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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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Does Coaching Work?
Good coaching is powerful and produces amazing changes in the way individuals and teams work. In a CIPD survey “Does coaching work?” conducted in 2005:
91% of organisations using external coaching providers reported it to be effective, and
96% of individuals coached reported an positive impact on performance.
Reported benefits include:
- Improved performance by the individual and the team
- Fewer errors
- Reduced managerial time required to monitor and check team members’ work
- Improved confidence
- More enthusiasm, commitment and action-focus
- More initiative
- Better management of challenging people
- Greater clarity, perspective and strategic focus
- Better communication and relationships
- People taking more responsibility
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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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