Case Studies

The following case studies are examples of work recently performed by us with clients in different countries:

Training and development of managers and professional staff in interpersonal skills and organisational change

We conduct the "Essential Interpersonal Skills for Managers" course for a major multinational company's Asia Pacific region, with participants coming from countries reaching from Pakistan to Japan. Using various psychometric instruments and microskills™, participants learn and practise why people behave as they do and then how to handle others in the most mutually beneficial way. Particular emphasis is on managing remote teams, coaching staff and performance management within a multi-cultural environment.

 

Training and development of those staff responsible for training and learning

We are working with one of the world's top airlines on the training and development of airline pilots from ab initio stage right through to senior captains. Under the heading of the "Thinking Pilot" we are researching how the latest developments in accelerated learning, multiple intelligences and learning styles can be applied to the content of training material and to the development of instructors at the company's flying college.

By helping each new cadet learn how they specifically learn we can produce a menu of different learning opportunities and use the instructors as facilitators of learning. This puts new recruits more in charge of their own learning and gradually helps to reduce the dependency that they might otherwise have on the training team.

This reduction in the dependency/authority gradient is mirrored in the changing relationship that second officers and first officers have with the captains.

We also train all senior first officers of the same airline in the leadership and decision making skills essential for the commander of a modern commercial aircraft.

 

Setting up customer service strategies

1. We have recently contracted with one of the UK's major universities to develop a customer service strategy that reflects the changing demands of today's students and the need for the educational sector to work in a more commercial environment. Our consultancy is supporting the university's endeavours to achieve Chartermark status, the sought after standard for high quality customer service within the public sector.

Additionally there are skills workshops for all the university's academic and administrative staff.

2. Our work with one of the world's major inter-city train operators began as consultancy on the policies and procedures necessary for supporting staff who are victims of crime in the workplace. This was brought about by an increase in the number of violent incidents experienced by both station staff and on-board staff and with the trauma associated with deaths on the track.

Drawing upon work we had previously done on the relationship between the management handling of staff after such incidents and staff morale, sickness and retention rates, we established a management interface, the "Supportive Manager", between the incident and possible subsequent referral to a professional counselling service. Line managers are trained in immediate practical and emotional support skills for their staff. This work has now expanded to all interpersonal applications between managers and their staff and, because we use microskills™ in the training, to the handling of customer service issues.