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| What Our Customers Say... |
- Very good day. Many thanks for all your input. You have set up a lot of future ways of working.
Head of Education – Spitalfields Festival
- Everyone found the course useful and I was very impressed by the way you took the time to interview participants before the course so that you could tailor the content to our needs.
Dominic McDonald – Head of Public Engagement, Science Oxford
- Thank you for a most useful tailor-made session. I think all will have got something out of it. Thanks for your help.
Louise Atkin – Palace Theatre, Mansfield
- Trainer’s knowledge on all areas was very good. I particularly liked the fact that it was very participatory and trainer truly facilitated to a very high degree!! Well done.
Irene Muchunu – DFID Nairobi.
- Mark helped me examine issues in a very helpful, imaginative and non-judgemental way – a very positive experience.
Jonathan Williams – Composer.
- You have established a reputation in our business for providing training that has a high impact while being very enjoyable.
Training and Development Manager – Balfour Beatty
- I can honestly say this training was one of the most refreshing and helpful courses I have experienced. The over-all experience left all the management team here with a hunger and enthusiasm to implement the new training and a desire to improve other areas in a similar vein.
Vanessa Black – Managing Director, The Phone Room
- Thanks also for your great input during the course. I really enjoyed your sessions, you really brought the issues alive. It was lovely working with you, let’s hope there is another opportunity soon.
Faye Phillips – Manager, IMA International
- Since your programme of two-day workshops, our team leaders and track chargemen have shown a marked improvement in their ability to make decisions and take responsibility for themselves as leaders. Their teams have become stronger, more focused and motivated.
Geoff Warren – Training Manager, Balfour Beatty Rail
- A very enjoyable, informative course which has given me clarity and understanding and a wide-ranging skills toolbox from which to call upon when I need it most.
Course Participant – Science & Technology Facilities Council
- There has been a better understanding. We are better connected and more on the same wavelength – the benefit of not being on the back foot.
Course Participant – Southern Railway
- The course was made light hearted so I think it is easy to take in more information. Very interesting and informative
Course Participant – Theatre Royal, Newcastle
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What Coaching has Achieved for our Customers
South Hook LNG (Exxon/QatarGas)
The company is responsible for the construction and operation of one of the largest energy infrastructure projects in Europe. Mark led a team of four coaches delivering a programme of one-to-one coaching sessions to senior and middle management throughout the company over a five month period. Diagnostics such as Firo-B were used. The programme led to a wide variety of improvements in management performance in a number of areas including listening, building proactive relationships with senior managers, self-esteem, confidence, delegation, presentation skills, assertiveness, influencing, managing workload, business awareness and managing uncertainty.
Southern Railway
Designed and led an innovative coaching programme for the Engineering Division management team. The programme, which combined coaching with short, targeted training bites and meeting facilitation, helped the division make important improvements in operational effectiveness – including better communications, improved relationships with suppliers and better production planning, tracking and quality.
Volker Rail Signalling
Designed and led a successful programme of six two-hour coaching sessions for each member of the management team combined with short training bites, meeting facilitation and action planning. The programme led to an improvement in performance ratings of over 33% in inter-team relationships, meetings, innovation, training and development and objective-setting.
JobCentre Plus (Dept of Work & Pensions)
Led a coaching programme for JobCentre Plus branch managers across the West Midlands Region which focused on generating specific actions for improving operational effectiveness.
Austrian Relief Committee for Afghans (Pakistan/Afghanistan)
Introduced a programme of regular one-to-one coaching sessions for managers of the primary health care, vocational education, sanitation, rural development and income-generation programmes.
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| What People Say about the Arts Venue Toolkit |
- Role play helped to play out what was talked about and understand issues more clearly
- Very thorough and organised – oh, and very funny
- Handouts were very informative
- Understanding the importance of body language will come in handy
- Talking about examples of what could actually happen with customers was useful
- I liked being involved – doing rather than being talked at. And more fun
- Well tailored to our needs
- A very useful and enjoyable day
- Understanding body language and thinking before making assumptions
- Talking about examples of what could actually happen with customers was useful e.g. loud children, drunks.
- Nice guys – funny and likeable, got everyone involved, exciting and not boring
- Being involved. Very useful to “do” rather than be talked at. And more fun
- The bonding and team building was good – it was nice to get to know each other
- Covered a wide range of customer service issues
- Very informative and easy to follow
- Handouts very useful – I’ll keep these and research them carefully
- I found the bit about influencing really useful
- Talking through scenarios gave a good range of ideas and past experiences
- Pacing techniques were very useful – as it is sometimes harder to be nice in a stressful situation
- The parrot was very useful as it made me aware of how I’m perceived during phone calls
- Mirroring people’s conversation/body language was useful as it helps you to help others
- Practising the theory of voice matching was good – I hadn’t done this before and might try it
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