We help organisations realise their leadership potential, from aspiring managers to board level. Our experts deliver impactful learning interventions, tailored for leaders in the customer experience arena. We understand the crucial role leadership plays in growing successful organisations and work with businesses to help them realise how their performance can be redefined by concentrating on their biggest asset – people.
The experience leaders give their teams directly impacts results, especially in the customer experience space. By enhancing leadership capabilities and personal brand, businesses can improve customer satisfaction, engagement, and ultimately business results.
We have the knowledge and experience to develop practical skills that businesses and people need to make a long-term impact, leading to growth in performance.
Developing leadership is an art as much as it is a science, and our team has a range of tools to help businesses shape their existing and aspiring leadership talent.
Our team of experts uses their leadership and consultancy experience to create tailored learning experiences for our clients. They facilitate both short single workshops, and longer transformation programmes for your leadership teams.
Our learning experiences can be delivered in many ways. Leaders and leadership teams often have a range of responsibilities that require their urgent attention, so we create learning programmes that don’t impact their ability to attend these situations. We work with you to identify the right solution, which will deliver maximum results.
Click ‘see more’ to find out some of the elements we can include in our leadership solutions.
Our approach comes to life when we partner with you to create a solution, whether that solution is big or small, our approach is the same. This makes sure nothing is missed and ensures consistency in identifying and solving the challenges you have. Our approach has already delivered numerous successful results for clients we have worked with and we believe it is one of the key factors which make us different. It ensures we deliver truly practical, impactful and performance focussed learning experiences.
Our learning experiences can range from a one-day workshop to a 12-month leadership transformational journey. Partnering with us can be done in two different ways, our ‘fast deployment frameworks’ below that we customise to keep costs down and deliver tactical interventions. If the customised frameworks don’t meet our client’s needs, we can create more bespoke, tailored approaches.
The pace of industrial and technological innovation has driven change for centuries and continues to drive change faster than before.
Naturally, the impact of change on organisations is felt keenly by employees, and some colleagues are more open to the opportunities that change brings than others. This openness is influenced by factors such as the individual’s personality, life experience and the way the change is communicated and led. Leading a team successfully through change requires a unique set of skills.
In this workshop, we work on understanding how to best communicate change and deal with different reactions. We also discuss the importance of staying calm and patient as well as the best ways to hold productive 1:1 conversations. Delegates will also develop skills on how to plan successful change projects and how to drive change in reluctant environments.
As well as adopting a strategic vision, leaders and managers need to manage short and long-term priorities, especially when resources are limited.
This requires an ability to display `big picture` thinking while paying sufficient attention to details.
This workshop examines the principles of developing and delivering on a vision and how that translates into thoughts, plans and actions. We demystify what ‘critical’ thinking actually entails and provide a clear but flexible approach for delegates to apply some of the most popular processes to their work. We discuss different approaches to taking in information, and how thinking style affects decision making.
Things don’t always go to plan. Humans make mistakes.
During change people often experience pressure and they can start to feel a little stressed, which can lead to exhaustion and at times even irrational thinking.
When things are going well people are much better equipped to deal with change than when they are tired, under pressure, or emotionally involved. In this workshop delegates learn how to avoid getting on a downward spiral of negativity, allowing them to box off failure, bounce back from issues and to keep learning and moving forward positively.
Organisational culture is felt in how people dress and act at work, and in how they speak about their organisation.
It’s possible to change and impact this culture, but not overnight. The process has to start from the top, with leaders paying attention to how they reinforce the right behaviours and deal with difficult situations.
In this workshop we compare our client’s organisational culture to other brands in the industry and we identify the role that leaders play in shaping organisational culture. We explore how to identify and improve culture and discuss how it impacts productivity. Lastly, we create an action plan on how to build a positive team sub-culture.
Successful teams impact positively on productivity and employee engagement. They experience less attrition and enjoy their work.
Increasingly, workforces report that they are less motivated by money and more motivated by the experiences that their employment affords, both on and off the job. Therefore, understanding team dynamics and having the ability to handle conflicts is key for leaders so teams can return stronger.
In this workshop for leaders, we examine the team life cycle to understand why teams evolve over time. Delegates learn how to facilitate a good team dynamic with little time or budget, and how to determine the three key ingredients for successful ground rules in any team. In addition, we practice how to manage conflict within a team and restore a calm environment, and we recognise why both similarities and differences between individuals play a role in successful teams.
People management is hard work. Taking a refreshingly practical point of instruction, this workshop focuses on self-awareness for communicating with impact, influencing, persuading and providing effective feedback. We explore what ‘transformational’ leadership really means and give practical tips to allow the guiding principles to be translated and used in everyday life.
Finding the best people is often a war in today’s climate and a costly process. In this workshop participants learn to structure professional interviews, give a positive impression of their organisation and conduct a thorough, fair and effective interview process that will lead to the right candidate being selected to ultimately keep recruitment and labour turnover costs down.
It’s not possible to force creativity, but it’s possible to learn techniques to improve memory and learn techniques to be more creative. To increase creativity it’s helpful to be encouraging, playful, less logical and structured: in this course we explore how.
In this workshop, leaders learn to focus on their own thinking and behaviour to maximise their managerial and personal effectiveness.
They will confidentially discuss scenarios and circumstances with an expert facilitator who provides input on best practice. This workshop will energise delegates and equip them to get the optimum performance from their team every day.
There are many ingredients to make delegation successful, and in this workshop, we explore how to assess each individual in a team for effective delegation.
Delegates will learn to know when total delegation is appropriate, and when a more supported direction is required. They will develop skills to communicate effectively for delegation and know how to follow up in the best way. In addition, they will recognise when instructions may be open to interpretation and assumptions and how to minimise this. Lastly, they will discover how to spot opportunities to use delegation for personal development.
It’s crucial that business leaders can make good decisions quickly so their colleagues have a clear path to follow and know what to aim for.
Using tools, techniques and strategies to process decisions from different perspectives can be incredibly useful, so in this course, we show how. Delegates will learn practical solutions that can be applied at work straight away so both the delegate, their colleagues and organisation benefit immediately.
Delivering and receiving feedback can feel uncomfortable and ‘difficult’. However, to improve performance and expand comfort zones it’s important to have ‘courageous conversations’. In this module, delegates learn how to get them right.
If feedback isn’t delivered well it can create tension and conflict, but it’s important to have these conversations, and the more these conversations are held, the more people get used to them. With a few hints and tips, the process of feedback will become as easy as riding a bicycle.
In this workshop, we explore how to prepare messages that come across clear, rational and professional, how to anticipate how another person may react and how to get the attention and commitment of the other person without any loss to the relationship.
In every conversation and meeting, communication skills are called upon. The choice of words, tone, facial expression, emphasis, pace, body language and even appearance contributes to delivering a message.