3T level 2…

Today I am working with a group of people from one of the Uk’s leading private hospital groups, a key part of their role is to deliver training sessions to improve performance and compliance within their areas.

The challenges they face centre around how to create courses that link to operational goals and engage learners, whilst also ensuring that the changes in behaviour they create can be evaluated effectively.

We began by understanding the whole training cycle and how to use the ADDIE process to ensure the training moves the business forward, before we began to look at how to develop a structure for creating course materials, ways to link them to SMART objectives and evaluate them.

We went on to look at how eLearning can support this and ways to get the whole organisation bought into the training cycle so that a 70:20:10 process can be created.

We finished looking at ways to engage the SMT in the cycle so that there is a more effective top down approach.

A great days work…

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Perfect presentations…

Spent the day working with managers from a global consultancy firm in Dubai looking at practical ways to improve business presentations.

They started by working through an eLearning module and video was shot of them presenting before attending the course. This enabled the day to be highly tailored to their individual needs and set the before training benchmark.

We started the day with each delegate presenting themselves to get everyone comfortable in from of the group, this also set a new benchmark for the day, this was followed by hints and tips that help to set clear objectives and understand the intended audience before pulling the ideas for the presentation together.

We then moved on to look at fast ways to create presentations that flow and engage not just the head but the heart as well and finally end with a call to action.

We completed an exercise that required the use of metaphors and story telling to bring ideas to life, before amending the presentations that were shot before attending the course and replaying them.

Whilst is was happening each delegate got one to one feedback on their pre course video and many of them could already see ways to improved based on the ideas covered during the day.

Everyone’s presentations were slicker and many of the delegates now can’t wait to deliver them!

I long way in one day….

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Double espresso part 2 Dubai…

Day 2 finds me working in Dubai with a global leader in Consultancy, delivering short sharp effective, sessions that give delegates who are time poor, key business skills to further increase their effectiveness both internally and externally.

The first session looked at ways to demolish obstacles that get in the way of peak performance.

This involved first identifying some of the obstacles that reduce performance before following a three step process to either remove, re work or reframe the obstacles to make them easier to deal with.

We finished by understanding how our own ego can also get in the way and what we can do to stop it happening.

The second session looked at ways to ensure that in a fast moving environment the business utilises continuous improvement to drive performance forward. We began by identifying some of the changes that had gone well, gone less well and failed completely, we then moved on to understand Deming’s plan, do, check and review cycle before putting it onto practice creating structures from paper and stickers based on criteria that kept changing! this meant revisiting the process on three occasions before we ended up with structures that were fit for purpose. Finally we developed action plans that would challenge us to follow the process more effectively going forward.

The last session focused on ways to develop strategic thinking in a highly pressurised environment. We began by understanding what makes meetings unproductive before looking at a tool to run them more effectively.

We used De Bono’s Six Thinking Hats to speed up the process to ensure we cover every area of the challenges we face, whilst ensuring real clarity, before we moved to to using a simple model to help us apply the 6 Hats to everyday strategy quickly and effectively.

Finally the tools were applied to a real issue and new strategies were devised.

Each of these sessions took just 90 minutes!

A great couple of days…

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Double espresso part 1 Qatar…

Working in Qatar with a global leader in Consultancy, delivering short sharp effective, sessions that give delegates who are time poor, key business skills to further increase their effectiveness both internally and externally.

The first session looked at ways to demolish obstacles that get in the way of peak performance.

This involved first identifying some of the obstacles that reduce performance before following a three step process to either remove, re work or reframe the obstacles to make them easier to deal with.

We finished by understanding how our own ego can also get in the way and what we can do to stop it happening.

The second session looked at ways to ensure that in a fast moving environment the business utilises continuous improvement to drive performance forward. We began by identifying some of the changes that had gone well, gone less well and failed completely, we then moved on to understand Deming’s plan, do, check and review cycle before putting it onto practice creating structures from paper and stickers based on criteria that kept changing! this meant revisiting the process on three occasions before we ended up with structures that were fit for purpose. Finally we developed action plans that would challenge us to follow the process more effectively going forward.

The last session focused on ways to develop strategic thinking in a highly pressurised environment. We began by understanding what makes meetings unproductive before looking at a tool to run them more effectively.

We used De Bono’s Six Thinking Hats to speed up the process to ensure we cover every area of the challenges we face, whilst ensuring real clarity, before we moved to to using a simple model to help us apply the 6 Hats to everyday strategy quickly and effectively.

Finally the tools were applied to a real issue and new strategies were devised.

Each of these sessions took just 90 minutes!

Can’t wait to deliver the same session is Dubai tomorrow…

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3T level 1…

Today I am working with a group of people from one of the Uk’s leading private hospital groups, a key part of their role is to deliver training session to improve performance and compliance within their areas.

The challenges they face centre around how to condense the amount of time required and create sessions that inspire and engage quickly and effectively.

We began by understanding the learning cycle and how to leverage it throughout a training session so all the bases are covered, we then spent time exploring the key skills and attributes a trainer requires to be successful, before we began to look at how to develop a structure for creating course materials, ways to link them to SMART objectives and how to measure their success.

Each delegate then prepared a 10 minute session to demonstrate how they would use these skills back at work.

We finished looking at ways to handle difficult situations and delegates, before setting actions to ensure the new skills improve training back at work.

A great days work…

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Hitting the sweet spot of customer care…

Spent the day working with a team of people from a global sportswear and golf manufacturer ┬áresponsible for delivering Customer service Excellence to pro shops throughout Europe…

The goal was to improve still further their levels of customer service and satisfaction.

We started by identifying what Excellence ┬áreally means and why it is so important in todays customer savvy world. We moved on to look for all the “Moments of Truth” that their customers have with the Brands and identified areas to improve, both in the SSE areas and across the business as a whole and plans were made.

We then moved on to looking at how to deliver these levels of Customer experience using the CARE model to help us navigate the process.

Each step was explored in greater detail and individual action plans were made for each step.

All delegates left with an action plan and a renewed passion for delivering Excellent customer care…

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Even more pickup professionals…

Had a great couple of days working with sales executives for a leading pickup manufacturer, helping them to deliver professional customer experiences.

We start by understanding what professional means before identifying areas we need to develop to become even more professional.

We spend time focussing on product, what makes it unique and class leading.

We also focus on the ways that companies purchasing the vehicle may be set up and the tax implications of this, so we can give sound unbiased buying advice.

finally we look the the legal requirements regarding, tachographs and operator licensing, so we can give good information to customers to help them navigate the maze of legislation they face.

This is then put into practice for a final round of presentations.

I hope when you need a pickup you deal with a professional!

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More on how to keep a customer your customer…

Once again with a Japanese manufacturer of cars, looking at ways to stay in touch with customers after they have taken delivery of their cars…

Starting off identifying ways to start well by creating a great handover experience for the customer, before moving on to look at why it is so important to keep customers loyalty, both in terms of their value and the new customers they can generate for the dealership.

Finishing up by looking at ways to increase loyalty by developing a robust contact strategy using all kinds of media to create advocacy and increase CSI.

Their customers will be feeling the love…

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Managers as coaches…

Working with a group of people who have responsibilities for people and their performance…

We explored the links between, skills and motivation and ways that coaching can influence both.

We started by understanding where coaching is an appropriate approach, before moving into identifying the role and key skills of a coach in any organisation.

This involved understanding management theory and linking this to ways people learn before finally linking it to Situational Leadership which helps to identify when to coach and when to provide feedback.

Once opportunities to coach had been identified we Used the GROW model to create an ideal process and practiced until it became a comfortable process to use back in the workplace.

All delegates left with a SMART action plan and a fresh approach to ongoing situations. I am sure the new coaching approach will yield results that last.

An exhausting and worthwhile two day event…

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