1. Who is Connect Alliance
Sharon Sharland, Louise Healy and Steve Riddle formed Connect Alliance to provide a conduit and take advantage
of our mutual passion for leadership, business culture, staff engagement and their alignment to business
performance. Each alliance partner brings proven complementary skills and experience providing a broad and deep
understanding of how people can transform your performance and influence results.
Steve Riddle • Coach Station
Steve brings to the alliance over 23 years experience in leadership roles including 18 years in contact centres. His
deep commitment to values based leadership has seen him successfully lead contact centres, customer experience
teams and hold various other senior roles for global and national organisations. Steve’s insight and experience
influencing the drivers of contact centre performance adds a practical and rigorous focus to Connect Alliance
programs. Steve has formal qualifications in business, coaching and facilitation/training.
Sharon Sharland • Change Happens
Sharon’s experience leading start up teams through major growth and change brings exceptional change
leadership skills to Connect Alliance. She was instrumental in the establishment of the Queensland Government
contact centre. With over 15 years experience in operations leadership she has in depth understanding of the
challenges operational managers and team leaders face. For the past three years she has been working with
leaders and team leaders in busy operational environments to help them effectively lead change. Sharon is
currently completing her MBA with a focus on cultural change and she has formal qualifications in facilitation/
training and program management.
Louise Healy • Mind U Services
Louise has been designing and delivering leadership development programs to individual leaders and groups
for over 12 years. Her contribution to Connect Alliance is exceptional knowledge of contemporary leadership
development practice and a real understanding of what works effectively. Louise’s interest in the human brain and
how people learn and change ensures the programs she designs and delivers have practicality and sustainability
at their core. Prior to working in the leadership development field Louise led teams in convention management,
vocational and educational training and the community sector. Louise has postgraduate qualifications in psychology.
Contact
e connect@connectalliance.com.au • w connectalliance.com.au
Steve 0413 024 033 • Sharon 0417 615 567 • Louise 0422 239 315
Connect Alliance: connecting people, leadership and results
Connect Alliance brings together over forty years combined experience in leadership development, customer
experience leadership and contact centre operations and management. As our name suggests we are an
alliance of professionals who deliver contemporary,practical,flexible and sustainable leadership development
for team leaders and operational managers.
We exist to make a difference for organisations and improve business results through greater staff engagement
and capability. Our team’s strength comes from having real experience leading teams, combined with proven
results in consulting as well as the design and delivery of development programs for leaders.Our key offerings,
the Connect Leadership Development Program and Contact Centre Consulting and Business Improvement
have been designed with busy operational leaders in mind, especially within contact centre environments.

2. About the Connect Program
Connect has been designed with busy operational leaders in mind, especially within contact centre environments.
Connect enables your leaders to connect more effectively with their team, to connect team development with
results and to connect learning with their day-to-day experience. This program incorporates the following
elements:
• A focus on delivering improved business performance.
• A modular design that allows you to select the modules most applicable to your business and
leadership needs.
• A combination of delivery methodologies including short small group sessions, practical
workplace activities and follow up multimedia sessions that minimise time off the job and
maximise time spent applying and embedding new skills and ways of thinking.
• Application of scientific and neuropsychology research on how people learn and change to ensure
learning is real, sustainable and embedded into ongoing leadership practice.
• Development for leaders by people with experience leading teams in commercial, government and
community organisations.
Pricing
Pricing is based on numbers of participants and modules. Talk to us to get a quote.
Modules
Our experience has identified proven, core areas of development that when maximised ensure improved outcomes
via more engaged and committed employees.
1. Be • authentic personal leadership
Employees nominate authenticity as a key leadership attribute for building an engaged and committed team. Self-
awareness is the key to being authentic. Leaders with a high level of personal awareness are comfortable with
themselves and others. This module helps leaders to identify their personal styles and their most important values
providing greater opportunity to align their actions with stated values.
2. Engage • build an engaged team
Research shows that the more engaged employees are, the higher the level of customer satisfaction. This module
provides leaders with tools and strategies for increasing the level of engagement in their team.
3. Cultivate • overcome underperformance
Leaders regularly name managing poor performance as the most difficult aspect of their role. This module provides
leaders with the tools and confidence to more effectively manage performance issues.
4. Focus • clarity for busy environments
Modern busy workplaces have presented leaders with the contemporary challenge of how to stay focused, calm
and effective in a fast paced, constantly changing environment. This module provides leaders with the
tools to stay clear, focused and productive regardless of the level of ‘busyness’, chaos or stress in their
environment.
5.Adapt • resilience and confidence in changing and challenging situations
Modern workplaces are characterised by uncertainty and change which can create stress for some
people. This module cultivates the mindsets and strategies for resilience in any situation and
provides leaders with tools to encourage greater resilience in their team.