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The Solution
We designed and facilitated a three day workshop covering the essential skills associated with being a competent and effective manager. We covered Change, Teamwork, Communication, Time Management, Problem Solving, Leadership and Assertiveness and Giving & Receiving Feedback. What worked particularly well was to use a number of the problem solving techniques to resolve real business issues.
Each manager also completed a Myers-Briggs assessment and shared with the team the outputs so that everyone had an appreciation of each others styles and preferences. This also helped with persuading and Influencing.
The Feedback "The workshop taught me a lot of new things about valuing different personalities. It has made me realise that I can be an effective manager by boosting my self-confidence".. Claire Tuck - Clipper
The Requirements - Team Development
MCCH Society Limited is a voluntary organisation committed to designing and delivering high quality innovative services based on the unique needs of each individual. The people supported may have: a learning or physical disability, sensory impairment, mental illness, or autistic spectrum disorder. Their Senior Management Team needed to appreciate what makes an effective team and learn some new skills to apply to their own teams.
The Solution
We designed and facilitated a two day workshop covering the skills associated with becoming an effective team leader and team member. Also covered were the skills necessary to be able to facilitate a team effectively. Teamwork, Change, Communication Facilitation and Leadership were all covered during this workshop. The team left with a toolbox full of tips and techniques to apply in practice.
Each manager also completed a Myers-Briggs assessment and shared with the team the outputs so that everyone had an appreciation of each others styles and preferences. This also helped with persuading and Influencing.
The Feedback "All of the workshop was relevant, pulling together all aspects of leadership and clarifying for me my future steps within the team".. Ann Francis - Manager - MCCH
"The workshop was very enjoyable and engaging throughout"..Janine Osgood - Manager - MCCH
The Requirements - Establishing and Developing Personal Relationships with Customers
Levitronix is the worldwide leader in magnetically levitated bearingless motor technology, specializing in supplying medical blood pumps to the medical community and ultra-pure fluid handling devices for both semiconductor and industrial applications.
Based in Zurich, their engineers were regularly asked to accompany Sales and Marketing staff to discuss the technical side of their products with potential customers.
The Solution
We designed and facilitated a two-day workshop to help them improve their skills in Establishing a Good Rapport, identifying the behaviours associated with good customer service, Listening & Questioning Skills and Assertiveness and Improving their Self-Awareness.
Each manager also completed a Myers-Briggs assessment and shared with the team the outputs so that everyone had an appreciation of each others styles and preferences. This also helped with persuading and Influencing skills.
The Feedback "I now understand myself better and will try now to understand other people better".. Giampiero Foira -Levitronix
"I now understand the needs of co-workers and have ideas about how to deal with them .Martin Dorigatti -Levitronix
The Requirements - "Management Skills & Team Building"
Stellent is a global provider of content management software solutions that drive rapid success for customers by enabling fast implementations and generating quick, broad user adoption.
They wanted an event to help gel a team together and to provide them with some management and leadership skills.
The Solution We designed a 2 day workshop that got the team to look at how they were working together, what their roles were, relevant strengths and weaknesses of each team member and some management techniques to help them forge better working relationships.
Each manager completed a Myers-Briggs assessment and shared with the team the outputs so that everyone had an appreciation of each others' styles and preferences.
The Feedback "Brian was extremely confident and was able to bring out ideas from all of the team without making us aware. He made the 2 days fun-fun-fun" . Clare Cheesman, Manager, Stellent "The workshop was very beneficial, more effective than I had hoped for". Peter Bullivant, Director, Stellent
The Requirements - "Essential Management Skills"
PD Hook's mission is to become a major supplier of agricultural solutions to the UK Poultry Industry and the retail sector, providing their customers with best cost, quality solutions that add value to their business while fulfilling the expectations of their shareholders.
With no formal training ever having been conducted before, this was a step into the unknown for PD Hook who wanted to "Improve the effectiveness of their managers"
The Solution We designed and delivered a series of 2-day Essential Management Skills workshops for their 40 managers.
The workshops gave the management team an opportunity to take a step back and really look at what they were doing and how they were doing it. It also gave each individual the opportunity to investigate their own managerial style and what this meant when managing their staff members.
The Feedback "Brian was very approachable and involved all the course members. At no time was I made to feel uncomfortable. We were made to think and with guidance arrive at our own conclusions". Daniel Dring, Manager, PD Hook "Brian was calm, reassuring, involved everyone, had a good knowledge of subjects and could relate everything to real-life situations". Steve Wright, Manager, PD Hook "The course was very enjoyable and very beneficial. The sudden realisation of my own actions on others and the business. There were endless points of benefit, too many to list". Tony Didcott, Manager, PD Hook
The Requirements - "Change Management"
East Midlands Development Agency (EMDA) is one of nine Regional Development Agencies in England set up in 1999 to bring a regional focus to economic development.
EMDA wanted to be able to provide its staff with change management skills to enable the smooth implementation of several challenging initiatives.
The Solution
MTD developed a 1-day Change Management workshop that would cover all of the essentials of change management, paying particular attention to managing the impacts of change and effective change management communication strategies.
The Requirements - "Handling Client Complaints"
Pitmans offers a comprehensive legal service to a broad range of national and international clients.
They needed to be able to deal with complaints from clients and customers in an efficient and effective way in order to minimise costs and mitigate against any potential damage to their reputation and professionalism.
The Solution
We designed and delivered a short workshop of four hours to help the senior partners fully appreciate the importance of providing their clients with excellent Customer Service and the consequences to the business if they didn't. Working on the basic premise of prevention is better than cure we were able to help partners see the benefits of dealing with clients' grievances more effectively in order to prevent them escalating into a formal complaint.
The Requirements - "Improving Customer Service"
Storm Aviation Limited is a leading international provider of Engineering and Pilot outsource services to the aviation industry.
Their team of Senior Engineering Managers were highly qualified, but not so in respect of how to effectively develop relationships with their customers.
The Solution
We designed and delivered a one day workshop to help the senior engineering team determine what providing excellent Customer Service actually meant, what abilities and skills were now required, and what sort of behaviours they needed to demonstrate. Skills associated with establishing rapport, assertive behaviour, how to question and how to listen were incorporated into the day. The managers were able to appreciate what was now required from them and their respective teams in order to provide an exceptional customer service.
The Feedback "Brian was confident in his delivery, he blended well with the team to enable a good understanding. He was able to direct / steer the day to meet my needs".. Phil Bevan, Director, Storm Aviation "I will be able to empathise with my staff more effectively and maintain a higher level of personal regard for my customers needs". Mike Chesterton, Manager, Storm Aviation
The Requirements - "Management Skills Workshop"
Dolphin Dynamics specialises in cost-effective, leading-edge software for the travel industry. The Senior Management team had never together participated in any formal management training. Since the business was expanding at a rapid rate, they now had teams of people to manage and needed some help and guidance, enabling them to achieve fantastic results through others.
The Solution
We designed and delivered a 2-day Management Skills workshop for their Directors and Senior Management Team.
The workshop focused on the essential aspects of what good managers do and the behaviours demonstrated. Aspects of Leadership, Communication, Teamworking etc were all included in the content. Managers were also made more self-aware by completion and feedback of the Myers-Briggs Type Inventory.
The Feedback "We achieved all of the expectations laid out on Day 1. The course has provided me with some ideas to take away and apply". Paul Screen, Dolphin Dynamics "I learnt a lot and am looking forward to putting the theory into practice". Simon Green, Dolphin Dynamics
The Requirements - "Establishing an Exceptional Patient / Customer Experience"
In January 2005, InterHealth Canada Limited was awarded a five year contract with the UK government to provide elective orthopaedic surgery services to NHS patients in Worcestershire, Cheshire and Merseyside.
Interhealth have built and staffed The Cheshire & Merseyside NHS Treatment Centre. As part of the Induction Programme for all new Doctors, Nurses and staff it was imperative that they fully appreciated their role in providing patients and customers with an exceptional experience.
The Solution
We designed and delivered a one-day workshop to help all staff appreciate their role in helping to provide patients and customers with an exceptional experience. The key objectives were to: Develop a good team spirit, agree ways of working together, establish appropriate behaviours towards patients, customers and each other, and to learn some new skills. By mixing the delegates on each of the workshops it enabled all staff to begin to develop well as a team and begin to help each other on this new venture.
The Feedback "Brian proposed a workshop that would incorporate our needs of emphasizing the importance of Customer Service internally and externally. By ensuring that the programme was designed to encourage the interaction between delegates resulted in the individuals being able to realize how their actions impact on the overall business objectives.The feedback from the first to the most recent workshop has been of a consistently high standard. We would highly recommend him to anyone considering the introduction of learning and development programmes into the workplace" Annie Lewis. HR Manager, Interhealth Care Services
"This workshop was very beneficial. It made me more aware of the importance of good communication skills when dealing with patients and customers. A very enjoyable day". Adrian Jones, Interhealth Care Services "I thought Brian was fantastic. He didn't lecture which was extremely refreshing. Kathryn Jones, Interhealth Care Services "I am now going to think about the needs of others and how I can help them to achieve their requirements". Graham Roberts, Interhealth Care Services "The workshop has made me think about my behaviour towards others and their behaviour towards me" Denise Simpson, Interhealth Care Services
The Requirements - "Conducting Effective Presentations" Jarvis are a multi-disciplined organisation with four main divisions: The Group's activities include general contracting, mechanical and electrical services, housing for sale and commercial development. The managers on occasions are required to make formal presentations to a range of Government bodies in order to secure contracts. They needed to ensure that all of their presentations were received in a favourable light.
The Solution
We designed and delivered a two-day workshop concentrating primarily on the performance aspect of their presentations. The use of video was extensively used to help delegates see for themselves just how well they were coming across and to plot their improvement of techniques during the course of the two days. Aspects also covered during the course were: Planning & Preparation, Structure, Communication, Dealing with Nerves, Body Language and Handling difficult questions.
The Feedback "I never thought I would actually enjoy this course but I actually looked forward to the second day". Janet Cornthwaite, Manager, Jarvis
"This course was enjoyable and beneficial. It helped a lot in managing nerves". Rod Kay, Manager, Jarvis
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