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train4change

Philosophy

Our philosophy at train4change is that

Knowledge + Skill + Motivation = Changed Behaviour

Traditional classroom training techniques only target the logical side of the brain. Delegates may leave the classroom with more knowledge, but are they truly motivated to transfer this knowledge into skills, and thus change their behaviour?

To truly change behaviour, we believe that delegates have to want to change, and thus the emotive side of the brain must also be challenged and engaged. Most people fully understand what is needed in changing behaviour (logical) but unless they really want to change (emotive) and understand how to change, (skills) the learning will not be fully effective back at work.

When delegates feel frustration at being poorly managed, feel angry at being undervalued, feel misunderstood by a customer service professional, they will respond in an emotive way. At t4c we ensure that these emotive responses enter the learning environment. Using actors to recreate delegates own working environments we bring them face to face with poor customer service, strained team relationships or difficult sales scenarios, for example. But we are not content to leave it there. Having provoked an emotive response, we then coach, rather than instruct to establish exactly how they can behave differently true, long lasting effectiveness from their learning.

We believe that putting new skills into practice is a challenge that should be practiced in the learning environment and not just left until back in the workplace. So the memorable parts of our events are not the coffee and lunch breaks, but what goes on in between.

Values

Our business is built on establishing and nurturing relationships. Positive relationships are built on trust, respect, humility and shared beliefs about behaviour. At t4c this means we always try to

Work with Integrity,

Deliver Quality learning experiences consistently

Behave with respect and Dignity

Be Easy to do business with.

We work with people who reflect our personality, and who have an attitude that is

Passionate,

Creative,

Fun,

As well as encouraging Respect for differences

Our Principles
The t4c approach works on the following principles:

Making learning memorable

train4change acknowledge that for learning to be memorable, different senses need to be stimulated.

This has been accomplished by using a range of different media in the past. For example, when working with First Great Western, train4change filmed and produced a DVD 'Wear their Shoes…'.following the customer experience of 3 different customer profile/types interacting on a typical journey. This was used by the delegates to assess the actual customer experience delivered against the defined customer service standards of behaviour. The DVD has also added value within the induction programme for new starters.

The Stay Safe for Northern Rail combines a train4change adapted version of the RSSB SWeRVe DVD with live action in the training event. Delegates work together to resolve live scenarios, interacting with actor customers, or actor colleagues.

train4change also makes maximum use of venue space and the local environment as an additional way of stimulating and heightening senses. Events have incorporated stage sets (building a fully functional theatre for Nokia), unusual venues (an old cinema for Qjump, a library for First ScotRail), and creating 'zones' within the training space allocated. (all events)

Each event is carefully designed according to the 'delegate experience' with energy levels considered, emotional responses reviewed, pre conceived attitudes assessed, previous training experience determined. A bespoke event can then be delivered designed to maintain maximum impact and to hold maximum attention.

Unfreezing old habits

A critical factor in delivering maximum positive impact in

'unfreezing old habits, handling fear and resistance to change'

is understanding the current business culture and predominant values and attitudes. To do this, for every single project, train4change undertakes a significant research phase prior to designing the appropriate solution. Using a variety of research methods, train4change will collect and collate formal and informal data about individuals, attitudes, competence and confidence levels, cultural values, barriers to development. Part of this phase is also designed to start initiating working relationships with those people involved directly (delegates and managers) and indirectly (customers, non frontline staff) in the programme. train4change also recognises that achieving this 'unfreeze of old habits and thinking, handle potential fear and resistance to change' does not stop and start in the training room. Indeed, it is often what goes before, and comes after, that makes the most impact.

To use this knowledge, train4change creates a 'delegate experience' map. This will identify recommendations which cumulatively will maximise the opportunities to 'unfreeze old habits and thinking, handle potential fear and resistance to change'. For example, when working with First Great Western, the delegate experience included working initially with the manager/Directors to demonstrate commitment to the development, and to develop the appropriate skills needed to support and reinforce the key messages.

All frontline staff were then briefed by their line mangers prior to attending the events, and a date for debrief was then agreed and rostered for. Within each event, train4change consultants identified opportunities to create and use effective relationships within each delegate group – the trainer, for example, met and talked with every delegate prior to programme start. During each event, each delegate received individual feedback from the actor/characters they had worked with. Each delegate also completed an action plan, while the training team recorded their observations, and any potential stars/concerns. This information was duly shared with the steering group and/or relevant managers if appropriate. Each delegate then had a full debrief session, created a personal development plan, and commenced the NVQ process. A sharing of best practice was also then developed, using staff focus groups to develop ideas and generate feedback.

Equally important is planning before programme launch how those delegates will be managed who require additional support, or those who simply will not achieve what is required. Plus, planning is also needed to channel and use the energy and momentum created by those delegates who demonstrate potential and who respond extremely well to the development process.

Vision

Our vision is to:

Establish and maintain long term, meaningful partnerships with clients and t4c team members to deliver effective development solutions which will positively change behaviour.

We believe we will deliver our vision by:

immersing ourselves into your culture, your language, your motivating factors, your business behaviours. Only by taking an in-depth diagnosis can we design credible development solutions which really work.

innovating a long term solution that actually works for your business. This may involve ongoing consultancy support, coaching for senior executives, development events, steering group guidance, focus groups, conferences, coaching and brand strategies.

instilling and inspiring the changes you require by creating the right development culture, and thus motivating long lasting change.

making a positive impact on your business and measuring the progress made. Our rigorous evaluation process starts at the research stage and continues throughout the project. We measure quantitative and qualitative data and will demonstrate measurable behaviour change

Our partnership and consultative approach means that we take the time to assess your development needs and help you to prepare to make the most of your investment.

History

train4change Ltd was created in August 2000 by Sarah and Paul With just two employees, one dog, no team and no work it was a gamble based on the very firm belief that all effective learning is about unlocking potential and by building effective relationships. We have spent the last 11 years working hard to deliver our vision and to fulfil the potential of our business. We are proud of our long term relationships with our clients and proud of the positive impact we have had on their businesses. We have never stopped learning, and trying to improve not only what we do, but how we do it. These days we have a team of over 30 (including facilitators, film crew, editors, and actors), at least 8 dogs between us, 1 horse and many chickens!

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