Our Success Stories
We’ve been fortunate to work with some incredible organisations over the years. Below are just a few of a case studies to demonstrate how we have helped others and could do the same for you.
The Motor Ombudsmen, London
TMO works with both the consumer and the garage to resolve issues and complaints. With an expert and experienced team of customer service agents, adjudicators, case investigators and ombudsmen, they handle thousands of cases from across the UK to be an impartial support for all.
The need:
2020 – Newly appointed and inexperienced team leaders and managers needing to manage virtually when suddenly required to work from home. The business had been inundated with cases the previous year and now the challenge was to continue the good work with a change in some key personnel and an opportunity to promote and develop individuals within the team.
The focus:
Provide the team with a structured, practical and engaging set of skills and the knowledge to support their natural friendly approach to both their staff and customers. The key focus areas were Managing virtually – challenges and opportunities; Your role as people manager & your personal style; Setting direction and managing performance; Delegating and motivating others; Handling difficult situations and conversations; Manager as coach – the power of coaching to get the best from your team.
The delivery:
8 x 60-minute sessions were spread across 4 weeks so as not to impact the business. This allows each person to implement the skills they’d learnt and practise different approaches between sessions. The programme is also supported by 1-2-1 coaching running up to 3 months after the training was completed.
The feedback:
“After the initial worry that time taken out of work for training was going to be inconvenient and no value, we quickly realised the benefits and enjoyment of being part of this programme. Nicola made it engaging, interesting and fun – with her own flipchart graphics as well as the occasional slide. It’s really helping us to develop individuals and the team which ultimately helps our customers.”
Maidstone and Tunbridge Wells NHS Trust
MTW NHS Trust – Therapy Management Team
The team
As part of the MTW NHS Trust, Therapy Management includes the Speech and language therapy, Occupational therapy and Physiotherapy teams.
The need:
To develop a series of interpersonal skills courses for all staff to support their clinical roles and enable them to deliver even better services to staff, patients and families.
The focus:
The key focus was on planning and holding difficult conversations; managing challenging situations; team building; managing yourself and supporting others; professional presentation skills and effective recruitment.
The delivery:
Initially two topics were developed and rolled out as half-day face-to-face workshops, starting in early 2019. When circumstances altered the ability to get everyone together, the sessions were converted in to 90-minute virtual workshops with great success. There was more demand and more topics were added. These started in June 2020 and continue to be very popular.
The feedback:
“The sessions were well planned and organised with just the right amount of participation and facilitator input. Everything was clear and easy to follow – it was excellent as Nicola made it fun and lively and kept our attention all the way through. The exercises and discussions were great – very relevant to our situations and challenges.”
KAFCO, Kuwait
KAFCO was formed in 1963 with Kuwait National Petroleum Company (KNPC) and British Petroleum (BP). In 1970, BP was bought out and is now a subsidiary of the KNPC. They provide the aviation fuels for all airlines at Kuwait International Airport.
The team:
The Fast Track (senior managers) and Talent Group (Supervisors) from KAFCO were selected to be part of an intensive training and coaching programme through the London Management Centre. As Lead Project Manager, Nicola Wise was invited to develop, implement and manage the 2-year programme.
The need:
Develop a programme that would run in Kuwait, London and virtually that would provide the fast track managers and talent group supervisors with the leadership skills and knowledge to progress their careers and develop them as individuals to manage effective teams.
The focus:
To design an effective, practical programme across a 12-month period which would fit with the business and allow all involved to get the maximum benefit from the training, coaching and support within that programme. The focus for the Fast Track group included Thomas International Disc Profile; Influencing and negotiation; Identifying and managing stress in others; Handling conflict and strategic leadership skills. As well as the Thomas International Disc Profile, the talent group focussed on problem solving; Decision making; Presenting information to others; Effective delegation; Taking responsibility and directing others; Training and trusting others in your team.
The delivery:
For both groups and subsequent groups, the programme entailed a 5-day intensive training course held in London followed by another 5 days course in Kuwait. Coaching was provided before, during and after the training interventions, as was telephone support when needed.
The feedback:
“A very successful, well planned and managed programme which lead to several promotions and a desire to put more employees through the same event. Nicola organised and delivered a very practical, enthusiastic and interactive series supported by excellent trainers and the backing of LMCUK.”