Read how businesses have found solutions to training, assessment and development in their teams and the outcomes that result in a balanced workplace.
Client: Developer in the Property and Infrastructure industry
Location: International
Size: 13,000 + staff
Brief: This division of a larger company was about to launch a new building product to external suppliers and end users. The team’s need was to create a customer value proposition relating to their product offer and to better understand their customers’ purchase journey. Fatigue was also a key concern as this division was experiencing significant growth.
Solution:
- An initial Discovery Session with team leaders to identify capability gaps in the existing structure.
- Based on the findings of the Discovery Session, a three-workshop program was designed to be delivered to the entire team over the course of six months. These workshops focused on the Customer Journey and developed a formal process and structure around delivering on customer expectations.
- These personalised and practical workshops were able to address specific skills around sales and customer service where needed.
- A tailored workshop was also delivered to provide insight on how to manage individual and team fatigue going forward. Each participant created their own unique fatigue and energy plan.
Outcome:
- The creation of a tailored Customer Journey Framework unique to the business and target customer that could be replicated and used in induction training, personal development and performance reviews.
- Implementation of a formal and effective Capability Framework to ensure that staff have the skills to be able to execute the business strategy.
Client: Transport service provider — Rail and Road
Location: Queensland
Size: 8000+ staff
Brief: This highly-regulated rail transport company wanted to further develop the leadership skills of its depot and service managers. Due to the diverse nature of the staff, there needed to be a great deal of customisation in the content provided.
Solution:
- An initial briefing with the leadership team to understand the key stakeholders and issues.
- Recommendations made for a customised approach, which were accepted.
- Roll-out of a two-day pilot program around ‘Leading with Emotional Intelligence’ to the key managers. The Genos Emotional Intelligence Program was the tool that was utilised for this client.
- Scheduled follow-up meetings every 30, 60 and 90 days to address any shortfalls in the action plans that were created from the workshop.
Outcome:
- After receiving positive feedback from the participants of the pilot workshop, the workshop is now being scheduled for roll-out across the balance of the business.
Client: Government — City Council
Location: New South Wales
Size: 3500 staff
Brief: To determine whether or not a “bullying” culture existed and, if so, how to best address the issue. An initial Discovery Session highlighted a number of related problems that also needed attention. These specifically revolved around how well the individual teams worked together and with other divisions. Capabilities were identified around communication, emotional intelligence, accountability and managing expectations. This client had initially contacted Bulletproof People, a specialist in Resilience, Conflict Resolution and Fatigue Management. The Performance Factor was subcontracted to co-deliver the program.
Solution:
- Three initial workshops to conduct Discovery Sessions with various key stakeholders.
- Proposed a series of monthly workshops to be delivered over the next year to address capability gaps within three layers of management.
- A 12 month Continuous Program was accepted and this program is ongoing through the remainder of 2016.
- The proposal included individual coaching sessions to further develop skills learned in the workshops.
Outcome:
- After seeing the benefit of a long term training process, an additional six month program was added to include another division of the business.
- Behavioural changes are being observed throughout the division and the feedback is that this program has been the “best ever provided within this business”.
Client: Facilitated for and client of Australian Institute of Management: Australian Geosynthetic Material Manufacturer and Distributor
Location: Brisbane
Brief: The client has over 30 customer facing sales roles, most of whom have technical engineering backgrounds. This client needed a relationship based sales skills program that provides valuable insight into building client relationships, retaining business and increasing referrals from the existing data base. The essential relationship building skills needed to include how to identify, differentiate and customise solutions with new and existing clients and how to leverage enhanced interpersonal skills for success. Because of the technical expertise required of their sales staff, a need to develop a sales methodology to manage sales activities was also critical. Along with building the capability to identify prospects and present compelling needs based solutions, communication skills needed to be enhanced in order to successfully influence conversations and negotiate sales opportunities.
Solution:
A custom built Relationship Sales Skills program was delivered over 2-days, designed to help participants develop key relationship building and practical sales skills . The program content was aligned to the core service values of the company and “best practice” sales service. The basic principles were based around tailoring ones communication to influence the values and needs of the customer. In order to create a better understand of how to do this we completed a DiSC profile on all the participants and then used basic self awareness techniques to understand the differing “styles” of their clients. The program was very interactive, utilizing discussions, role-playing and activities to gain practical experience on delivering sales excellence. Participants learned to manage the customer experience through their own a flexible, genuine and self-confident approach.