Are your teams truly supported, or are they just keeping up appearances? Many leaders focus on hitting targets without understanding the human experiences behind them, leaving staff stressed, disconnected, and unsure of their impact. This episode explores how a coaching-led approach can transform leadership from transactional to genuinely empowering.

On The Kiwi CX Collective, we speak with Gail Meintjeis, a leadership and coaching specialist, and former contact centre leader renowned for building resilient, high-performing teams. Gail shares practical strategies to help leaders create psychologically safe environments, foster self-awareness, and guide their teams to grow with confidence.

In this conversation, we cover:

• Coaching that transforms: How structured, intentional conversations give people space to think, reflect, and find their own solutions.
• The hidden costs of pressure: Why teams without support can fall into reactive behaviour, stress loops, and reduced empathy.
• Leadership as facilitation: How moving from directive problem-solving to coaching cultivates clarity, capability, and self-trust.
• Seeing the full picture: Gail explains why understanding the human side of performance ensures communication flows from leadership to every team member.

This episode is perfect for leaders, coaches, and CX professionals wanting to develop teams in a way that’s grounded, intentional, and deeply human.

Guest: Gail Meintjeis, Leadership & Coaching Specialist

Connect with Gail:
LinkedIn: Gail Meintjeis

Keywords: Leadership, Coaching, CX, Team Development, Emotional Intelligence, Psychological Safety, Growth Mindset, Resilience, Human-Centred Leadership, Empathy

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