This course introduces contact center professionals to the foundational principles of Cognitive Behavioural Therapy (CBT) and how these techniques can be applied to manage thoughts, emotions, and stress in the workplace. Participants will gain an understanding of the core concepts of CBT, explore the advantages and limitations of using these techniques in a professional environment, and identify common negative thinking patterns often experienced in contact center settings. The course provides practical tools to challenge and reframe unhelpful thoughts, promoting a more positive and productive mindset. Additionally, learners will be equipped to recognize signs of stress and anxiety and apply CBT-based strategies to manage these challenges effectively. Designed for contact center staff at all levels, this course supports the development of emotional resilience, improved communication, and a healthier workplace culture.