven insights to guide coaching interventions.
Improve communication clarity and reduce misunderstandings.
Foster a culture of accountability and ownership among team members.
Apply behavioral change frameworks to enhance team dynamics.
Leverage real-world scenarios and case studies for practical learning.

Target Audience

Support team supervisors and team leads
Customer service managers seeking coaching skills
HR professionals involved in team development
Frontline team leaders in call centers or support centers
Aspiring managers aiming to enhance coaching capabilities
Employee engagement specialists
Quality assurance supervisors
Learning and development coordinators

Course Modules

Module 1: Foundations of Coaching Conversations

Understanding the difference between managing vs. coaching
Key principles of effective coaching frameworks
Identifying coaching opportunities in daily work
Role of emotional intelligence in coaching
Setting SMART coaching objectives
Case Study: Transforming a low-performing support team through coaching

Module 2: Active Listening and Powerful Questioning

Techniques for active listening and empathy
Crafting open-ended questions for meaningful insights
Avoiding assumptions and biases in conversations
Listening for hidden challenges and opportunities
Role-playing exercises to practice questioning skills
Case Study: Coaching a team member struggling with time management

Module 3: Delivering Constructive Feedback

Models for feedback delivery
Turning negative feedback into learning opportunities
Balancing positive reinforcement and corrective guidance
Handling defensive responses professionally
Embedding feedback into regular coaching routines
Case Study: Improving customer satisfaction scores via feedback coaching

Module 4: Performance Improvement Coaching

Setting performance benchmarks and KPIs
Diagnosing root causes of underperformance
Designing personalized coaching plans
Tracking progress and accountability
Celebrating small wins to boost morale
Case Study: Recovering a struggling support agent to meet targets

Module 5: Motivation and Engagement Strategies

Identifying intrinsic and extrinsic motivators
Building trust and rapport with team members
Encouraging ownership and proactive behavior
Recognizing efforts through micro-rewards and acknowledgment
Sustaining long-term team engagement
Case Study: Increasing team productivity by 25% through engagement initiatives

Module 6: Conflict Resolution and Difficult Conversations

Techniques for managing conflicts professionally
Navigating sensitive conversations without escalation
Applying empathy and neutrality in disagreements
Using structured approaches to resolve conflicts
Coaching team members to self-manage disputes
Case Study: Resolving a recurring conflict between team members

Module 7: Data-Driven Coaching and Insights

Using metrics and KPIs to guide coaching sessions
Identifying performance patterns and trends
Implementing actionable insights into daily coaching
Leveraging CRM and support data analytics
Continuously evaluating coaching effectiveness
Case Study: Boosting first-call resolution rates through analytics-based coaching

Module 8: Sustaining a Coaching Culture

Embedding coaching in team routines and meetings
Encouraging peer coaching and knowledge sharing
Reinforcing continuous learning and development
Aligning coaching objectives with organizational goals
Measuring long-term impact of coaching interventions
Case Study: Developing a self-sustaining coaching culture in a multi-location support team

Training Methodology

This course employs a participatory and hands-on approach to ensure practical learning, including:

Interactive lectures and presentations.
Group discussions and brainstorming sessions.
Hands-on exercises using real-world datasets.
Role-playing and scenario-based simulations.
Analysis of case studies to bridge theory and practice.
Peer-to-peer learning and networking.
Expert-led Q&A sessions.
Continuous feedback and personalized guidance.

Register as a group from 3 participants for a Discount

Send us an email: info@fineskilltrainingcenter.org or call +254769199797

Certification

Upon successful completion of this training, participants will be issued with a globally- recognized certificate.

Tailor-Made Course

We also offer tailor-made courses based on your needs.

Key Notes

a. The participant must be conversant with English.

b. Upon completion of training the participant will be issued with an Authorized Training Certificate

c. Course duration is flexible and the contents can be modified to fit any number of days.

d. The course fee includes facilitation training materials, 2 coffee breaks, buffet lunch and A Certificate upon successful completion of Training.

e. One-year post-training support Consultation and Coaching provided after the course.

f. Payment should be done at least a week before commence of the training, to Fineskill Training Center account, as indicated in the invoice so as to enable us prepare better for you.

Skills & Software Covered

Coaching communication performance feedback delivery goal setting staff development planning

Programme Fee

Duration: 5 Days

Method: Online or Physical

Online Price: $1,000

Physical Price: $1,500

Certification: Accredited Certificate

View Available Dates 📄 Download Course Outline (PDF)

Available Sessions

Location

Month

Year

Oct 19 2026

19 Oct — 23 Oct 2026

💻 Online / Virtual session

Online $1,000